NiCE is a Leader and recognized highest in Ability to Execute and furthest in Completeness of Vision in the 2025 Gartner® Magic Quadrant™ for CCaaS

NiCE has been named a leader in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) report again this year. This time, we’re positioned furthest for Completeness of Vision and highest for Ability to Execute among all vendors evaluated.

We believe the 2025 report signals a market shift. Enterprises are done stitching together point solutions that overpromise and underdeliver. Those Frankenstacks can’t keep pace with the demands of the unprecedented growth of customer experience (CX).

The future is AI-first. And it’s built on CXone Mpower, one platform that connects intelligence across the entire enterprise.

Here’s how CXone Mpower will drive your CX success:

• Automating customer service from intent to fulfillment
• Augmenting the entire workforce with real-time intelligence
• Orchestrating workflows across front and back office

This is our 11^th consecutive* year recognized as a Leader, but our growth isn’t incremental. We’re setting the exponential pace, defining the industry. Our placement validates more than a decade of investment and customer success.

But more importantly, it represents the path forward for every enterprise to move faster in the cloud, operate smarter with AI, and deliver experiences setting a new standard. Find out how. Read the report.

Vision that defines the future of CX

Our vision is clear and bold. The future is AI-first, but not AI-only. Humans and AI will work side by side, each amplifying the other’s strengths. Service will shift from reactive to proactive, where issues are prevented before they arise, and experiences are personalized in real time.

At the center is CXone Mpower, our unified AI platform that orchestrates data, workflows, and intelligence across the enterprise. With AI at the core, CXone Mpower delivers transformation that compounds value over time. Every interaction, workflow, and decision makes the next one smarter, driving measurable ROI in growth, efficiency, and loyalty.

The Gartner Magic Quadrant states that, “NiCE’s strong AI and analytics features are built upon the company’s vast stores of labeled data for customer intentions and actions. These capabilities leverage data from successful past interaction sequences and robust knowledge management functionality to develop AI copilots and autopilots.”

We believe this recognition affirms what our customers already know: our vision isn’t just bold, it’s actionable. CXone Mpower is delivering real transformation today, not someday. By unifying data, workflows, and intelligence across the enterprise, it enables AI and humans to work in harmony, driving smarter decisions and better outcomes.

Riding the AI wave on a unified AI platform

AI is no longer optional — it’s a business imperative. And when it’s built into one unified platform, the results are extraordinary.

A recent Metrigy study found companies using AI saw 20–32% gains in revenue, cost reduction, satisfaction, and efficiency, with 96% reporting new revenue and more than half already seeing measurable ROI.

Automation is scaling fast. Another Metrigy study reveals that AI powers 1 in 5 interactions, rising to nearly 4 in 10 by 2028. Generative AI is projected to resolve up to 75% of interactions, with top performers already targeting 51–75%. The companies getting ahead are 3.4x more likely to be satisfied with AI because they treat it as strategy, not experiment.

AI is also transforming the agent experience. From real-time resolution suggestions to smarter upsell and cross-sell opportunities to personalized discounting strategies, AI makes every interaction sharper, faster, and more profitable.

Global momentum on Ability to Execute

Organizations don’t gamble on their most prized assets: their customers. They choose NiCE because execution in mission-critical moments is non-negotiable. That is why our recognition for Ability to Execute reflects more than technology. It reinforces the trust that CX leaders in enterprises across industries and geographies place in NiCE to deliver when it matters most.

Customers choose NiCE because we make CX transformation simple: one platform, the most complete suite in the industry, and AI that’s already delivering results at enterprise scale.

The results tell the story:

• Lowes saved $1 million in operational costs within eight months
• OneSource Virtual increased its customer retention rate 96%
• Energy company PSEG Long Island exceeded 92% of their CSAT targets
• MAPS Credit Union reduced after-call work by 90%
• Oscar Health saw 40% productivity gains and a 71% increase in service levels
• Financial services provider ECSI scaled seasonal staffing volume savings by 6X

Our global momentum is also unmatched. NiCE operates in more than 150 countries, supported by a world-class partner ecosystem and the industry’s only sovereign cloud option.

