NiCE has been named a Leader in the IDC MarketScape European Contact Center-as-a-Service (CCaaS) Vendor Assessment 2025.
The evaluation measured vendors on capabilities and strategies, with NiCE standing out for its AI-driven CX platform, CXone Mpower.
The IDC MarketScape report highlights NiCE’s strengths in delivering multi-lingual, generative AI-powered omnichannel capabilities combined with customer journey orchestration. This makes the platform particularly well-suited for regulated industries such as government and finance, as well as sectors including retail and the public sector across Europe.
“NiCE is ideal for organizations seeking compliance-driven solutions, particularly in regulated industries like government and finance,” the report states. “Its platform is suited for enterprises looking to consolidate CX technologies, leverage AI for automation, and ensure seamless omnichannel orchestration across multiple languages.”
A key factor in NiCE’s regional appeal is its sovereign cloud infrastructure, with existing data centers in the UK and planned expansions in Germany. This enables large organizations to meet strict data sovereignty requirements while benefiting from advanced generative AI features.
CXone Mpower is described as one of the industry’s most comprehensive CX AI platforms, unifying conversational and agentic AI, omnichannel engagement, and workforce optimization into a single, scalable solution. By replacing fragmented tools, it aims to drive intelligent automation, enhance employee performance, and deliver personalized customer experiences at scale.
NiCE’s recent acquisition of Cognigy has further strengthened its AI capabilities, integrating Cognigy’s conversational and agentic AI technology into its roadmap. Earlier this year, NiCE also announced a collaboration with Route 101 to deploy CXone Mpower in a UK-sovereign environment for the Department for Work and Pensions (DWP), enhancing citizen services while ensuring data sovereignty.
“NiCE’s approach goes beyond contact centers; it’s about building a future-ready, AI CX ecosystem. CXone Mpower’s ability to replace fragmented tools with a unified CX AI platform makes it a leader for European enterprises looking to deploy AI in customer experience and transform at scale,” said Oru Mohiuddin, Research Director at IDC.
Darren Rushworth, President of NiCE International, commented, “NiCE is shaping the future of AI CX in Europe with CXone Mpower’s secure, compliant, and purpose-built CX AI platform. We believe this recognition from the IDC MarketScape reinforces our vision and momentum, as we help enterprises reimagine customer and employee experiences while transforming operations at scale with the latest, cutting-edge AI technology for customer experience.”
For more information, visit NiCE’s website.
