Overview
NiCE has been positioned as a Leader in Everest Group's Global 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 through proprietary solutions and strategic partnerships, offering the flexibility and customization required for complex enterprise deployments. They offer platform-wide AI capabilities, including virtual agents, enabling buyers to build, customize, and integrate solutions using proprietary and third-party Large Language Models (LLMs). Leaders are at the forefront of innovation, supported by a comprehensive product vision, strong execution, and sustained investments in product development. They have demonstrated success in delivering large-scale CCaaS implementations across multiple regions, supported by strong buyer feedback and mature implementation capabilities.
- Major Contenders – Deliver comprehensive CCaaS capabilities through a combination of proprietary solutions and strategic partnerships, often differentiating through automation, WEM, analytics, and conversational AI. They target specific industries, geographies, and buyer segments while expanding platform capabilities and strengthening go-to-market strategies to broaden market reach.
- Aspirants – Are emerging or specialized CCaaS providers that differentiate through focused capabilities such as outbound engagement, sales contact centers, and advanced call routing. They target specific geographies and buyer segments by offering responsive service, simplified deployment, personalized support, and competitive pricing.