NiCE Named a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service. Delivering AI-Powered Customer Service at Enterprise Scale
Business Wire•21/10/2026•08:30 ET
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Key Highlights
- ➤NiCE named a Leader in Gartner’s 2026 Magic Quadrant for CCaaS
- ➤NiCE placed furthest for Completeness of Vision among providers
- ➤AI annual recurring revenue reached $362 million, up 52% year over year
- ➤AI ARR represented 15% of cloud revenue in second-quarter 2026
- ➤NiCE recorded an all-time quarterly record for AI bookings
Expert Statements
Scott Russell, CEO of NiCE
“We got here by running customer service for the world’s most demanding enterprises for decades, and by building the AI to match it.”
Scott Russell, CEO of NiCE
“The contact center was where customer service lived. It is no longer where it ends. What matters now is one platform, where every interaction is handled by the right agent, human or AI, and every enterprise can run customer service as a single, accountable operation.”
NiCE Named a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service. Delivering AI-Powered Customer Service at Enterprise Scale
NiCE redefines the CCaaS era as AI and human agents unite to resolve customer needs across the enterprise
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