Apps Run The World Apps Purchases

Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	VAR/SI	Insight Source
DHL Express Russia	Distribution	2500	$500M	Russia	Nice Systems	NICE Interaction Management	Sales Analytics	2017	n/a	In 2017, DHL Express Russia deployed NICE Interaction Management as a Sales Analytics solution across its contact organization. The deployment covered contact centers in Moscow and Novosibirsk and delivered comprehensive call recording as the initial capability. NICE Interaction Management provided enterprise interaction capture and recording, creating a centralized repository of voice interactions and associated metadata to support analysis. In the Sales Analytics context the implementation supported use cases such as issue categorization, customer need analysis, and trend detection based on recorded interactions. Configuration emphasis was placed on capturing complete interaction lifecycles and enriching recordings with contact identifiers and timestamps to make recordings actionable for downstream workflows. The rollout was aligned with DHL Express Russia’s ICCC initiative Insanely Customer Centric Culture, using recorded interactions to surface root causes and to drive corrective actions aimed at avoiding repeat mistakes. Business functions impacted included contact center operations, customer experience management, and quality assurance, with recorded interaction evidence feeding review and remediation processes. Governance focused on operationalizing root cause analysis under ICCC and linking interaction data to process change workflows across sites. NICE Interaction Management serves as the system of record for voice interactions within DHL Express Russia’s contact organization, instrumenting customer engagement data for ongoing customer need understanding and structured remediation under the ICCC program.
Lipari Foods	Distribution	2500	$900M	United States	Sage	Sage Business Cloud X3 (ex Sage ERP X3)	ERP Financial	2018	n/a
	Distribution	2500	$410M	United States	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2015	n/a
	Distribution	2500	$410M	United States	UKG	UKG Workforce Central Timekeeper (ex Kronos Workforce Timekeeper)	Time and Attendance	2015	n/a
	Distribution	2500	$2.0B	United States	FIS Global	FIS GETPAID	AR Automation	2017	n/a
	Distribution	2500	$2.0B	United States	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2013	n/a
	Distribution	2500	$2.0B	United States	UKG	UKG Workforce Central Timekeeper (ex Kronos Workforce Timekeeper)	Time and Attendance	2013	n/a
	Distribution	2500	$25M	United States	UKG	UKG Workforce Central (ex Kronos Workforce Central)	Workforce Management	2011	n/a
	Distribution	2500	$25M	United States	UKG	UKG Workforce Central Timekeeper (ex Kronos Workforce Timekeeper)	Time and Attendance	2011	n/a
	Distribution	2500	$1.2B	United States	SAP	SAP SuccessFactors Recruiting	Recruiting,Applicant Tracking System	2012	n/a

Logo

Customer

Industry

Empl.

Revenue

Country

Vendor

Application

Category

When

VAR/SI

Insight

Insight Source

DHL Express Russia

Distribution

2500

$500M

Russia

Nice Systems

NICE Interaction Management

Sales Analytics

2017

n/a

In 2017, DHL Express Russia deployed NICE Interaction Management as a Sales Analytics solution across its contact organization. The deployment covered contact centers in Moscow and Novosibirsk and delivered comprehensive call recording as the initial capability. NICE Interaction Management provided enterprise interaction capture and recording, creating a centralized repository of voice interactions and associated metadata to support analysis. In the Sales Analytics context the implementation supported use cases such as issue categorization, customer need analysis, and trend detection based on recorded interactions. Configuration emphasis was placed on capturing complete interaction lifecycles and enriching recordings with contact identifiers and timestamps to make recordings actionable for downstream workflows. The rollout was aligned with DHL Express Russia’s ICCC initiative Insanely Customer Centric Culture, using recorded interactions to surface root causes and to drive corrective actions aimed at avoiding repeat mistakes. Business functions impacted included contact center operations, customer experience management, and quality assurance, with recorded interaction evidence feeding review and remediation processes. Governance focused on operationalizing root cause analysis under ICCC and linking interaction data to process change workflows across sites. NICE Interaction Management serves as the system of record for voice interactions within DHL Express Russia’s contact organization, instrumenting customer engagement data for ongoing customer need understanding and structured remediation under the ICCC program.