NiCE named leader in 2025 Gartner Magic Quadrant for CCaaS
NiCE has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) for the eleventh consecutive year.
The latest Gartner evaluation places NiCE at the top position for Ability to Execute and furthest for Completeness of Vision within the Leaders Quadrant. This marks the first time NiCE has been recognised as both highest and furthest along the respective axes, reflecting an enhanced standing in the sector.
Gartner assessment
The Gartner Magic Quadrant assesses technology vendors on their ability to execute and the completeness of their vision. The CCaaS category covers cloud-based customer contact services, a sector seeing ongoing transformation driven by automation, artificial intelligence, and changing customer expectations.
NiCE attributes its latest recognition to the company's CXone Mpower AI platform. This platform combines workflow automation, self-service, and agent assistance powered by artificial intelligence to form a single, scalable system aimed at supporting contact centres and their agents.
According to the company, CXone Mpower is designed to deliver AI-integrated capabilities at every customer interaction point. It is used to organise and manage customer conversations, automate complex tasks, and provide agents with real-time access to information, with the aim of giving organisations the tools to personalise communication with customers at scale.
Company leadership view
"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. 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," said Barry Cooper, President, CX Division, NiCE.
The platform's features include real-time intelligence and the ability to automate tasks that were previously managed manually. According to NiCE, these elements are meant to improve efficiency and drive enhanced customer experiences within the contact centre environment.
Industry context
The consistent annual placement of NiCE in the Leaders Quadrant coincides with substantial changes in the field of customer service technology, with increasing adoption of artificial intelligence and automation to improve customer engagement and agent productivity. The Gartner report also plays a role in vendor selection processes for customers in the contact centre market.
Gartner's methodology does not represent an endorsement of any single company, but instead provides a benchmark for IT decision-makers to compare the vision and execution capabilities of various vendors. The report notes that the assessment is based on research analysis and should not be taken as a statement of fact or as a direct recommendation.
NiCE's recognition arrives as demand for cloud-based CCaaS solutions grows, with businesses seeking scalable, resilient, and adaptive platforms. The shift to digital communications and remote work has further accelerated implementation of new technologies in the sector.
The company remains focused on expanding its AI platforms and workflow automation solutions, positioning its CXone Mpower platform as central to its continued efforts to improve outcomes for organisations and contact centre staff worldwide.
