NICE announced that NICE has been recognized as a Leader in Contact Center as a Service by Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025 report identifies NICE among the most significant cloud contact center platforms in the market.
“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.”
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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.”
SOURCE: Nice