Case Study: SYKES achieves flexible, cost-effective global call recording and rapid setup with NICE Systems

Sykes - Customer Case Study

SYKES, a global customer-care outsourcer serving major enterprises, needed a more flexible, scalable recording and analytics platform to support diverse, changing client requirements across dozens of sites worldwide. Its legacy appliance-based system was inflexible, costly to modify, and slowed onboarding, training and deployment of new contact centers.

SYKES implemented NICE Uptivity (voice and screen recording, file encryption and desktop analytics) to deliver PERM-based auditing, customizable local/remote configurations, and integrations with SYKES’ applications and telephony (DMCC, SIPREC, CTI). The solution cut costs, sped up setup and onboarding (some centers in under four weeks), improved scalability across global sites, simplified exports and reporting, and provided dedicated implementation support and ongoing product collaboration.

SYKES

Stephen Leonard

Telephony Engineer