List of NICE Interaction Recording 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 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 Interaction Recording for Call Center 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 Recording for Call Center include: BP, a United Kingdom based Oil, Gas and Chemicals organisation with 100500 employees and revenues of $189.19 billion, Morgan Stanley, a United States based Banking and Financial Services organisation with 80000 employees and revenues of $61.76 billion, BPCE Group, a France based Banking and Financial Services organisation with 10000 employees and revenues of $26.82 billion, FirstGroup, a United Kingdom based Transportation organisation with 29000 employees and revenues of $6.20 billion, AvMed, a United States based Insurance organisation with 600 employees and revenues of $850.0 million and many others.
Contact us if you need a completed and verified list of companies using NICE Interaction 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 CRM software purchases.
The NICE Interaction Recording 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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AvMed | Insurance | 600 | $850M | United States | Nice Systems | NICE Interaction Recording | Call Center | 2017 | n/a |
In 2017, AvMed deployed NICE Interaction Recording in its Call Center to capture agent interactions and support Member Services Quality Assurance. The implementation focused on station side capture, recording approximately 10 calls per agent per week via AvMed's Avaya switch, feeding centralized voice recordings and associated adherence metadata into NICE Interaction Recording.
The deployment leveraged NICE Interaction Recording's recording and quality review capabilities, enabling the QA team to access audio and adherence information for evaluation. Member Services Quality Assurance audits average ten recorded calls per month for full time agents and four per month for part time staff, and agents are able to verify the accuracy of adherence information and the quality of service directly within the NICE system.
Operational governance was updated alongside the technical rollout, with formalized workflow procedures introduced to increase agent awareness of performance relative to goals. The new workflows ensured that training opportunities identified during QA evaluations are communicated to agents and addressed through the established remediation and coaching process.
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BP | Oil, Gas and Chemicals | 100500 | $189.2B | United Kingdom | Nice Systems | NICE Interaction Recording | Call Center | 2009 | n/a |
In 2009, BP implemented NICE Interaction Recording to establish enterprise voice capture and retention for its Call Center operations. The deployment of NICE Interaction Recording was provisioned to support recording across contact centers and trading environments, with operational coverage documented for North America, Europe and the Far East.
The NICE Interaction Recording implementation focused on interaction capture, centralized storage and indexed retrieval, supporting typical Call Center capabilities such as recorded call playback, compliance retention and search-based evidence retrieval. Configuration and lifecycle activities included application of patches, coordinated major system upgrades and preparation of formal test plans for post-upgrade validation.
Integrations were implemented with Cisco CallManager telephony infrastructure and with BT ITS trading systems, enabling recorded sessions from both contact center voice channels and trading desks to be consolidated under NICE Interaction Recording. Governance and operational ownership rested with a Voice Recording Implementation and Test Manager who managed upgrade execution, issue resolution and cross-region test plan rollout across BP sites.
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BPCE Group | Banking and Financial Services | 10000 | $26.8B | France | Nice Systems | NICE Interaction Recording | Call Center | 2010 | n/a |
In 2010, BPCE Group implemented NICE Interaction Recording in its Call Center environment to centralize contact recording and interaction management. The deployment targeted Caisse d'Epargne production contact centers with more than 1000 agent positions and was positioned alongside broader contact center consolidation projects across CRC sites including Dijon, Metz, Douai, Blois, and Toulon.
The NICE Interaction Recording implementation included core recording and interaction management capabilities, deployed on a Windows Server estate consisting of Windows Server 2003, 2008 R2 and 2012 R2, and supported by Microsoft SQL Management Studio for database and retention management. Configuration work focused on centralization of recording assets and instrumenting NICE Interaction Management 4.1 as the enterprise recording platform within the Call Center stack.
Integrations were explicitly aligned with the Genesys contact center suite and Alcatel 4400 PABX telephony, with the NICE Interaction Recording solution operating alongside Genesys components for Framework, Management, Media and Routing layers. The program ran in parallel with Genesys platform version changes from v7.6 to v8.5, an Alcatel PABX upgrade project, datacenter relocations for Genesys application servers, and deployment of IP telephony on CRC Toulon, demonstrating multi-system orchestration across telephony and contact routing layers.
