NiCE has been distinguished as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report, marking the eleventh consecutive year the company has received this recognition. In an unprecedented achievement, NiCE was rated the furthest for Completeness of Vision and highest for Ability to Execute among all leaders. This exceptional placement underscores NiCE’s sustained innovation and execution excellence within the CCaaS market.
The foundation of NiCE’s leadership is its CXone Mpower AI platform, which integrates workflow automation, self-service capabilities, and AI-powered agent assistance into a unified, scalable ecosystem. Designed specifically for customer service, CXone Mpower leverages AI across every interaction, orchestrating conversations, automating complex tasks, and supporting human agents to deliver seamless, personalized customer experiences at scale. This comprehensive approach enables organizations to elevate their customer engagement while streamlining operations and boosting agent productivity.
Marketing Technology Insights: Stagwell Appoints Slavi Samardzija as Chief Data and Platforms Officer
Barry Cooper, President of NiCE’s CX Division, expressed that the company views this recognition as further validation of its leadership in shaping the future of customer experience. Cooper emphasized the company’s commitment to creating “a NiCE world,” where human agents and AI technologies collaborate harmoniously to provide service experiences that are faster, smarter, and more personalized. With CXone Mpower, NiCE empowers agents through real-time intelligence, automates intricate workflows, and develops AI systems capable of both reasoning and acting, all aimed at transforming customer service into effortless, connected, and inherently human interactions.3
Marketing Technology Insights: Brilliant PR & Marketing Rebrands as Brilliant, Unifying Full-Funnel Marketing and Sales
Gartner’s Magic Quadrant evaluation examines providers based on their ability to execute and the completeness of their vision, categorizing vendors into Leaders, Challengers, Visionaries, and Niche Players. NiCE’s top placement on both axes signals its dominance and comprehensive strategy in the CCaaS landscape. The report itself serves as a vital tool for enterprises seeking to match technology providers with their unique business requirements in a highly competitive and rapidly evolving market.
NiCE’s reputation extends beyond Gartner as the company is recognized in various analyst reports for its cutting-edge AI integration and workforce engagement management (WEM) capabilities. It is viewed as a trusted partner capable of delivering scalable, future-ready contact center solutions suited for global enterprises and startups alike, helping them meet ever-changing customer expectations while enhancing operational efficiency.
Marketing Technology Insights: Monotype Launches Japanese Monotype Fonts Platform
For media inquiries, you can write to our MarTech Newsroom at sudipto@intentamplify.com
