NiCE Sweeps 2025 ISG® Contact Center Buyers Guides, Named Overall Leader and Exemplary

NiCE today announced it has been named the Overall Leader and Exemplary rating in the published Contact Center ISG Buyers Guides™. The technology industry’s first market research assessing 40 software providers and their products across the entire contact center landscape in seven reports including the key categories of agent management, interaction analytics, self-service and across three vertical industries including healthcare, insurance and retail.

The research examined the advancing capabilities of AI infused into contact center platforms, tools and applications. This sweeping recognition underscores NiCE’s market leadership, powered by its industry-leading CXone Mpower platform.

By uniting innovation with decades of proven experience, NiCE is helping enterprises around the globe transform customer and employee experiences with unmatched intelligence, precision, and scale.

NiCE earned Overall Leader (Exemplary placement, upper right) recognition—awarded to providers that perform as best in class for Product and Customer Experience—across the following categories:

• Contact Centers
• Agent Management
• Customer Interaction Analytics
• Intelligent Self-Service
• Contact Centers for Healthcare
• Contact Centers for Insurance
• Contact Centers for Retail

At the center of NiCE’s leadership is CXone Mpower, the industry’s most comprehensive CX AI platform. CXone Mpower empowers organizations to orchestrate seamless customer journeys, optimize agent performance, and deliver hyper-personalized interactions at scale. By integrating conversational and agentic AI with deep domain expertise and purpose-built CX data models, CXone Mpower enables enterprises to achieve measurable results in efficiency, customer satisfaction, and business outcomes.

"NiCE’s position as Overall Leader across such a wide range of categories highlights its consistent innovation and customer impact," said Keith Dawson, Director of Research, Customer Experience, ISG Software Research. "With its AI-first approach, NiCE is shaping the future of customer experience and setting the standard for enterprises across industries."

With more than 20 years of continuous refinement, the ISG Buyers Guides remain a trusted evaluation framework for enterprises worldwide. NiCE’s sweeping recognition reflects its role as the industry benchmark for AI-powered, cloud-native customer experience. Enterprises seeking to accelerate their AI adoption and transform customer and employee engagement can explore how CXone Mpower redefines what’s possible in CX here.