NICE Named CCaaS Leader in Forrester 2025 Report

NICE has been named a Leader in Contact Center as a Service (CCaaS) in The Forrester Wave: Contact-Center-As-A-Service (CCaaS) Platforms, Q2 2025 report by Forrester Research.

The report identifies NICE as one of the key providers in the cloud contact centre space, recognizing its position among the most significant platforms in the market.

NICE received the highest possible scores in 17 evaluation criteria, including innovation, agent assist tools, workflow automation, system integration, scalability, and reliability.

Max Ball, Vice President and Principal Analyst, Forrester, notes that:

“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.”

The report positions NICE as a strong choice for organizations seeking a comprehensive and proven CCaaS solution.

Commenting on the recognition, Barry Cooper, President of NICE’s CX Division, said:

“To us, this report showcases NICE’s leadership as a leading AI platform for customer service. 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.”

Reviewed by: Megan Jones