Case Study: Fiserv achieves rapid PCI compliance and scalable omnichannel recording with NICE Systems' Engage solution

Fiserv - Customer Case Study

Fiserv, a FORTUNE 500 financial services firm operating four contact centers and 1,300 agents handling roughly 14 million calls a year, faced growing operational complexity and new PCI DSS requirements—most notably the TLS encryption deadline—that left its legacy NICE Interaction Management platform noncompliant. The company needed omnichannel recording, scalability, regulatory compliance and a rapid, low‑risk upgrade with minimal business disruption.

Fiserv upgraded to NICE Engage and complementary NICE solutions (Workforce Management, Analytics, Quality and VRS) in an accelerated on‑prem deployment, with NICE prioritizing integrations and configurations to cut the timeline from 17 to about 10–11 weeks. The project delivered a seamless go‑live, full PCI certification, cohesive integrations, maximum continuity and a scalable, future‑proof recording platform ready for cloud, hybrid and new compliance requirements.

Fiserv

Todd Gould

Fiserv