NICE has been named a Leader in the IDC MarketScape: Worldwide Conversational Intelligence and Analytics 2024 Vendor Assessment.
The assessment evaluated 16 vendors, focusing on capabilities and strategies, and highlighted NICE's offering and market innovation as strengths. The company attributes its recognition to CXone Mpower's function as an AI-powered platform that integrates conversational intelligence and analytics.
The IDC MarketScape report suggests that NICE could be a suitable choice for organisations looking for a conversational analytics vendor that also provides contact centre and self-service capabilities. The report acknowledges NICE's extensive partner ecosystem and its vertical-specific AI models, making it relevant for highly regulated industries.
The report also encourages organisations to adopt conversational intelligence for reporting and analysis, highlighting its potential for achieving strong ROI in customer service and internal operations.
CXone Mpower, NICE's AI platform, is described as central to redefining customer service automation. It unifies workflows, supports agents, and centralises knowledge to enhance service delivery. The platform includes over 1,000 pre-built CX AI models and is included in 97% of NICE's large enterprise deals exceeding USD $1 million in annual recurring revenue (ARR), underlying its role in automated customer service.
Dave Schubmehl, Research Vice President, AI and Automation at IDC, commented, "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, stated, "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."
