NiCE Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

NiCE Strengths, Domain Expertise, and Key Differentiators

NICE's core strength lies in its CXone Mpower platform, a comprehensive, AI-driven customer experience solution that unifies omnichannel engagement, intelligent automation, and advanced analytics. CXone Mpower integrates voice, chat, email, social media, and messaging channels, enabling seamless customer interactions across platforms . The platform's AI capabilities, powered by Enlighten AI, provide real-time insights, predictive analytics, and automated decision-making, enhancing both customer satisfaction and operational efficiency . Additionally, CXone Mpower offers robust workforce engagement tools, including performance management, quality monitoring, and training modules, ensuring that agents are well-equipped to deliver exceptional service .

NiCE Recent Developments

In April 2025, NICE Actimize introduced its advanced Xceed AI agents, enhancing the Xceed AI FRAML platform to bolster fraud detection, anti-money laundering (AML), and compliance operations. These AI agents function as collaborative partners with human analysts, continuously learning and adapting to evolving threats. Their capabilities include automating routine tasks such as alert triage, backlog categorization, and high-risk case summarization, thereby streamlining operations and reducing false positives. By integrating advanced machine learning and generative AI, Xceed AI agents provide real-time, contextual recommendations, enhancing analyst productivity and decision-making. This development represents a significant advancement in financial crime prevention, enabling institutions to respond more swiftly and effectively to emerging risks.

In November 2024, NICE introduced CXone Mpower SmartSpeak, an AI-powered solution designed to eliminate language barriers and facilitate real-time multilingual communication for businesses. Powered by OneMeta's advanced consecutive interpretation technology, SmartSpeak enables seamless, accurate translation across nearly 100 languages and dialects, allowing customers and agents to converse in their preferred languages without the need for additional multilingual support. This innovation not only enhances customer and employee experiences but also streamlines operations by reducing reliance on costly third-party language services, thereby expanding organizations' international reach and improving communication efficiency across diverse customer bases.

NiCE Mergers and Acquisitions (M&A) Activities

In October 2023, NICE announced its acquisition of LiveVox, marking a transformative shift in how organizations approach proactive outreach through the integration of Conversational AI at scale. This strategic move combines NICE's renowned CXone platform, known for its digital engagement capabilities and industry-specific AI solution, Enlighten, with LiveVox's widely adopted proactive outreach portfolio. The synergy of NICE and LiveVox brings forth a singular, unified platform that seamlessly incorporates conversational AI across diverse engagements, covering all interaction types – voice and digital, attended and unattended, inbound and outbound. This collaboration empowers organizations to expedite their CX operations into the digital era, leveraging intelligent conversational AI at scale.

NiCE Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying NiCE applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of NiCE and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems, Nice CXone, Nice X-Sight customers.

NiCE Key Enterprise and Cloud Applications

Cloud Contact Center Software Core Capabilities , Cloud Workforce Optimization, Nice Systems, Nice CXone, Nice X-Sight

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NiCE Direct vs Indirect sales

NiCE Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified NiCE Customers

No. of NiCE Customers: 25000

No. of NiCE Enterprise Applications Customers: 25000

No. of NiCE Cloud Customers: x

No. of NiCE Cloud Subscribers: x

NICE has established partnerships with over 25,000 organizations across 150 countries, including more than 85 Fortune 100 companies. Recent customer additions include Oodle, Limango, Club Med, Webb County District Attorney’s Office, Hastings Direct, Mazda, Alaska Department of Law, Ottawa Police Service, Douglas County District Attorney’s Office, Allegheny County District Attorney’s Office, ASTRID, Cook County State’s Attorney’s Office, Durham’s Emergency Communications Center, ABN AMRO, and many more. Notable existing customers encompass Western Union, Air China, Sky, Norwegian Cruise Line, Virgin Money, Bank of Tokyo, Citi, HSBC, MasterCard, Teleperformance, Orange, and others.

NiCE Market Opportunities, M&A and Geo Expansions

NICE and ServiceNow have partnered to integrate NICE's CXone Mpower with ServiceNow’s AI Platform and Customer Service Management solution, creating a unified framework that connects front-, middle-, and back-office functions. This collaboration uses AI to analyze customer sentiment, intent, and history for real-time interaction routing and agent support. The result is streamlined operations, improved agent productivity, and more cohesive, responsive customer experiences, supporting organizations in reducing silos and enhancing service delivery.

NICE has expanded its footprint globally with cloud-based deployments tailored to regional needs. Dutch Railways adopted CXone Complete Suite and Workforce Management to unify legacy systems and enable voice-digital interaction management, cutting costs and boosting agent satisfaction. In Asia Pacific, the launch of CXone in Singapore marked a step toward supporting cloud transformation across industries, with local infrastructure and digital-first capabilities aligning with broader national innovation initiatives.

NiCE Risks and Challenges

Nice operates in markets where technological shifts and the introduction of new products are constant. This dynamism poses challenges such as potential price pressures and the risk of product obsolescence. The consistent demand for state-of-the-art technology further intensifies competition, as rivals may introduce enhanced products that impact the competitive standing of the company's offerings.

As part of its growth strategy, the company has undertaken several acquisitions in recent years, with plans for continued activity in this realm. While acquisitions present opportunities for market expansion and technological evolution, they also pose challenges. Integrating acquired businesses may lead to unforeseen difficulties and require substantial investments. Moreover, managing the intricacies of acquisitions may divert management attention from ongoing business development, potentially impacting customer relations and exposing the company to unanticipated liabilities.

NiCE Ecosystem, Partners, Resellers and SI

In May 2025, NICE deepened its strategic collaboration with Amazon Web Services (AWS) to accelerate the evolution of customer service through AI, automation, and cloud-native technologies. As part of this initiative, NICE’s CXone Mpower platform became available on AWS Marketplace, enabling organizations to deploy a unified, AI-driven customer experience solution that integrates seamlessly with AWS services like Amazon Bedrock and Amazon Q Business. CXone Mpower, recognized as the industry's first CX-aware AI platform, leverages continuous experience memory to provide contextual insights and personalized interactions across customer journeys . The platform's capabilities are further enhanced by the CXone Mpower Orchestrator, which delivers end-to-end automation by unifying virtual agents, live agents, and back-office workflows on a single AI platform . This collaboration empowers businesses to transform fragmented service operations into cohesive, intelligent ecosystems, driving smarter, faster, and more connected customer experiences.
/br> Nice engages in direct sales to customers while also leveraging a network of carefully selected partners. NICE's sales channels encompass a variety of partners, each playing a unique role in the distribution and support of its solutions. The network includes service providers, system integrators, consulting firms, distributors, value-added resellers, and complementary technology vendors. This diversified approach ensures a comprehensive coverage of the market, catering to the specific needs and preferences of a broad range of customers.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

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