List of Nice CXone Workforce Call Recording Customers
NiCE
13 Zarchin Street,
Ra'anana, 4310602,
Israel
Ra'anana, 4310602,
Israel
972 9 775 3151
Professional Services
8726
$2.7B
Since 2010, our global team of researchers has been studying Nice CXone Workforce Call Recording customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nice CXone Workforce Call Recording for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nice CXone Workforce Call Recording for Workforce Management include: Citibank UK, a United Kingdom based Banking and Financial Services organisation with 15000 employees and revenues of $2.50 billion, American Express Services Europe Limited, a United Kingdom based Banking and Financial Services organisation with 4013 employees and revenues of $1.56 billion, Nuffield Health, a United Kingdom based Healthcare organisation with 16400 employees and revenues of $1.21 billion and many others.
Contact us if you need a completed and verified list of companies using Nice CXone Workforce Call Recording, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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American Express Services Europe Limited | Banking and Financial Services | 4013 | $1.6B | United Kingdom | Nice Systems | Nice CXone Workforce Call Recording | Workforce Management | 2016 | n/a |
In 2016, American Express Services Europe Limited implemented Nice CXone Workforce Call Recording as a centralized capture and playback platform supporting contact center operations. Nice CXone Workforce Call Recording was deployed to consolidate call recording, retention, and retrieval workflows under the Workforce Management umbrella, aligning recording capabilities with agent performance and quality assurance functions.
The implementation followed formal development, testing and implementation phases, with configuration work focused on call capture, storage lifecycle management, and playback for quality monitoring. Technical project responsibilities included systems integration design, software and hardware availability planning, capacity planning for storage and recording throughput, and staged testing across development, test and production environments.
Operational scope and governance were structured through program level roles such as Release Train Engineer and Technical Project Manager, who enforced standard operating procedures and SDLC best practices across the International Connex train. Governance activities included requirements gathering, task allocation, technical training for teams, procurement planning for recording infrastructure, and project financial management tied to budgeting and reporting.
Integrations were implemented with the broader contact center and telephony environment to ensure recordings were accessible for workforce and compliance workflows, while process changes centralized recording ownership within customer service quality assurance and workforce operations. The implementation of Nice CXone Workforce Call Recording directly connected the company, the application, the Workforce Management category and the business functions responsible for contact center quality and operational compliance.
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Citibank UK | Banking and Financial Services | 15000 | $2.5B | United Kingdom | Nice Systems | Nice CXone Workforce Call Recording | Workforce Management | 2015 | n/a |
In 2015, Citibank UK implemented Nice CXone Workforce Call Recording as a targeted component of its Workforce Management capability for Institutional Clients Group trader floors. The deployment was part of a larger global trader voice transformation that consolidated EMEA dealer board solutions across 23 countries into two regional centralized cores across two datacentres engineered for high availability and disaster recovery.
The implementation included two dedicated Trader 2N Voice Recording Cores built on NICE technology and integrated with NICE Communication Surveillance cores within each region. Citibank executed front room and back room designs for Unigy, NIM VR and Communications Surveillance infrastructure, using a mix of physical and virtualized components, and extended virtualized NTR and Compass Voice Recording and Communication Surveillance designs for North American and South American builds.
Integrations were explicitly executed with Unigy Bluewave and NIM APIs to link voice recording and surveillance with Citi business CRM and Citi automation tools, and the program validated SBC integrations for CUCM and Avaya turret environments. Network architecture changes included consolidating private wire usage into datacentres, implementing a Citi in house private wire infrastructure over the WAN to reduce carrier dependency, and using SIP private wires where feasible with dedicated session border controllers.
Governance and rollout practices were formalized through global technical assessments, standardized software versioning, and country and branch production and continuity of business designs that enumerated hardware, network bandwidth, telephony and bill of material requirements. Project controls included vendor site preparation and build documentation, datacentre site surveys and rack elevations, HP Load Runner 24 hour load testing, weekly regional service review meetings, coordinated disaster recovery failovers and structured patch and version upgrade checkouts.
The program explicitly delivered operational cost avoidance through consolidation and the in house private wire design, with reported savings described in project documentation. The Nice CXone Workforce Call Recording deployment supported trader voice operations, compliance and trade surveillance workflows across EMEA, North America and targeted country offices, and was governed by standardized build standards, review processes and operational run books.
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Nuffield Health | Healthcare | 16400 | $1.2B | United Kingdom | Nice Systems | Nice CXone Workforce Call Recording | Workforce Management | 2022 | n/a |
In 2022 Nuffield Health implemented Nice CXone Workforce Call Recording as part of a broader NICE CXone telephony and contact centre transformation, aligning the deployment to the organisation's Business Services Department in Epsom and its national contact centre footprint across over 200 locations. The deployment occurred during Q1 to Q3 2022 and was delivered alongside NICE CXone workforce management and quality management components, targeting the Customer Service contact centres that support clinical, fitness and wellbeing services and hospital overflow handling.
The Nice CXone Workforce Call Recording implementation was configured to operate within the Workforce Management category, integrating call capture and storage with workforce scheduling and quality management workflows. Functional capabilities implemented included call recording retention and retrieval, integration points with workforce planning and quality monitoring workflows, and configuration of recording policies to support contact centre performance and compliance use cases.
Integration activity was coordinated with the internal IT project team to embed the NICE CXone telephony stack into existing contact centre routing and the hospital overflow project, enabling the Service Centre to capture missed sales opportunities and enquiries. Operational coverage focused on the Nuffield Service Centre after its migration from Dorking to Epsom in May 2022, with the solution supporting hybrid working patterns introduced in 2020 and existing customer service, sales capture, and contact routing functions.
Governance and rollout followed an Agile project management methodology, with project management responsibilities assigned to the Head of Service Delivery for Customer Service Contact Centres and stakeholder engagement used to maintain employee engagement during transformation. Outcomes explicitly recorded in project notes include a successful contact centre transformation, the Service Centre migration delivered on planned timescales and budgets, and workforce improvements linked to prior retention initiatives that reduced attrition from 15% to under 6% during 2021.
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Buyer Intent: Companies Evaluating Nice CXone Workforce Call Recording
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FAQ - APPS RUN THE WORLD Nice CXone Workforce Call Recording Coverage
Nice CXone Workforce Call Recording is a Workforce Management solution from Nice Systems.
Companies worldwide use Nice CXone Workforce Call Recording, from small firms to large enterprises across 21+ industries.
Organizations such as Citibank UK, American Express Services Europe Limited and Nuffield Health are recorded users of
Nice CXone Workforce Call Recording for Workforce Management.
Companies using Nice CXone Workforce Call Recording are most concentrated in Banking and Financial Services and Healthcare, with adoption spanning over 21 industries.
Companies using Nice CXone Workforce Call Recording are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Nice CXone Workforce Call Recording across Americas, EMEA, and APAC.
Companies using Nice CXone Workforce Call Recording range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 66.67%.
Customers of Nice CXone Workforce Call Recording include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Nice CXone Workforce Call Recording customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Workforce Management.