NiCE Named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms

Michelle Morgan, Research Manager, AI-Enabled Sales, Customer Service and Contact Center Strategies, IDC

“As organizations evaluate contact center platforms for the agentic AI era, they need to look beyond individual AI capabilities to how effectively a platform can orchestrate AI and human work across the customer journey”

Michelle Morgan, Research Manager, AI-Enabled Sales, Customer Service and Contact Center Strategies, IDC

“NiCE’s position as a Leader reflects strengths in areas that are increasingly important to that equation, including human-AI collaboration and governed knowledge management, as enterprises look to operationalize agentic AI across customer experience.”

Jeff Comstock, President, CX Product & Technology, NiCE

“For technology leaders, the question is no longer simply where to deploy AI, but how to make it a trusted and connected part of customer experience at enterprise scale,”

Jeff Comstock, President, CX Product & Technology, NiCE

“We believe our position as a Leader reflects the advantage of one unified CX AI platform, with NiCE Cognigy and CXone bringing together AI agents, human expertise, interactions, data, knowledge and workflows.”

Jeff Comstock, President, CX Product & Technology, NiCE

“This gives enterprises the foundation to accelerate AI innovation, orchestrate every interaction and deliver measurable outcomes across the customer journey.”