NICE
NICE builds the cloud-native CXone customer experience platform, combining AI-powered automation and real-time agent tools for contact centres worldwide.
NICE is a software company that has been building customer experience technology since 1986. Its principal product, CXone, is a cloud-native customer experience platform used by organisations worldwide, ranging from small businesses to Fortune 500 companies. The platform combines AI-powered automation with tools for human agents, including intelligent call routing, real-time coaching and analytics. NICE has been named a Gartner Magic Quadrant Leader for Contact Center as a Service for 11 consecutive years.
The company's technical work spans several domains: conversational AI and autonomous AI agents, contact centre as a service (CCaaS), cloud-native platform engineering, and natural language and context understanding. Enlighten AI, its AI built specifically for customer experience, is designed to interpret context and support interactions that are proactive and safe. AI Agents automate routine service requests, while real-time coaching tools give human agents guidance during live customer interactions.
NICE operates with a global team and serves customers across financial services, healthcare, retail, government and the wider contact centre industry. The company describes its approach as human-centric: technology is intended to augment agents rather than replace them, and to handle operational complexity so that its customers can concentrate on the people they serve.