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NiCE Named a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service. Delivering AI-Powered Customer Service at Enterprise Scale

  • NiCE was named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) & ranked furthest from any provider for Completeness of Vision.
  • The company is leading the evolution from CCaaS to CX AI by uniting AI agents & human agents within a single platform for safe governance & outcome-based measurement.
  • NiCE's AI annual recurring revenue reached $362 million in Q2 2026, representing a 52% year-over-year increase & 15% of cloud revenue.
  • Q2 2026 set an all-time record for AI bookings, driven primarily by enterprise deployments of NiCE Cognigy rather than pilot programs.
  • NiCE Cognigy agentic AI is currently in production at global enterprises including Openreach, Toyota, Lufthansa Group, & Tripadvisor.
  • Specific outcomes include Openreach reducing missed appointments & inbound contact volumes by one-third, Toyota seeing 95% of customers choose AI booking, Lufthansa handling 16 million annual conversations, & Tripadvisor deploying live AI voice agents in 2.5 months.
  • The press release includes a Gartner disclaimer stating the report is based on Gartner's opinions & does not endorse specific vendors.
  • Forward-looking statements regarding future performance are included & subject to risks such as economic conditions, competition, technology changes, & security incidents.