NiCE announced that Gartner has recognized NiCE as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. NiCE was rated the furthest for its Completeness of Vision and highest in its Ability to Execute in the Leaders Quadrant. This marks the eleventh consecutive year that NiCE has been named a Leader in the CCaaS Magic Quadrant and the first time NiCEwas positioned furthest and highest on the axes.
For a copy of the report, click here.
NiCE credits its positioning to its CXone Mpower AI platform, which unifies workflow automation, self-service, and AI-powered agent assistance into a single, scalable ecosystem. Leveraging AI purpose-built for customer service, CXone Mpower delivers the power of AI across every interaction, orchestrating conversations, automating tasks, and augmenting human agents to create seamless, personalized experiences at scale.
“We believe this recognition is continued validation of NiCE’s leadership in shaping the future of customer experience and creating a NiCE world, one where humans and AI work in harmony to deliver service that’s faster, smarter, and more personal,” said Barry Cooper, President, CX Division, NiCE. “With CXone Mpower, we’re empowering agents with real-time intelligence, automating complex workflows, and building AI that can reason and act, all with one goal in mind: to transform service into experiences that feel effortless, connected, and human.”
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025. GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
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