List of NICE Interaction Recording Customers
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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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Transportation | 29000 | $6.2B | United Kingdom | Nice Systems | NICE Interaction Recording | Call Center | 2016 | n/a |
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Banking and Financial Services | 80000 | $61.8B | United States | Nice Systems | NICE Interaction Recording | Call Center | 2017 | n/a |
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Buyer Intent: Companies Evaluating NICE Interaction Recording
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