NiCE named a Leader in Gartner 2025 CCaaS report

Vision recognized. Execution proven.

Hello there,

We're thrilled to announce that Gartner® has named NiCE a Leader, positioned furthest in Completeness of Vision and highest for Ability to Execute, in the 2025 Gartner® Magic Quadrant™ for CCaaS.

This is our 11th consecutive year as a Leader.
 
We think this recognition reflects why customers choose NiCE:   

One unified platform leading CX transformation by simplifying operations and accelerating AI adoption.
The industry's most complete suite offering end-to-end customer service workflows, AI driven workforce augmentation, and a single source of CX data in a single platform.
AI powered CX proven to deliver results at enterprise scale.

For more than a decade, the world's leading brands have trusted NiCE to transform customer experience into a competitive edge making them more efficient, more profitable, and more loved.

Access the full Gartner report and see what's possible with AI-first CX.

	Get the full report

Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake, Pankil Sheth, 8 September 2025. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest raings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

*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.

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From automation to AI agents: orchestrating your digital workforce

Process Orchestration Strategy in the Age of Machine Colleagues

Navigating automation, AI workflows, and AI agents

Every technology leader is under pressure to bring AI into core business processes. But the real challenge is pinpointing where AI drives meaningful value and how to scale it with reliability.

This guide explains how automation, AI-driven workflows, and AI agents can be incorporated into a process orchestration strategy. It covers the tradeoffs of different approaches and the risks that must be addressed, including when to apply deterministic, dynamic, or agentic orchestration.

You'll also learn why process orchestration isn't just a backend integration task. It has become the strategic layer that connects automation with governance, transparency, and long-term maintainability.

Grab the Guide