NICE Named a Leader in CCaaS by Independent Research Firm
NICE (Nasdaq: NICE) has been named a Leader in Contact Center as a Service (CCaaS) by Forrester Research in their Q2 2025 Wave™ report. The company's CXone Mpower platform received top recognition, achieving the highest scores in 17 criteria and ranking first in the Strategy category.
The platform stands out for having the broadest capability set in the industry, featuring leading CCaaS, workforce management, and analytics capabilities. NICE received perfect scores in important areas including Innovation, Agent Assist Tools, Agent Desktop & Workflow Automation, CRM/Back-End System Integration, Roadmap, and Scalability and Reliability.
According to Forrester, NICE is particularly suitable for brands seeking a proven solution with comprehensive capabilities and a strong success record. The company's significant market presence, strong revenue streams, and solid fiscal management position it well for continued leadership in innovation.
NICE (Nasdaq: NICE) è stata nominata Leader nel Contact Center as a Service (CCaaS) da Forrester Research nel loro rapporto Wave™ del Q2 2025. La piattaforma CXone Mpower dell'azienda ha ricevuto il massimo riconoscimento, ottenendo i punteggi più elevati in 17 criteri e classificandosi al primo posto nella categoria Strategia.
La piattaforma si distingue per avere il set di capacità più ampio del settore, con funzionalità leader nel CCaaS, gestione della forza lavoro e capacità analitiche. NICE ha ottenuto punteggi perfetti in aree importanti come Innovazione, Strumenti di Assistenza per gli Agenti, Desktop e Automazione dei Flussi di Lavoro per gli Agenti, Integrazione CRM/Sistemi Back-End, Roadmap e Scalabilità e Affidabilità.
Secondo Forrester, NICE è particolarmente adatta per i marchi che cercano una soluzione comprovata con capacità complete e un forte record di successi. La significativa presenza sul mercato dell'azienda, i forti flussi di entrate e una solida gestione fiscale la pongono in una posizione favorevole per continuare a guidare l'innovazione.
NICE (Nasdaq: NICE) ha sido nombrada Líder en Contact Center as a Service (CCaaS) por Forrester Research en su informe Wave™ del Q2 2025. La plataforma CXone Mpower de la compañía recibió el máximo reconocimiento, logrando las puntuaciones más altas en 17 criterios y ocupando el primer lugar en la categoría de Estrategia.
La plataforma se destaca por tener el conjunto de capacidades más amplio de la industria, con capacidades líderes en CCaaS, gestión de la fuerza laboral y analíticas. NICE obtuvo puntuaciones perfectas en áreas importantes como Innovación, Herramientas de Asistencia para Agentes, Escritorio y Automatización de Flujos de Trabajo para Agentes, Integración de CRM/Sistemas de Back-End, Hoja de Ruta y Escalabilidad y Fiabilidad.
Según Forrester, NICE es particularmente adecuada para marcas que buscan una solución probada con capacidades integrales y un sólido historial de éxitos. La significativa presencia de la compañía en el mercado, sus fuertes flujos de ingresos y una sólida gestión fiscal la posicionan bien para continuar liderando en innovación.
NICE (Nasdaq: NICE)는 Forrester Research의 2025년 2분기 Wave™ 보고서에서 Contact Center as a Service (CCaaS) 분야의 리더로 선정되었습니다. 회사의 CXone Mpower 플랫폼은 17개 기준에서 가장 높은 점수를 기록하며 전략 부문에서 1위를 차지했습니다.
이 플랫폼은 업계에서 가장 폭넓은 기능 세트를 보유하고 있으며, 선도적인 CCaaS, 인력 관리 및 분석 기능을 갖추고 있습니다. NICE는 혁신, 에이전트 지원 도구, 에이전트 데스크탑 및 워크플로우 자동화, CRM/백엔드 시스템 통합, 로드맵, 확장성 및 신뢰성 등 중요한 분야에서 완벽한 점수를 받았습니다.
Forrester에 따르면, NICE는 포괄적인 기능과 강력한 성공 기록을 가진 검증된 솔루션을 찾는 브랜드에 특히 적합합니다. 회사의 시장 내 강력한 존재감, 안정적인 수익원 및 탄탄한 재무 관리는 혁신에서 지속적인 리더십을 유지하는 데 유리한 위치를 제공합니다.
NICE (Nasdaq: NICE) a été désignée comme Leader dans le domaine du Contact Center as a Service (CCaaS) par Forrester Research dans leur rapport Wave™ du Q2 2025. La plateforme CXone Mpower de l'entreprise a reçu la plus haute reconnaissance, atteignant les meilleurs scores dans 17 critères et se classant première dans la catégorie Stratégie.
La plateforme se distingue par son ensemble de capacités le plus large de l'industrie, offrant des fonctionnalités de CCaaS, de gestion de la main-d'œuvre et d'analytique de premier plan. NICE a obtenu des scores parfaits dans des domaines clés tels que l'Innovation, les Outils d'Assistance aux Agents, le Bureau et l'Automatisation des Flux de Travail pour les Agents, l'Intégration CRM/Systèmes Back-End, la Feuille de Route, ainsi que la Scalabilité et la Fiabilité.
Selon Forrester, NICE est particulièrement adaptée aux marques recherchant une solution éprouvée avec des capacités complètes et un solide bilan de succès. La présence significative de l'entreprise sur le marché, ses fortes sources de revenus et une gestion financière solide la positionnent bien pour maintenir son leadership en matière d'innovation.
NICE (Nasdaq: NICE) wurde von Forrester Research im Wave™-Bericht Q2 2025 als Leader im Bereich Contact Center as a Service (CCaaS) ausgezeichnet. Die CXone Mpower-Plattform des Unternehmens erhielt die höchste Anerkennung, indem sie in 17 Kriterien die besten Bewertungen erzielte und in der Kategorie Strategie den ersten Platz belegte.
Die Plattform zeichnet sich durch das umfangreichste Fähigkeitsspektrum der Branche aus und bietet führende CCaaS-, Workforce-Management- und Analysefunktionen. NICE erzielte in wichtigen Bereichen wie Innovation, Agentenunterstützungstools, Agenten-Desktop und Workflow-Automatisierung, CRM/Backend-Systemintegration, Roadmap sowie Skalierbarkeit und Zuverlässigkeit perfekte Punktzahlen.
Laut Forrester ist NICE besonders geeignet für Marken, die eine bewährte Lösung mit umfassenden Funktionen und einer starken Erfolgsgeschichte suchen. Die bedeutende Marktpräsenz des Unternehmens, starke Einnahmequellen und ein solides Finanzmanagement positionieren es gut für eine fortgesetzte Führungsrolle in der Innovation.
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NICE recognized as a Leader for CXone Mpower, receiving the highest scores in 17 criteria and top ranked in the Strategy category
“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.
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.”
"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. For more information, read about Forrester’s objectivity here .
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
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Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
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