Case Study: Bay Alarm Company achieves faster operator training, improved customer service and stronger liability protection with NICE Systems (NiceLog & NICE Inform)

Bay Alarm Company - Customer Case Study

Bay Alarm Company of Walnut Creek, California—the largest independently owned burglar alarm firm in the U.S. with more than 100,000 customers—found its legacy 30‑channel recording system unable to keep pace with rapid growth across two call centers handling over a million calls a year. The company needed a more robust way to capture interactions for training, customer service consistency and legal protection.

Bay Alarm implemented NiceLog® and NICE Inform™ (installed by Capture Technologies), tripling recording capacity so all inbound/outbound calls and patrol radio communications are captured. The solution enabled ten times more call reviews, faster operator training, improved customer service and a stronger liability safety net, while laying the groundwork for future multimedia and video verification capabilities.

Bay Alarm Company

Robert Mitchell

Vice President of Monitoring Services