Operational governance centered on Level 2 production support and on-call coverage, with responsibilities for installation of application deliverables, optimization, monitoring of developments, and documentation. Teams produced and maintained runbooks and a wiki for Genesys, Nice and PABX solutions, and the implementation work included environment preparation, application installation and cutover activities coordinated with PABX and Genesys upgrade timelines.
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FirstGroup | Transportation | 29000 | $6.2B | United Kingdom | Nice Systems | NICE Interaction Recording | Call Center | 2016 | n/a |
In 2016, FirstGroup deployed NICE Interaction Recording as part of a Call Center program to centralize capture and review of contact interactions. The implementation included NICE Interaction Recording alongside Nexidia Analytics and Quality Central, establishing a combined platform for recording, analytics, and quality management within FirstGroup contact operations.
The deployment of NICE Interaction Recording provided core modules for continuous voice and screen interaction capture, indexed storage and searchable playback, and configurable retention for compliance. Quality Central was used to instrument calibrated quality scoring workflows and evaluation forms, while Nexidia Analytics provided interaction mining and speech analytics capabilities to surface trends and call-level insights.
Operationally the solution was structured as a centralized interaction repository accessible to contact center quality, compliance, and operations teams, supporting day to day customer service and operational review processes. Configuration work focused on recording policies, metadata tagging and QA workflow templates to align recordings with existing contact handling and review practices.
Governance centered on role based access and scripted QA workflows, with administrators managing retention rules and evaluator assignments through Quality Central. The implementation emphasized reproducible evaluation processes and searchable interaction archives, positioning NICE Interaction Recording within FirstGroup as the system of record for contact interactions and quality assurance.
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Morgan Stanley | Banking and Financial Services | 80000 | $61.8B | United States | Nice Systems | NICE Interaction Recording | Call Center | 2017 | n/a |
In 2017, Morgan Stanley deployed NICE Interaction Recording as part of a broader NICE Interaction Management and NICE Interaction Analytics implementation to capture customer interactions across its Call Center. The deployment was positioned to enable root cause analysis of contact center behavior and to improve the fidelity of performance measurement beyond aggregate average handle time and agent evaluation scores.
The implementation encompassed interaction capture, centralized interaction management, and analytics pipelines, with NICE Interaction Recording providing full session capture and indexing across voice channels. Functional capabilities implemented included automated recording, interaction search and playback, analytics-driven root cause analysis, and KPI instrumentation through NICE Interaction Analytics to surface patterns in hold and transfer behaviors.
Operational scope focused on contact center operations and quality assurance teams, where recorded interactions were used for supervisor review, operational diagnostics, and training evidence. Analytics outputs were routed into performance measurement workflows to help teams analyze drivers of handle time and routing decisions, supporting compliance and continuous improvement efforts.
Governance and rollout emphasized expanding performance metrics rather than relying solely on AHT and agent scores, with Morgan Stanley expanding their set of KPIs using NICE Interaction Analytics to also measure Average hold time, Hold usage rate, Outbound call rate, Cold transfer rate, Percent of interactions exceeding 2.5 minutes of hold, and Percent of interactions exceeding 2 holds. The initiative was explicitly aimed at getting a more comprehensive picture of contact drivers and lowering average handle time through more granular measurement and root cause analysis.
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Buyer Intent: Companies Evaluating NICE Interaction Recording
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating NICE Interaction Recording. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating NICE Interaction Recording for Call Center include:
- PostFinance, a Switzerland based Banking and Financial Services organization with 3907 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD NICE Interaction Recording Coverage
NICE Interaction Recording is a Call Center solution from Nice Systems.
Companies worldwide use NICE Interaction Recording, from small firms to large enterprises across 21+ industries.
Organizations such as BP, Morgan Stanley, BPCE Group, FirstGroup and AvMed are recorded users of
NICE Interaction Recording for Call Center.
Companies using NICE Interaction Recording are most concentrated in Oil, Gas and Chemicals, Banking and Financial Services and Transportation, with adoption spanning over 21 industries.
Companies using NICE Interaction Recording are most concentrated in United Kingdom, United States and France, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of NICE Interaction Recording across Americas, EMEA, and APAC.
Companies using NICE Interaction Recording range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 20%, large organizations with 1,001-10,000 employees - 20%, and global enterprises with 10,000+ employees - 60%.
Customers of NICE Interaction 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 Interaction Recording customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.