Case Study: NICE Systems achieves global process consistency and local flexibility with ProcessGene

NICE Systems - Customer Case Study

NICE Systems, a global leader in analytics-driven customer and security solutions with more than 24,000 customers worldwide, needed to balance a “think global — act local” strategy across multiple business units and geographies. Their main challenges were delivering a consistent, pre-tested global process baseline while allowing controlled local flexibility, improving process knowledge transfer between headquarters and subsidiaries, strengthening business-to-IT alignment, and meeting regulatory and quality requirements.

ProcessGene delivered a multi‑organization process realization solution that establishes a single global baseline at the top of the organizational structure while permitting authorized local variations, making relationships between global and local practices visible. The result was a common process terminology and hierarchy, better alignment of requirements with implementation, clearer business–IT visibility, easier reuse of the baseline for IT rollouts and upgrades, and centralized retention of organizational knowledge to support compliance and continuous improvement.

NICE Systems

Dovi Malik

Director of Quality and Compliance