NiCE has been recognized as a Growth and Innovation Leader in Frost & Sullivan’s 2025 Frost Radar™: Customer Experience Platforms, with strong performance reflected across all four regional reports: North America, Latin America, EMEA, and Asia-Pacific. The Frost Radar™ provides an industry benchmark of technology leadership and future growth potential, underscoring NiCE’s global momentum and the impact of its AI-first strategy.
This recognition reflects how NiCE is turning its AI‑first vision into real-world impact. At the center of that progress is CXone Mpower, redesigned to bring human and AI agents together on one platform. Over the past year, NiCE has accelerated innovation with new capabilities, role-specific copilots, and expanded sovereign cloud investments supporting regulated industries worldwide.
Why NiCE Stands Out
Frost & Sullivan’s recognition across all four regions highlights NiCE’s ability to combine innovation velocity, global partner strength, and an AI-first iplatform strategy. From WhatsApp-driven transformation in Brazil to sovereign cloud leadership in the UK and rapid migrations across APAC, NiCE continues to demonstrate the growth and innovation characteristics evaluated in the Frost Radar ™ and to shape the future of customer experience worldwide.
Regional Highlights
North America:
- NiCE holds the number-one market share in North America.
- In 2024, the company secured more than 200 enterprise deals exceeding $1M ACV, with nearly all including AI solutions.
- Deep partnerships with leading technology providers and FedRAMP-authorized applications reinforce NiCE’s position in highly regulated sectors.
Latin America:
- NiCE is the second-largest CX platform provider in the region.
- Frost & Sullivan highlighted customer results including Banco do Brasil’s 417 percent increase in registered contacts and Claro’s rollout of NiCE’s CCaaS solution to 8,500 agents, driving significant efficiency gains and stronger satisfaction scores.
EMEA:
- EMEA is NiCE’s fastest-growing region, with substantial partner-led expansion in the UK and continued investment in sovereign cloud capabilities.
- Wins such as the UK Department of Work and Pensions’ 40,000-seat deployment showcase scale and execution.
- The pending Cognigy acquisition is expected to further strengthen NiCE’s AI capabilities in the region.
Asia-Pacific:
- NiCE recorded double-digit CCaaS and cloud revenue growth in APAC in 2024, adding more than 100 new top parent account logos.
- The region saw large-scale government and airline migrations, including one deployment of more than 1,000 agents completed in under a month.
- New data centers in Japan and South Korea and sovereign-ready deployments in ANZ reinforced compliance leadership and extended reach through partners including Tata Communications, NTT Docomo Business, and Singtel.
