Innovation highlights to help kick off a championship-worthy customer service playbook for 2025

As we approach the NFL’s Big Game, I am reminded that one of the signs of successful athletics teams is they don’t rest on their laurels once they win a game or award. At that point, their eye is already on the next goal – and then the next and the next. They hit the ground running, always moving ahead, getting better, pushing farther, perfecting their abilities as they continue to dominate and lead. Their dedication and superior abilities literally change the game for the better.

NICE has always had that same dedication. Customer service technology has constantly evolved to meet shifting demands and needs of every organization. We are proud to continue leading the evolution in game-changing AI-powered solutions that support businesses – and their customers.

There are an estimated 359 million companies worldwide and growing. Customers drive their existence and providing effective customer service keeps businesses thriving. Yet it gets more complex every year. That’s why we’re here: To optimize the way organizations support customers as we help them turn simply “effective” to truly “exceptional.”

With a proven track record in driving customer experiences (CX), backed by strong financials, and a commitment to R&D and innovation, NICE has constantly led the very competitive customer service and cloud-based contact center as a service (CCaaS) market. 2024 has been one of our most successful and dynamic years yet, including the introduction of a unified AI-powered platform that drives automation across organizations and that will redefine customer service as we know it.

Let’s take a look at the highlight reel of our key achievements and recognition in 2024, along with product advancements and breakthroughs. We’ll also reveal why we’re so excited about our game plan for 2025 and why you should be excited too.

Enduring leadership, growth, and trust with a laser-sharp focus on helping companies compete

My favorite college football coach, the late, great Mike Leach, once said, “Football is a constant reminder that if you don’t hustle, someone will run right past you.” In an era where customer service is a key competitive differentiator, service isn’t just part of your business – it IS your business.

You need to dedicate your company to staying so far ahead of your competitors that they will never catch up. Choosing the right CCaaS provider will help you do that. But finding the right one is like finding the right player for a sports team. You need someone who has demonstrated the ability and experience to take you to the championship.

That’s why we’re dedicated to applying our ability and experience to be the partner you can rely on no matter what your organization needs to reach the top.

NICE has been recognized as a global market leader by the industry and customers year after year. Our solutions, including our CXone Mpower platform, Enlighten AI, and workforce optimization to name just a few, are praised for their advanced capabilities, ease of use, data security, and integration, as well as automation abilities (more on that later).

We believe this recognition shows that NICE is more than just a market leader. We’re a trusted partner for organizations aiming to sharpen their edge with customer service at the heart of their overall business strategy. Our suite of customer-centric solutions is an integral part of that.

According to NICE CEO Scott Russell during a recent CX Today interview, “Consumers are looking to get their intents fulfilled quickly and effectively, which means our role is not just the interaction point but it's also through the fulfillment. So orchestrating that workflow, doing it more effectively, which, from a technology point of view, means going into adjacent domains, the opportunity for us is to expand our value for our customers, and, ultimately, them serving their consumers.”

With a growing customer base of over 25,000 organizations spanning 150 countries, including 85 Fortune 100 companies, NICE has solidified our reputation in helping organizations like yours deliver outstanding customer service that resonates with their consumers. As a result, our strong financial growth, including 24% cloud revenue growth and $2+ billion in Cloud ARR, highlights our relentless pursuit of innovation and the success of our customers and theirs.

Take a look at what we’ve done in just the past 10 years:

Imagine what we – and you – can accomplish together in the next 10 years.

Our industry accolades and recognition and what they mean to our customers

Once again, NICE led in several major awards and evaluations by industry analysts and organizations last year. As always, we are honored by these accolades. But what does that mean for you, our customers?

Just as Most Valuable Player and Heisman trophies honor the very best football players who lead their teams to victory, the awards we've received recognize our abilities and the value we offer customers by empowering them to succeed by addressing their most critical needs and scaling their businesses for growth.

Here are a just a few of the notable awards:

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.

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 91% of customers recommending us as a preferred CCaaS vendor based on 86 overall reviews as of November 2023. With a rating of 4.8 out of 5 over the last 12 months based on 53 ratings as of November 11, 2024 on Peer Insights, we believe that we continue to earn the trust and approval of end users.

Gartner^© Critical Capabilities for CCaaS report – NICE has once again been recognized with some of the highest scores in this report. We ranked #1 in two use cases (Digital Customer Service Center and High-Volume Customer Call Center), and top 2 in a third (Customer Engagement Center).

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

To see a list of all our awards, visit here. You can also check the evaluation reports for deeper insights into vendor product and service offerings on the market. That way you can evaluate solution providers as you plan your business strategy playbook for 2025.

CXone Mpower: Redefining possible with the AI power shift in customer service automation

Central to NICE's achievements is our focus on the development of pioneering technology. Through the introduction of revolutionary solutions, with CXone at the core, we have enabled organizations to provide complete tailored customer interactions that set new benchmarks for CX superiority.

And we continue to do so. Late last year, we introduced the next big industry-defining chapter in AI-driven customer service: NICE CXone Mpower. As the first and only AI platform aware of CX, this single, unified AI-hyper platform enhances NICE's already top-tier architecture by introducing advanced services with unlimited end-to-end customer service automation.

Expanding upon the proven, trusted foundation of CXone, CXone Mpower orchestrates workflows, agents, and knowledge with unmatched precision and scale. It goes beyond typical automation by empowering businesses to design, build, and manage every aspect of every customer service interaction.

With CXone Mpower, businesses can also now unify AI and human agents to collaborate seamlessly on a shared platform. Like the perfect synchronization of NFL players on the field, AI assistants and human agents are able to work together in real-time, learning from each other and delivering enhanced service cooperatively.

Discover how CXone Mpower’s can increase your team’s performance, simplify your operations, and transform your customer service and experiences from ordinary to extraordinary by exceeding expectations (your customers’ and yours) and reducing effort. Businesses that embrace this comprehensive platform will be well-equipped to navigate the rapid changes in the market and stay far ahead of their competition.

A vision for the future of sustained growth and game-changing success – for us and you

Our legacy of excellence has positioned NICE as a trailblazer in the field of customer service and AI advancements, setting new benchmarks and driving the industry forward. Looking ahead, with a focus on customer-centricity and more game-changing technology, we will continue to revolutionize the way businesses engage with customers.

Barry Cooper, NICE President, CX Division, put it best when he said, “Transformation doesn’t just happen by waiting for the future to arrive. The future is built by those bold enough to lead, and at NICE, that’s exactly what we’ve done time and time again. Leadership is at the core of our culture. We became the CX powerhouse that we are today through relentless innovation and bold leadership.”

NICE remains steadfast in our commitment to ongoing innovation and growth throughout 2025 – and beyond. As customer service continues to be a key competitive and strategic edge, we emphasize the importance of choosing NICE as your CCaaS provider. Together, we can pave the way for a new era of service quality and continued success.

Let’s keep changing the game together. Through collaboration and a shared vision for the future, we invite organizations to join us on our journey towards driving your customer satisfaction and loyalty to unprecedented heights.

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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.