A Leader. Built for the CX AI era.

NiCE Named a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service and Positioned Furthest for Completeness of Vision

Why vision matters as CX moves to AI

As AI reshapes CCaaS into CX AI, delivering complete customer resolutions takes AI agents, human agents, data and workflows working together across the enterprise.

In the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service, NiCE is named a Leader, and positioned furthest for Completeness of Vision, which we believe reflects a platform built to scale.

We believe this report covers three dimensions, including how recognized CCaaS vendors are evaluated, the criteria for what scale demands as AI takes on more work, and how the market seems to be moving from CCaaS to CX AI.

NiCE brings this future to life and helps leaders confidently move to CX AI with:

  • A conversational AI foundation built into one CX AI platform
  • One operating model for AI and human agents
  • Real-time intelligence that guides human agents toward better outcomes
  • Proven enterprise scale across global organizations

Download the report to see why Gartner® named NiCE a Leader and plan your move to CX AI with confidence.

Access the Gartner Report

Gartner, Magic Quadrant for Contact Center as a Service, By Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, 19 October 2026. Gartner and Magic Quadrant are trademarks of Gartner, Inc. and/or its affiliates. Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. This 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 Systems.