Overview
NiCE has been positioned as a Leader in ISG Research's ISG Buyers Guide™: Customer Experience Management, 2026, ranking second of 28 providers evaluated and rated Exemplary overall. The recognition centers on NiCE CXone, the platform that brings your whole customer experience operation together — interaction handling, resource and knowledge management, orchestration and workflow automation, analytics and insight, and customer journey management, all working as one.
Product Category
Customer Experience Management (CXM): ISG Research defines CXM software as a suite of applications built on a common platform that enables an interdepartmental view of customer activity and provides mechanisms for controlling and optimizing that activity. It also manages the customer journey, analyzes customer behavior and intent, and coordinates customer communications across channels and departments.
Award Description
ISG Research classifies software providers into one of four ratings based on their weighted performance in Product Experience (80%) and Customer Experience (20%):
- Exemplary – Applies to those providers that performed above the median on Product and Customer Experience requirements.
- Innovative – Applies to those that performed above median in Product Experience but not in Customer Experience.
- Assurance – Applies to those that performed above median in Customer Experience but not in Product Experience.
- Merit – Applies to those that did not surpass the median in Customer or Product Experience.
Within each rating, providers that place in the top three of a category earn the additional designation of Leader. NiCE earned Leader status in four categories — Overall, Product Experience, Platform, and Customer Experience — and was rated Exemplary overall.