NICE Interaction Management (NIM) 

NICE Interaction Management enables you to seamlessly capture, store, analyze, and harness customer interaction data for enhanced performance and decision-making. 

Overview: NICE Interaction Management (NIM) 

NICE Interaction Management (NIM) is a software solution designed to streamline and enhance customer interaction management in contact centers, offering improved monitoring, analysis, and workflow capabilities for superior customer service and compliance. 

As of 2016, NICE Interaction Management (NIM) is no longer available to be sold. 


Evidenced in the name, NICE Interaction Management analyzes customer interactions for various purposes, including sentiment analysis, compliance monitoring, and identifying areas for improvement. It also supports the management of customer interactions through multiple workflows and case management systems. This helps in issue resolution and tracking.  

In addition, NIM provides reporting and analytical tools to help organizations gain insights into their customer interactions, employee performance, and operational efficiency. NIM supports interactions across multiple communication channels, allowing organizations to provide consistent customer service across various platforms. 

Support for NICE Interaction Management (NIM) 

If you are still using NICE Interaction Management, also known as NIM, Wilmac Technologies can recommend an upgrade to the next best-fit workforce engagement management solution for your organization. 

If you are transitioning to a new vendor and have data that you must retain, you should also consider our data archiving solution Continuity Replay. Continuity Replay is a search and replay tool that extracts your data from its original system, converts it into an open file format, and securely stores it in a browser-based user interface. It is designed to get you back in control of your data and give your organization the flexibility to manage it without having to rely on the original vendor. 

Recommended Solutions & Upgrades

What makes Wilmac Technologies different?


30+ Years Experience in Workforce Optimization (WFO)

Wilmac Technologies entered the WFO realm in 1992, and have since become a leader in providing mission-critical communications recording and customer experience technologies to businesses globally.


Experienced and Tenured Industry Professionals

Our evolution in this industry has involved working with customers in banking, healthcare, insurance, higher education, retail, and more. Visibility into these customers’ technology needs has helped us identify and understand the best solutions for each industry.


Solution-focused Service Team

Wilmac Technologies’ team of professional and technical experts, all tier-three trained, span four service hubs in North America. With a combined industry tenure of over 100 years, our service team has a plan of action prepared for any issue that may arise.


Premier Partners of Industry-leading Vendors

Partnering with NICE, Verint, and Calabrio for over 30 years, we have set high expectations with who we partner with and what solutions we represent.


In-house Development of our Enterprise Information Archiving Portfolio

After reselling best-of-breed solutions for many years, our loyal customers came to us with unique problems surrounding their call recording retention periods. Because of our familiarity with the industry, we developed our Enterprise Information Archiving products and solutions to solve these problems. These are continuously being improved with customer input everyday.

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