NiCE Sweeps Metrigy Awards: NiCE Named Leader in Metrigy 2025 MetriRank for CCaaS and Earned Four Metrigy MetriStar Awards

NiCE today announced it has once again been recognized as the Contact Center-as-a-Service (CCaaS) MetriRank Leader by Metrigy for the third consecutive year, achieving the highest possible scores in market share, market momentum and product mix. In addition, NiCE earned four MetriStar Top Provider Awards in the 2025 Metrigy MetriStar Awards for Contact Center-as-a-Service Platforms, Self-Service Knowledge Management Platforms, Agent Assist Applications, and Voice of the Customer (VoC) Platforms.

At the heart of NiCE’s leadership is CXone Mpower—a comprehensive AI platform reimagining customer experience. CXone Mpower empowers organizations to automate service interactions in seconds, while ensuring seamless compliance, effortless integrations, and natural, human-like AI conversations.

“Nearly half of companies plan to increase spending on CCaaS this year, and 55.5% plan to increase spending in 2026, and it’s no wonder. Regardless of their size, companies are seeing measurable improvements in their business success metrics, thanks to sophisticated product features supported by AI,” says Robin Gareiss. “Though 34% of companies use CCaaS now, nearly 30% more plan to use it this year or next year. Based on our research, the competitive landscape is crowded, with numerous providers offering products and services for specific sizes, regions, and industry segments.”

“NiCE has a commanding market share lead, along with highly competitive products, leadership, and financial strength to continue receiving high sentiment scores and improved business success,” Gareiss added.

Additionally, NiCE received above-average scores in both customer sentiment and customer business success, with particularly strong ratings for AI capabilities. NiCE also earned above-average success scores across all four business success metrics: first contact resolution, agent attrition rate, contact center as a value center, and CSAT.

NiCE Further Recognized with Four MetriStar Top Provider Awards

The Metrigy 2025 MetriStar Awards recognize technology providers whose customers achieved high business success and above-average customer sentiment ratings. NiCE received Top Provider awards in the following categories:

• Contact Center-as-a-Service Platforms
• Self-Service Knowledge Management Platforms
• Agent Assist Applications
• Voice of the Customer (VoC) Platforms

These recognitions reaffirm NiCE’s commitment to driving innovation and customer success across the contact center landscape.

See how organizations around the world are reimagining their customer service with NiCE here.

Learn more about how NiCE can transform your business here.