April 8, 2025
NICE
NICE’s breadth of offering and customer/market perception of innovation were highlighted as strengths
March 20, 2025 – NICE (Nasdaq: NICE) has announced that it has been named a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment (doc # US52047824, December 2024). A total of 16 vendors were evaluated. The IDC MarketScape study assessed conversational intelligence software vendors on two axes: capabilities and strategies. NICE attributes this recognition to CXone Mpower‘s ability to consolidate conversational intelligence and analytics into a single, AI-powered platform.
In part, the IDC MarketScape report states: “Consider NICE when you are looking for a conversational analytics vendor that also provides contact centre, knowledge base, and customer self-service capabilities. NICE offers a broad partner ecosystem and massive vertical-specific AI model library that along with a number of regulatory and compliance certifications, can make it a good choice for a variety of highly regulated industries.”
The report notes, “If your organisation is not using or evaluating conversational intelligence for reporting and analysis purposes, it should be. Many organisations have developed strong return-on-investment (ROI) results from the reports and analysis done for customer service and even internal operations.”
CXone Mpower is NICE’s industry-leading AI platform, redefining customer service automation with intelligent, end-to-end automation. By unifying workflows, empowering agents, and centralising knowledge, CXone Mpower eliminates silos and drives large-scale service transformation. With over 1,000 pre-built CX AI models, it delivers AI-powered service at scale, helping businesses operate smarter and faster. AI is a cornerstone of CXone Mpower’s impact, included in 97 per cent of NICE’s large enterprise deals over US$1 million in ARR—demonstrating its prominent role in automated customer service.
Dave Schubmehl, research vice president, AI and automation at IDC said “Organisations that fail to harness conversational intelligence risk missing critical insights that drive business success,”
“NICE’s CXone Mpower AI platform empowers businesses with AI-driven intelligence to understand and optimise every customer service interaction—whether AI- or agent-led—resulting in smarter decision-making and improved service outcomes.”
Barry Cooper, president, CX division, NICE, said, “CXone Mpower revolutionises customer service by unifying conversational intelligence, real-time insights, and self-service analytics into a single AI-powered platform. By eliminating silos and automating reporting, businesses can make faster, smarter decisions with confidence—backed by industry-leading AI models and an extensive partner ecosystem.”
Visit the NICE website and learn more about CXone Mpower by clicking here.
About IDC MarketScape:
IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilises a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organisations 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 centre – and beyond. Over 25,000 organisations 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
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