NICE Named a Leader in CCaaS by Independent Research Firm

NICE recognized as a Leader for CXone Mpower, receiving the highest scores in 17 criteria and top ranked in the Strategy category

NICE announced that NICE has been recognized as a Leader in Contact Center as a Service by Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025 report identifies NICE among the most significant cloud contact center platforms in the market.

“The NICE CXone Mpower platform provides the broadest capability set in the industry with leading CCaaS, workforce management (WFM), and analytics capabilities. The company uses its broad product functionality and significant resources to bring value to many brands on a global scale,” according to the report, authored by Max Ball, Vice President and Principal Analyst, Forrester.

Marketing Technology Insights: Nexxen Launches Health Offering to Reach Key Audiences With Accuracy and Scale

For companies seeking a cloud contact center provider, Forrester’s independent research provides in-depth analysis and insights to aid in the decision-making process. The Forrester report states, “NICE is a best fit for brands looking for a proven solution with broad capabilities and a strong track record of success.”

NICE received the highest possible scores in 17 criteria, including Innovation, Agent Assist Tools, Agent Desktop & Workflow Automation, CRM/Back-End System Integration, Roadmap and Scalability and Reliability.

The report states, “NICE enjoys a significant market presence, strong revenue streams, and good fiscal management to enable continued leadership with its roadmap and approach to innovation.”

Marketing Technology Insights: HubSpot Launches New and Enhanced AI Agents at Spring 2025 Spotlight

“To us, this report showcases NICE’s leadership as a leading AI platform for customer service,” said Barry Cooper, President, CX Division, NICE. “Enterprises are no longer willing to settle for disconnected AI solutions that don’t deliver real business impact. With CXone Mpower, we’ve built AI into the core of the platform, enabling seamless orchestration across every channel and touchpoint. This isn’t about partial fixes—it’s about driving true, end-to-end automation that transforms how businesses operate and delivers measurable outcomes that cut costs and elevate customer service.”

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change.

Marketing Technology Insights: Streann Media Unveils Creator AI Agents to Revolutionize Fan Engagement

Source – Businesswire

For media inquiries, you can write to our MarTech Newsroom at sudipto@intentamplify.com