List of NICE Interaction Management Customers
NiCE
13 Zarchin Street,
Ra'anana, 4310602,
Israel
Ra'anana, 4310602,
Israel
972 9 775 3151
Professional Services
9626
$2.9B
Since 2010, our global team of researchers has been studying NICE Interaction Management 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 Interaction Management for Sales Analytics 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 Interaction Management for Sales Analytics include: CTBC Bank, a Taiwan based Banking and Financial Services organisation with 27000 employees and revenues of $4.23 billion, Bread Financial, a United States based Banking and Financial Services organisation with 6000 employees and revenues of $3.84 billion, University of Phoenix, a United States based Education organisation with 11320 employees and revenues of $3.00 billion, Citibank UK, a United Kingdom based Banking and Financial Services organisation with 15000 employees and revenues of $2.50 billion, Koninklijke Philips N.V.,, a United States based Manufacturing organisation with 4900 employees and revenues of $1.05 billion and many others.
Contact us if you need a completed and verified list of companies using NICE Interaction Management, 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 CRM software purchases.
The NICE Interaction Management 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 CRM 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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Bread Financial | Banking and Financial Services | 6000 | $3.8B | United States | Nice Systems | NICE Interaction Management | Sales Analytics | 2015 | n/a |
In 2015, Bread Financial deployed NICE Interaction Management to support Sales Analytics within its operations insights and analytics function. NICE Interaction Management was positioned to capture customer engagements and provide interaction data to sales analytics and contact center decisioning workflows.
Configuration focused on interaction capture and analytics capabilities, including multichannel interaction recording, speech and text analytics, and rule based interaction tagging to enrich customer profiles and sales pipelines. Native reporting, dashboards, and analyst-focused views were configured to surface customer feedback and interaction trends as inputs to Sales Analytics workflows.
The implementation integrated NICE Interaction Management with contact center platforms and operational data repositories to align interaction records with transaction and customer data, enabling sales analytics to correlate engagement signals with account behavior. Operational coverage included the card services and operations insights teams, standardizing interaction datasets for downstream analytics and reporting processes.
Governance and process design emphasized embedding the voice of the customer into decision workflows, instituting controls that require customer feedback to be considered before finalizing decisions, a practice reflected in client commentary from Dan Zabloudil, Director, Operations Insights & Analytics at Alliance Data’s Card Services Business, who noted NICE solutions help keep customer feedback at the forefront and ensure decisions are not finalized until the voice of the customer has been considered. The deployment centralized interaction metadata within NICE Interaction Management and made customer sentiment an explicit input to sales and operational decision making.
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Citibank UK | Banking and Financial Services | 15000 | $2.5B | United Kingdom | Nice Systems | NICE Interaction Management | Sales Analytics | 2015 | n/a |
In 2015, Citibank UK implemented NICE Interaction Management as part of its Sales Analytics tooling to centralize voice capture and playback for trading and compliance workflows. The deployment targeted the EMEA trade floor and UK operations, positioning NICE Interaction Management to support regulated interaction recording and evidence playback across trading desks and business units.
The implementation configured core interaction recording and retrieval capabilities, including voice recording capture, playback, and session extraction using NIM 4.1 and NICE 8.9. Functional workflows emphasized transaction verification, dispute resolution, liability prevention, order confirmation, fact finding, and quality monitoring consistent with Sales Analytics use cases.
Operational coverage extended to telephony audit and reporting, with responsibilities to extract, analyze, and report interaction data for regulatory requirements. The program included daily oversight of order and task queues representing readiness states, and management of Citibank UK’s extension directory database of over 60,000 entries, plus operational linkage to procurement and invoice processes for vendors such as IPC, Redwood, and Etrali.
Governance and process changes accompanied the technology rollout, including definition and enforcement of service support levels, escalation handling to appropriate work groups, and structured lessons learned sessions to streamline service desk procedures. The initiative included team coaching and SLA restructuring, with an internal program that coached a 21 person team and adjusted RFM team completion timelines, driving up performance and standards by 32 percent and eliminating over 10,000 directory entries to save the business over £50,000.
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CTBC Bank | Banking and Financial Services | 27000 | $4.2B | Taiwan | Nice Systems | NICE Interaction Management | Sales Analytics | 2017 | n/a |
In 2017, CTBC Bank implemented NICE Interaction Management together with NICE Quality Management to strengthen contact center quality and analytics. The deployment targeted Taiwan Retail Banking Customer Service Department and positioned NICE Interaction Management as the core Sales Analytics platform for interaction monitoring and evaluation.
Configuration emphasized interaction capture and centralized evaluation, using automated quality scoring, evaluator workflows, and reporting dashboards to standardize assessments across agent teams. The NICE Quality Management capabilities were instrumented to support scheduled sampling, scorecard driven reviews, and digital evidence playback for coaching.
Operational rollout covered the bank's retail customer service organization in Taiwan, focusing on agent performance management and customer experience processes. Governance changes introduced standardized scoring criteria and formalized evaluator roles to accelerate quality monitoring cycles and to embed routine coaching workflows.
