Catching the big wave: NICE recognized as a 2025 leader in CCaaS solutions

Ever had one of those perfect beach days? The sun is shining, the waves are rolling in just right, and all the elements work in perfect harmony. It’s the kind of day where everything you need is right at your fingertips.

That’s the kind of experience you should also expect from a top-tier CCaaS (Contact Center as a Service) solution: seamless, powerful, unified, and built for the ride. No friction or wasted time, and the ability to navigate any challenge with an effortless flow (like hanging ten on the gnarly face of a wave).

Speaking of big waves, NICE just made a huge splash. We’re proud to share that we’ve been recognized as a leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025 report! We received the highest score in the Strategy category.

Forrester’s independent research identifies NICE among the most significant cloud contact center platforms in the market. It states that, "NICE is a best fit for brands looking for a proven solution with broad capabilities and a strong track record of success.” The report also says, “NICE enjoys a significant market presence, strong revenue streams, and good fiscal management to enable continued leadership with its roadmap and approach to innovation.”

CXone Mpower: The right CCaaS platform for the ride ahead

We believe that NICE is a trusted partner organizations can turn to when they want to deliver exceptional customer service at scale. Whether a company is a startup or a global enterprise, we empower them to meet the evolving needs of customers, drive success, sharpen their competitive edge, and adapt to ever-changing market conditions.

According to the report authored by Forrester’s Max Ball, VP/Principal Analyst, “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.”

Think of CXone Mpower as the ultimate beach bag—you’ve got everything you need, all in one place. No clutter, no extra baggage, just powerful AI working in harmony to transform your service. Whether it’s enhancing agent performance with real-time assistance or using AI to predict customer needs, we’re dedicated to making customer service effortless and impactful.

This recognition isn’t only exciting for NICE, it’s significant for our customers too. When NICE excels, we elevate the businesses who partner with us. They benefit from the tidal wave of power of a truly reliable, cohesive solution like CXone Mpower.

The AI-powered wave: How NICE is transforming customer service

The future of customer service is undeniably AI-driven, and at NICE, we’re committed to leading the charge. Our solutions, especially our CXone Mpower platform, are built to harness the full potential of the AI wave, providing a comprehensive, integrated experience that spans across every enterprise.

As Barry Cooper, President of CXone, explained, "To us, the Forrester Wave report showcases NICE's leadership as the 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."

We believe the Forrester Wave recognition highlights our ability to deliver on our promise year after year. NICE continues to be a market leader driven to help organizations looking to refine their customer service strategy and leverage the power of AI. Our suite of customer-centric solutions is the foundation for helping those businesses crest new heights.

Surf shops and standouts: Why analyst reports matter

Choosing a CCaaS solution can sometimes feel like stepping into a surf shop filled with shiny boards that all look great on the rack. Each one promises performance, but only a few are built to handle the waves that really matter.

At first glance, they might seem similar, but when you're out in the water—dealing with high volumes, complex customer journeys, and ever-increasing expectations—the difference becomes clear. The right board—and platform—will make or break the experience.

What really makes a provider standout in the long run is:

• Strong strategy
• Real-world innovation
• Consistent results
• Future-ready technology

That’s why analyst reports, like the Forrester Wave, are so invaluable. They provide third-party evaluations of what sets vendors apart and helps you cut through the noise. Forrester’s analysis, we believe, places us at the top because of our exceptional performance in these areas.

NICE earning the highest score in Strategy isn’t just recognition, it’s evidence that we are built to help businesses succeed, even in the most demanding tsunami-level environments.

Surfing to the top: NICE's industry leadership recognized across several reports

The Forrester Wave’s recognition of NICE as a CCaaS leader is just one of our many recognitions. We’ve also been acknowledged in other major reports, further solidifying our position in the industry.

2024 Gartner® Magic Quadrant for Contact Center as a Service—NICE was selected as a Leader for the 10th consecutive year.* We believe this reflects the strengths of our NICE CXone Mpower as a unified interaction-centric platform with the most advanced, purpose-built AI. We also once again positioned the furthest overall for our Completeness of Vision in the Leaders Quadrant. Our tenth year of recognition speaks volumes about our ability, we believe, to not only meet today’s challenges but also anticipate future demands for AI-powered CCaaS solutions.

IDC MarketScape: Worldwide CCaaS Applications Software 2024 Vendor Assessment—NICE was named as a worldwide Leader! According to this report, vendors should “Consider NICE when you are looking for a complete platform offering inclusive of analytics, AI, and automation.”

2024 Gartner® Peer Insights™ Voice of the Customer for Contact Center as a Service—NICE is the only vendor recognized as a Customers’ Choice for CCaaS, with a rating of 4.8 out of 5 over the last 12 months.

NICE also received evaluations and recognition for outstanding customer service and leadership from other leading analyst firms, including Metrigy, Frost & Sullivan, ISG, and many more. To see the full list, visit here.

Ready to ride the Forrester Wave? Dive into the report

Like a beachcomber searching an endless, pristine beach for treasure, we invite you to explore The Forrester Wave. For companies seeking a cloud contact center provider, the report provides in-depth analysis to aid in your decision-making process.

It is a go-to resource for insights into the top CCaaS providers, their strategies, and key criteria for evaluating solutions to make your customer service operations as stress-free as feeling sand between your toes. So, dive in by getting your complimentary copy of the full report.

Also, don’t miss our upcoming “CX AI Unplugged” webinar on April 17th. It will feature Forrester’s principal analyst Max Ball as he explores the latest CCaaS trends, the growing role of AI, and how enterprises can navigate the terrain without wiping out. Register now.

And don’t forget your sunscreen and shades—because with NICE, your customer service future is looking brighter than ever.

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*NICE was recognized as inContact in the 2015 and 2016 Magic Quadrant reports for CCaaS, North America. It was recognized as NICE inContact in the same report from 2017 until 2019. The report name was updated to Magic Quadrant for CCaaS starting 2020.