Case Study: Leading Telecommunication Provider achieves faster GDPR compliance and automated retention management with NICE Systems' Compliance Center

Enhancing operational efficiency and regulatory compliance by automating processes

A leading European telecommunications operator serving more than 5 million contract customers and nearly 18 million total services faced a mounting compliance and operational challenge: its call center handles about 100,000 calls a day and receives up to 40,000 GDPR “right to be forgotten” (RTBF) requests per year. Manually searching for and deleting recordings for each request — plus regularly updating retention periods to meet changing Financial Supervision Commission rules — was time‑consuming, error‑prone and tying up the IT team.

The company added the NICE Compliance Center to its existing NICE Engage recording platform for 2,500 agents, using the Policy Manager to tag CRM requests, auto-search and delete relevant recordings, and update retention rules across datasets. Automation cut manual processing (previously taking up to two weeks) to near‑instant action, improved accuracy, sped regulator-driven retention changes, and freed IT resources while ensuring ongoing GDPR compliance.