List of NICE Interaction Management Customers
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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 | Insight Source |
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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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Distribution | 2500 | $500M | Russia | Nice Systems | NICE Interaction Management | Sales Analytics | 2017 | n/a |
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Retail | 20 | $2M | Singapore | Nice Systems | NICE Interaction Management | Sales Analytics | 2014 | n/a |
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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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