Case Study: Leading Healthcare System achieves 99.84% call-recording reliability and 100% compliance visibility with NICE Systems

Healthcare Call Recording with Guidance for Legal & Financial Compliance

This not-for-profit integrated health care system in the Southeastern U.S.—with 800+ call center reps across 26 departments handling over 12,000 calls daily—faced a complex call-recording challenge requiring both legal (HIPAA) and financial (PCI DSS) compliance. Their legacy platform made audits and supervisor access slow and error-prone, forcing telecom engineers to spend hours locating recordings and leaving the organization vulnerable during legal and billing reviews.

They implemented NICE Recording, Desktop Tagging & Triggering, and NICE Compliance Center, supported by NICE Value Realization Services (VRS) business consultants who rewrote policies, trained supervisors, and built compliance dashboards. The result: 99.84% recording success, a 100% improvement in compliance and metric visibility, a 50–75% reduction in time to research recordings (from ~4 hours to 1–2), far fewer IT support tickets, and the ability to proactively respond to audits and legal inquiries.