Overview
NiCE has been positioned as a Leader in Everest Group's European Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment 2026. The recognition centers on CXone Mpower, the platform that brings your whole operation together — omnichannel engagement, intelligent routing, conversational self-service, workforce engagement management, analytics, quality management, knowledge, agent assistance, and workflow orchestration, all working as one.
Product Category
Contact Center-as-a-Service (CCaaS): Everest Group defines CCaaS as a licensable, cloud-based platform that enables enterprises to manage omnichannel customer interactions. Core capabilities include automatic call distribution, Interactive Voice Response (IVR), self-service, workforce engagement management, quality management, analytics, reporting, and management insights. CCaaS products are delivered through proprietary platforms or technology partnerships, often enhanced with industry-specific capabilities.
Award Description
Everest Group recognitions are as follows:
- Leaders – Provide end-to-end customer management capabilities with broad multilingual coverage, including localized agent experiences, language-based routing, real-time translation, and AI support for European languages, accents, and dialects. They offer in-region and sovereign deployment options, including EU-hosted and country-specific environments, enabling enterprises to address data residency, operational resilience, business continuity, and regulatory requirements. Leaders embed European governance requirements through capabilities for data access, retention, deletion, records management, and cross-border data transfers. They have proven experience delivering multi-country CCaaS transformations through localized implementation resources, regional partner ecosystems, and multilingual support, particularly for regulated industries and multinational enterprises.
- Major Contenders – Provide comprehensive CCaaS capabilities while differentiating through strength in select countries, language groups, industries, or deployment models, supported by regional expertise and localized sales and support organizations.
- Aspirants – Are emerging or regionally focused CCaaS providers that differentiate through specialized capabilities such as outbound engagement, campaign management, and advanced call routing.