What sets NiCE apart is not only delivering outcomes for one deployment or one region but replicating success across thousands of enterprises worldwide.

Look at what we helped these international organizations achieve:

• TD Bank reduced customer wait-time by 88 million minutes in one year
• Banco Itaú reduced abandoned calls by 50% and improved speed-to-answer 33%
• Boon Rawd Supply Chain increased staff engagement 28% and decreased staff attrition 25%
• Energy services provider e-regio increased customer reachability 98% and reduced costs 30%

NiCE Cognigy: Leaders powering AI-first CX

To further accelerate our vision, NiCE acquired Cognigy, a global leader in conversational and agentic AI. By uniting NiCE’s CXone Mpower platform with Cognigy’s conversational and agentic AI, we’re giving enterprises one intelligent system to deliver seamless experiences everywhere.

It helps agents work smarter, customers get faster answers, and businesses realize value at scale. This unified solution helps organizations deliver seamless, human-like service across every customer touchpoint, from the contact center to enterprise workflows.

Cognigy supports over 100 languages and channels, enabling fast, personalized service while freeing human agents to focus on high-value interactions. Combined with NiCE’s AI-first CX models, it makes agents smarter, deployments faster, and customer outcomes more impactful.

Together, we’re unlocking new opportunities by allowing organizations to scale AI-powered customer experience quickly and efficiently. Customers benefit from intelligent interactions, improved productivity, and greater flexibility, with Cognigy available both as part of CXone Mpower and as a standalone solution.

“This is a landmark moment for NiCE,” said our CEO Scott Russell. “Cognigy’s enterprise-grade AI and global success with brands like Mercedes-Benz, Nestlé, and Lufthansa will help us scale faster, enter new markets, and deliver unmatched value to our customers and partners”

Cognigy isn’t the only company we’ve partnered with this past year. In my recent blog, I highlight extraordinary leaders in AI, workflow automation, and data who work with us to continuously supercharge innovation. Together, we’re delivering solutions rapidly, efficiently, and at enterprise scale as we live up to our position as a Gartner and market Leader.

Customer voices: Why they chose us and keep choosing us

Organizations aren’t only realizing exceptional outcomes, they’re also sharing the appreciation they feel for NiCE and CXone Mpower:

“As a global organization, if you’re wanting to expand quickly, definitely choose NiCE CXone Mpower.” –Ryan Schweers, Dir. Of Support and Operations, Disney Streaming

“We’ve heard from agents all the way up to senior vice presidents that this was the best transition to a new technology product they’ve ever seen at Marriott. Statements like those don’t happen without a good partner like NiCE.” –Kristina Heidesch, Dir. Of CEC Systems Product Services, Marriott International

“We were constantly challenged to track down issues and didn’t generally know we had an issue until there was a complaint. Consolidating platforms on NiCE CXone Mpower was a no-brainer. Allowing central management of our voice presence was critical to improving our management capabilities and technical support. It also simplifies the networking and infrastructure.” –Ryan Standard, Global Dir. of Customer Enablement and Engagement, Bose

For more NiCE customer feedback, take a look at our other case studies.

Working together to create a NiCE world for everyone

At NiCE, we believe technology, people, and purpose should converge to amplify human experiences. Our mission is to create a NiCE world, where AI isn’t just about efficiency, but about empowering enterprises to deliver experiences that are seamless, connected, and personal.

Milestones like this don’t happen in a vacuum. They’re the result of bold ideas, relentless effort, and the unwavering belief of a community. To our customers, partners, investors, and our incredible NiCE team, we truly appreciate how much you’ve all helped shape this moment.

We’ll continue to push forward, innovate with purpose, and help our customers deliver extraordinary experiences one AI-first interaction at a time.

Access your copy of the Gartner® report and see what’s possible with AI-first CX.

_{The graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from NiCE.}

_{Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest raings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.}

_{*NiCE was recognized as inContact in the 2015 and 2016 Magic Quadrant reports for CCaaS, North America. It was recognized as NiCE inContact in the same report from 2017 until 2019. The report name was updated to Magic Quadrant for CCaaS starting 2020.}