The implementation increased quality monitoring efficiency, and in just 6 months agent performance ratings improved by five percent. Customer satisfaction ratings rose from 90.1 to 93.6 percent, outcomes reported by Lily Tong, Senior Vice President, Taiwan Retail Banking Customer Service Department, Chinatrust Commercial Bank.
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DHL Express Russia | Distribution | 2500 | $500M | Russia | Nice Systems | NICE Interaction Management | Sales Analytics | 2017 | n/a |
In 2017, DHL Express Russia deployed NICE Interaction Management as a Sales Analytics solution across its contact organization. The deployment covered contact centers in Moscow and Novosibirsk and delivered comprehensive call recording as the initial capability.
NICE Interaction Management provided enterprise interaction capture and recording, creating a centralized repository of voice interactions and associated metadata to support analysis. In the Sales Analytics context the implementation supported use cases such as issue categorization, customer need analysis, and trend detection based on recorded interactions. Configuration emphasis was placed on capturing complete interaction lifecycles and enriching recordings with contact identifiers and timestamps to make recordings actionable for downstream workflows.
The rollout was aligned with DHL Express Russia’s ICCC initiative Insanely Customer Centric Culture, using recorded interactions to surface root causes and to drive corrective actions aimed at avoiding repeat mistakes. Business functions impacted included contact center operations, customer experience management, and quality assurance, with recorded interaction evidence feeding review and remediation processes. Governance focused on operationalizing root cause analysis under ICCC and linking interaction data to process change workflows across sites.
NICE Interaction Management serves as the system of record for voice interactions within DHL Express Russia’s contact organization, instrumenting customer engagement data for ongoing customer need understanding and structured remediation under the ICCC program.
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International SOS | Retail | 20 | $2M | Singapore | Nice Systems | NICE Interaction Management | Sales Analytics | 2014 | n/a |
In 2014 International SOS implemented NICE Interaction Management under the Sales Analytics category to operationalize real-time interaction handling across its global assistance network. The deployment was purpose-built to support contact center operations and high-acuity operations case management tied to aeromedical transportation and repatriation workflows.
Configuration emphasized real-time interaction management, workforce scheduling and analytics capabilities provided by NICE Interaction Management, and case orchestration aligned with operational escalation patterns. Implementation activity focused on real-time monitoring, interaction routing, analytics-driven schedule planning, and reporting to support supervisors and workforce planners.
Operational coverage extended across 27 international Assistance Centers and both night and day shift environments, with explicit use cases noting management of up to 500 calls and 500 emails per day and handling as many as 900 active cases simultaneously. The platform supported schedule creation and direct management for over 50 employees, and was used in live queuing and response orchestration during high-volume periods.
Governance and workflow restructuring paired NICE Interaction Management data with people processes, enabling coaching using the GROW method, sit-down evaluations with SMART goals, and use of interaction data for service recovery investigations. Supervisors leveraged platform reports and live interaction visibility to drive hiring interviews, training feedback, and quality assurance workflows.
The implementation of NICE Interaction Management at International SOS within the Sales Analytics category supported delivery of exceptional service and assistance to members and clients, facilitated continued employee learning and development, and enabled targeted internal process and quality-of-life improvements as cited in operational notes.
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Healthcare | 2500 | $450M | United States | Nice Systems | NICE Interaction Management | Sales Analytics | 2014 | n/a |
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Manufacturing | 4900 | $1.1B | United States | Nice Systems | NICE Interaction Management | Sales Analytics | 2017 | n/a |
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Life Sciences | 1582 | $679M | United Kingdom | Nice Systems | NICE Interaction Management | Sales Analytics | 2018 | n/a |
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Professional Services | 1500 | $650M | United States | Nice Systems | NICE Interaction Management | Sales Analytics | 2017 | n/a |
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Education | 11320 | $3.0B | United States | Nice Systems | NICE Interaction Management | Sales Analytics | 2017 | n/a |
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FAQ - APPS RUN THE WORLD NICE Interaction Management Coverage
NICE Interaction Management is a Sales Analytics solution from Nice Systems.
Companies worldwide use NICE Interaction Management, from small firms to large enterprises across 21+ industries.
Organizations such as CTBC Bank, Bread Financial, University of Phoenix, Citibank UK and Koninklijke Philips N.V., are recorded users of
NICE Interaction Management for Sales Analytics.
Companies using NICE Interaction Management are most concentrated in Banking and Financial Services, Education and Manufacturing, with adoption spanning over 21 industries.
Companies using NICE Interaction Management are most concentrated in Taiwan, United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of NICE Interaction Management across Americas, EMEA, and APAC.
Companies using NICE Interaction Management range from small businesses with 0-100 employees - 10%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 60%, and global enterprises with 10,000+ employees - 30%.
Customers of NICE Interaction Management 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 Interaction Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Sales Analytics.