Overview
IDC has positioned NiCE in the Leaders category in this 2026 IDC MarketScape for worldwide agentic contact center–as-a service. This IDC study explores the evolution of CCaaS from basic call distribution to advanced, AI driven orchestration platforms. It highlights the shift toward agentic AI, enabling autonomous workflows and broader customer experience integration.
Product Category
Agentic Contact Center as a Service (CCaaS): An agentic contact center platform is a cloud-based customer service platform that combines traditional contact center capabilities — omni-channel routing, workforce management, and analytics — with autonomous AI agents that possess the ability to understand customer intent, retrieve information across disconnected systems, make independent decisions within defined guardrails, and execute end-to-end service workflows without human intervention.