List of NICE Real Time Process Optimisation Customers
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Since 2010, our global team of researchers has been studying NICE Real Time Process Optimisation 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 Real Time Process Optimisation 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 Real Time Process Optimisation for Call Center include: Enel Brazil, a Brazil based Utilities organisation with 8000 employees and revenues of $9.83 billion, Orange Polska, a Poland based Communications organisation with 10550 employees and revenues of $3.19 billion, Ageas UK, a United Kingdom based Insurance organisation with 2600 employees and revenues of $835.0 million, Help Line Italy, a Italy based Professional Services organisation with 300 employees and revenues of $33.0 million and many others.
Contact us if you need a completed and verified list of companies using NICE Real Time Process Optimisation, 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 Real Time Process Optimisation 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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Ageas UK | Insurance | 2600 | $835M | United Kingdom | Nice Systems | NICE Real Time Process Optimisation | Call Center | 2015 | Sinclair Voicenet |
In 2015 Ageas UK deployed NICE Real Time Process Optimisation in its Call Center to accelerate telephone-based transactions at Ageas Retail Intermediary. The implementation targeted agent desktop orchestration and real-time information retrieval to reduce handling time and improve validation accuracy.
The deployment implemented customer validation automation as a core capability, configuring NICE Real Time Process Optimisation to perform automated retrieval of account and status data and surface results via screen pop ups. The solution was configured to prompt agents with specific questions when records were incomplete, and to present consolidated status views that removed the need for manual lookups across multiple systems, materially speeding routine contact center workflows and increasing agent productivity.
Sinclair Voicenet supplied and supported the solution and delivered extensive consultancy to identify process optimization opportunities and to ensure the configuration matched operational requirements. The implementation integrated with eleven different backend systems and disparate data sources to assemble a single agent view, and the operational coverage focused on contact center agents handling new business and customer validation tasks within Ageas Retail Intermediary.
Governance and workflow changes included embedding rule driven prompts and scripted validation steps into frontline processes, and configuring real time orchestration to enforce those steps before transaction progression. The deployment delivered immediate operational benefits according to Ageas stakeholders, with faster customer validation, enhanced customer service, increased agent productivity, and a projection of significant savings over the next five years.
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Enel Brazil | Utilities | 8000 | $9.8B | Brazil | Nice Systems | NICE Real Time Process Optimisation | Call Center | 2014 | Belltech |
In 2014 Enel Brazil implemented NICE Real Time Process Optimisation in its Call Center operations. The deployment targeted contact centres in Brazil and was delivered in partnership with Belltech, integrating NICE Real Time Process Optimisation with agent desktop applications to provide real time guidance to agents during customer interactions.
The implementation configured NICE Real Time Process Optimisation to surface context aware prompts and procedural guidance to agents, focusing on repeat call reduction and shorter handle times, using core Call Center process optimization capabilities. The solution was embedded in agent desktop workflows to influence call routing, scripting, and on the fly decision support, aligning automated guidance with existing contact handling practices.
Deployment governance included a staged rollout across contact centres with Belltech responsible for implementation and configuration, and operational ownership retained by Enel Brazil contact centre management. Agent workflow updates and coaching were coordinated with the technical integration to ensure the NICE Real Time Process Optimisation outputs were actionable within existing desktop applications.
Results documented from the contact centre deployment include measurable reductions in average handling time, with overall AHT down about 30 seconds and billing inquiry AHT reduced by about 2 minutes 45 seconds, and a reported return on investment achieved in about 10 months following go live.
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Help Line Italy | Professional Services | 300 | $33M | Italy | Nice Systems | NICE Real Time Process Optimisation | Call Center | 2016 | Recording Enterprise Solutions |
In 2016 Help Line Italy implemented NICE Real Time Process Optimisation for Call Center operations focused on card fraud prevention and related back office processing. The deployment was introduced via Recording Enterprise Solutions as the implementation partner to integrate real time agent guidance and attended automation into operational workflows.
NICE Real Time Process Optimisation was used in combination with NICE Robotic Automation and desktop automation to deliver agent guidance, automate wrap up tasks, and accelerate decision workflows. Configuration emphasized real time alert triage, scripted agent prompts, and attended bot sequences that complete post‑call administrative activities to reduce manual touchpoints and speed case closure.
The architecture integrated NICE Real Time Process Optimisation with agent desktops and back office processing workflows through the Recording Enterprise Solutions implementation, aligning telephony event triggers with attended automation handoffs. Operational coverage targeted fraud prevention agents and supporting back office teams in Italy, handling approximately 8,000 alerts per month under the deployed call handling pattern.
Governance and process changes were centered on operationalizing agent guidance and attended automation, with RES coordinating rollout activities to synchronize guidance rules and attended bot behaviors with existing fraud handling procedures. Outcomes reported from the deployment include greater than 99 percent accuracy in alert handling and an average handling time reduction of about 82 percent, reflecting the combined effect of NICE Real Time Process Optimisation and attended automation on fraud-prevention workflows.
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Communications | 10550 | $3.2B | Poland | Nice Systems | NICE Real Time Process Optimisation | Call Center | 2017 | Chengdu Shangtong Time Digital Technology |
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