• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          • Home
          • Resources
          • Enhancing operational efficiency and regulatory compliance by automating processes

          Case Study: Leading telecommunication provider

          Enhancing operational efficiency and regulatory compliance by automating processes

          By automating processes related to compliance, the Compliance Center allows the IT team to concentrate on other responsibilities.

          View story

          Download PDF version

          Additional Case Studies

          Case Studies

          Telecom Leader Automates Agent Notetaking With Enlighten AutoSummary

          With over 4,000 agents handling over 20 million customer interactions, Telecom Leader needed a solution that would help them achieve their goals while reducing costs and improving their agents’ experience.

          Case Studies

          Telecom Network drives enhanced customer experience with attended automation

          Telia Finland Oyj selected NiCE’s NEVA (Attended Automation) solution to be at the core of its intelligent automation program.

          Case Studies

          Healthcare System Rewrites Recording Compliance Policies with NiCE Guidance

          If you work in healthcare, then this case study is a must-read. The study details how one healthcare system used NiCE Recording and Compliance Center solutions to address outdated compliance policies and procedures.

          Resource Library

          Customer Story

          • CUSTOMER PROFILE
          • THE CHALLENGE
          • THE SOLUTION
          • THE RESULTS
          • What can NiCE do for you?

          • VIEW A DEMO

          CUSTOMER PROFILE

          THE CHALLENGE

          Our client’s call center receives around 100,000 calls from customers a day. Strict General Data Protection Regulation (GDPR) regulations grant individuals the right to ask organizations to delete their personal data, which includes recordings of calls. When such a request is received, the organization must comply without undue delay.

          In the course of a year, our client receives as many as 40,000 right-to-be-forgotten (RTBF) requests. For each such request, a search must be carried out for all recordings relating to the relevant customer, before each one can be deleted. With such a vast number of customer interactions, the manual process required to do this was extremely time consuming and somewhat error-prone, potentially exposing the company to fines, complaints and customers dissatisfaction.

          Another challenge related to local GDPR regulations was regarding call retention—the length of time recording must be maintained in the company’s system before it can be deleted. These regulations are prone to change by the country’s Financial Supervision Commission, such that calls that are due to expire have to be identified, and their retention period must be extended. This is another time-consuming task that was taking up the time and resources of the company’s IT team.

          A solution was needed that would reduce the complexities of managing RTBF requests and ever-changing retention requirements, and enable the company to operate quickly and efficiently.

          THE SOLUTION

          The company was already using the NiCE Engage platform for its interaction recording, and was delighted when Whirly, the inmarket NiCE agent, informed them of an additional offering that could help with its current challenges.

          The NiCE Compliance Center manages all contact center compliance needs in one location, automating processes while providing full visibility, including an audit trail for tracking different activities. It has a user-friendly dashboard that proactively helps to identify compliance gaps and take corrective actions, and can be tailored to the specific needs of the organization.

          The Compliance Center includes a built-in Policy Manager that enables various actions to be taken, including deletion, retention and extraction of recordings in the event that the customer, auditor or regulator makes a request to receive a specific recording. In practice, this means that, when for example a RTBF request is received, all relevant historical calls can be deleted from the Engage recording platform at once.

          The company purchased Compliance Center licenses for 2,500 agents across all the telecom companies in the group—cable tv, mobile, landline and internet.

          THE RESULTS

          Implementing the Compliance Center has had a huge impact on the company’s operations. When a customer requests that their data be deleted, the agent tags this in the CRM, along with an instruction not to record future calls from that customer. A recurring policy is then created in the Compliance Center Policy Manager function to search for these tags and automatically delete the interactions in question, on a regular basis.

          Similarly regarding retention of call files, if the regulatory requiring is increased from five to seven years, for example, a policy can be defined to automatically change the retention of all affected interactions.

          By automating operations around these compliance issues, the Compliance Center frees up the IT team to focus on other tasks.

          ON THE NiCE SOLUTION

          “Automating the operations through the NiCE Compliance Center enables our customer to respond to RTBF requests and implement changes required by the regulator quickly, easily and accurately, now that they no longer have to make each change manually on a call-by-call basis, tasks that used to take up to two weeks are executed almost immediately. This is a huge improvement in the efficiency of the company’s IT operations. In addition, the customer can be confident that their system is always up to date and ready for any request or regulator audit that may arise.”

          Andrzej Prajsnar

          CEO

          Whirly

          “The demand for the Compliance Center is continually evolving. Commercial organizations in Central & Eastern Europe are extremely sensitive to the need to adhere to EU privacy and security regulations, including GDPR. The country’s Financial Supervision Authority itself has elected to implement a bundled NiCE Recording, Analytics and Compliance Center solution. In doing so, they have set an example which other institutions in the country are now following. We were delighted to be able to support this client in overcoming their operational and compliance challenges, and continue to work to develop innovative technological solutions to meet the needs of our call center clients.”

          Eran Hadad

          CEO

          NICE

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

          Get Started with NiCE

          Join the thousands of businesses who trust NiCE to create exceptional customer experiences with purpose-built AI.

          Get a quote

          ABOUT

          Our client is a leading telecommunication operator in a European country, using state-of-the-art telecommunication solutions, including 5G technology, to develop services for its customers. With over 5 million contract customers, the company provides close to 18 million mobile telephony, pay TV and Internet services.

          INDUSTRY

          Leading telecommunication provider

          BUSINESS NEED

          Enhance operations around compliance with privacy regulations.

          RESULTS ACHIEVED

          • Improved operational efficiency
          • Improved accuracy
          • Reduced time to action GDPR requests
          • Reduced time to implement regulatory changes