List of NICE Engage Customers
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Since 2010, our global team of researchers has been studying NICE Engage 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 Engage for Customer Support 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 Engage for Customer Support include: Molina Healthcare, a United States based Healthcare organisation with 18000 employees and revenues of $40.65 billion, British Telecom, a United Kingdom based Communications organisation with 85300 employees and revenues of $26.83 billion, Tenet Healthcare, a United States based Healthcare organisation with 74480 employees and revenues of $20.67 billion, TSYS, a Global Payments Company, a United States based Banking and Financial Services organisation with 5000 employees and revenues of $4.00 billion, Student Loans Company, a United Kingdom based Government organisation with 3300 employees and revenues of $3.37 billion and many others.
Contact us if you need a completed and verified list of companies using NICE Engage, 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.
The NICE Engage customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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AIG UK | Insurance | 2815 | $2.4B | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2012 | n/a |
In 2012, AIG UK implemented NICE Engage in its Customer Support environment to enable enterprise call recording and incident logging across the EMEA region. The deployment paired NICE Engage call-recording with Avaya CMS and supported approximately 3000 Avaya users across four configured contact centres, providing a centralized capture layer for customer interactions and post-incident review workflows.
Operational responsibility for the NICE Engage implementation rested with onsite infrastructure engineering and voice engineering resources, who configured and maintained the call-recording solution while coordinating voice changes across EMEA. The program included SIP migrations and hardware installs in offices and data centres, the submission of high-level and low-level designs to a design authority, and staged rollouts to business teams. Integration points explicitly included Avaya CMS and Avaya telephony stacks, and governance emphasized proactive incident communication, ownership of voice change processes, and day-to-day technical resolution. Documented outcomes tied to the implementation included steady operational performance recognized through quarterly business awards, achievement of Avaya ACSS certification, and meeting stretched KPI targets during the period described.
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BNY Mellon UK | Banking and Financial Services | 4300 | $2.9B | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2014 | n/a |
In 2014 BNY Mellon UK implemented NICE Engage for Customer Support to centralize call recording and contact centre controls within its corporate telephony estate. NICE Engage was positioned as the primary voice recording and interaction management application supporting contact centre and voice surveillance functions across the bank.
The implementation combined NICE Voice Recording loggers, including version 4.1 and the NICE Engage platform, with ARC Call Attendant for agent and supervisor account provisioning and routine administration. Configuration work focused on recording capture, service engine management servers, routing servers and operational processes for account setup, maintenance checks and log retention consistent with contact centre requirements.
NICE Engage was integrated into a heterogeneous telephony landscape that included Cisco UCM 11.5, Cisco Unity and Unity Connection voicemail, IM and Presence services, MGCP H323 and SIP gateways and trunks, and Avaya CSM and CIM CCE9 contact centre components. Operational monitoring and support workflows referenced tools such as Cisco RTMT, SOLARWINDS Orion and PHONEVIEW, while change requests and defect tracking were managed through Remedy and problem tickets such as PBIs.
Operational scope for the NICE Engage deployment covered telephony and contact centre functions primarily across EMEA with extensions into APAC, affecting customer support, operations and telecoms teams. Governance and operational ownership rested with senior UCM and telecoms engineering staff who performed management, administration, fault resolution, root cause analysis and coordinated change requests with service providers to address firmware anomalies and traffic congestion.
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British Telecom | Communications | 85300 | $26.8B | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2017 | n/a |
In 2017 British Telecom standardized on NICE Engage as part of a Group-wide contact center platform strategy in the Customer Support category, selecting NICE WFM and Nexidia Analytics alongside NICE Engage to centralize multi-channel recording and analytics. The deployment decision addressed needs across British Telecom customer service organizations and sought improved customer experience and optimized total cost of ownership.
The NICE Engage platform was implemented to provide enterprise-grade multi-channel recording, archiving and streaming capabilities, while Nexidia Analytics delivered speech and text analytics for in-depth customer and agent interaction insights. NICE WFM was configured to manage forecasting and scheduling at scale, including optimization for a multi-skilled workforce and features aimed at improving employee engagement and reducing administrative overhead.
Architecture and deployment used a hosted delivery model to reduce timescales for rollout, with the integrated NICE suite instrumented to support multi-brand, multi-segment operational flexibility across the Group. The implementation covered British Telecom contact centers operating across its global footprint, with platform capacity demonstrated for managing and forecasting activities of thousands of contact center agents.
Governance centered on standardizing platforms for regulatory compliance and simplified support processes, with phased roll-out planned over a three year period and operational ownership aligned to central customer service organizations. NICE was selected for its service management and quantifiable metrics, and British Telecom planned to embed NICE Engage, NICE WFM and Nexidia Analytics into contact center workflows to accelerate return on investment and streamline operational support.
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Banking and Financial Services | 15000 | $2.5B | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2015 | n/a |
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Banking and Financial Services | 1700 | $900M | United States | Nice Systems | NICE Engage | Customer Support | 2018 | n/a |
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Healthcare | 18000 | $40.7B | United States | Nice Systems | NICE Engage | Customer Support | 2017 | n/a |
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Life Sciences | 1582 | $679M | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2020 | n/a |
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Professional Services | 4000 | $600M | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2019 | n/a |
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Professional Services | 11654 | $502M | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2016 | n/a |
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Government | 3300 | $3.4B | United Kingdom | Nice Systems | NICE Engage | Customer Support | 2016 | n/a |
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