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Market Leadership

NiCE Named a Leader in Workforce Engagement Management by Quadrant Knowledge Solutions

March 3, 2025

NiCE announced that it has been recognized as the outright Leader in the Quadrant Knowledge Solutions 2024 SPARK MatrixTM for Workforce Engagement Management out of ten vendors evaluated. NiCE secured the furthest positioning on both axes, underscoring CXone Mpower’s ability to maximize agent performance. NiCE attributes this recognition to CXone Mpower, the industry-leading AI platform enabling businesses to unify workflows, empower agents and drive service transformation at scale.

Key Differentiators for Workforce Engagement Management:

  • Unified AI Platform: CXone Mpower has the entire NiCE WEM suite in its AI platform with the feature richness of best of breed solutions, ensuring seamless data and workflow sharing.
  • Support for Digital and Voice Channels: NiCE enables businesses to manage their entire workforce across digital and voice channels, including asynchronous. Powered by AI, NiCE intelligently forecasts staffing to make sure that businesses always have the right staff on hand, across channels.
  • Workforce augmentation: With CXone Mpower Copilot for supervisors and agents, NiCE unites AI and human agents to enhance service experiences, streamline operations and drive productivity across all service touchpoints.
  • Flexibility and Scalability: With cloud-native solutions, hybrid options, and support for large-scale enterprises, NiCE ensures top-tier security, business continuity, and operational efficiency.

The report states, “NICE’s support for numerous digital communication channels and its robust capabilities for managing both remote and in-office teams reflect its adaptability to emerging workforce trends. With a strong foundation in cloud migration and a focus on expanding its solutions to legacy infrastructures and third-party systems, NiCE continues to evolve, meeting the needs of modern enterprises while enhancing both employee and customer experiences.”

With CXone Mpower, NiCE continues to set the industry standard for AI-powered workforce engagement management, empowering businesses to deliver smarter, more personalized, and highly efficient service experiences. As organizations navigate the future of customer service, NiCE remains at the forefront, driving innovation, scalability, and excellence at every touchpoint.

Discover how CXone Mpower is transforming customer service here.