List of NICE Real-Time Service Optimization Customers
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Since 2010, our global team of researchers has been studying NICE Real-Time Service Optimization 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 Service Optimization 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 Service Optimization for Call Center include: Ausrion, a United States based Professional Services organisation with 23000 employees and revenues of $9.00 billion, Agero, a United States based Professional Services organisation with 2500 employees and revenues of $600.0 million and many others.
Contact us if you need a completed and verified list of companies using NICE Real-Time Service Optimization, 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 Real-Time Service Optimization 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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Agero | Professional Services | 2500 | $600M | United States | Nice Systems | NICE Real-Time Service Optimization | Call Center | 2013 | n/a |
In 2013, Agero implemented NICE Real-Time Service Optimization in its Call Center environment. NICE Real-Time Service Optimization was deployed to support Agero’s contact center operations for roadside assistance, connected vehicle services, and claims management, providing contact center agents with real-time guidance and new levels of process automation for complex and dynamic customer interactions such as mobile emergencies.
The implementation emphasized real-time guidance and decision support modules, dynamic scripting, and process automation capabilities to orchestrate multi-step response workflows and surface in-session prompts during critical incidents. NICE Real-Time Service Optimization was configured to instrument agent desktops, embed rule-driven prompts, and automate routine call flow steps consistent with Call Center functional workflows.
Integration focus aligned telephony and contact routing with CRM case context and event feeds from connected vehicle services and roadside assistance dispatch workflows, enabling real-time prompts tied to incident telematics and service events. Operational coverage included Agero’s customer response contact centers and adjacent claims teams responsible for managing mobile emergencies and connected vehicle events.
Governance adjustments accompanied the rollout, with standardized escalation workflows, script versioning, and clarified in-call decision authority to ensure consistent agent responses under automated guidance. The deployment positioned NICE Real-Time Service Optimization as a core Call Center application supporting Agero business functions in customer response and claims handling.
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Ausrion | Professional Services | 23000 | $9.0B | United States | Nice Systems | NICE Real-Time Service Optimization | Call Center | 2014 | n/a |
In 2014, Ausrion implemented NICE Real-Time Service Optimization in its Call Center environment to drive improved contact center productivity and operational visibility. The deployment targeted contact center operations and supervisory teams, embedding NICE Real-Time Service Optimization as the core real-time monitoring and agent guidance layer across agent desktops and supervisor dashboards.
The implementation configured typical Call Center capabilities including real-time performance analytics, live alerts for exceptions, session-based agent guidance, and performance dashboards to support coaching workflows. Deployment design emphasized low-latency event processing and in-session notifications to influence agent behavior in real time, with configuration focused on rules, thresholds, and role-based views for supervisors and coaches.
Operational integration centered on instrumenting agent desktop workflows and telephony event streams, aligning real-time alerts with existing contact routing and workforce management processes. Governance included centralized rule management and staged rollout to contact center teams, while outcomes reported in the implementation context highlighted productivity gains in the contact center through use of NICE Real-Time Service Optimization.
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