NICE
Enterprise cloud software for contact centres, automation and CX analytics.
Available information varies by company and source.
Profile record updated:
Company facts
- Official name
- NICE Ltd.
- Entity type
- COMPANY
- Founded
- 1986
- Headquarters
- United States
- Company size
- >5,000
- Market role
- B2B SaaS Provider
- Ticker
- NICE
- Official website
- nice.com
What NICE does
NICE operates a B2B enterprise software model centred on a cloud customer experience platform. It creates value by unifying multiple operational layers of the contact centre stack, including routing, self-service automation, analytics, workforce management and knowledge delivery, so customers can replace fragmented tools with a more integrated system. Revenue is generated through multi-year software subscriptions, add-on AI and analytics modules, usage-linked charges for interactions or sessions, and implementation or professional services tied to deployments.
Category differentiation
This is the public enterprise software company focused on customer experience and contact centre technology, not the generic adjective or a consumer-facing app. It competes with CCaaS and CX platform vendors rather than advertising, publishing or retail businesses.
Strategic context
AI-supported assessment from the existing company research; distinguish interpretation from sourced facts.
NICE is a public enterprise software company that sells cloud-based customer experience, contact centre and workflow automation software to large organisations. Its core offering, CXone, combines omnichannel engagement, conversational AI, analytics, workforce engagement management, knowledge management and integration tooling into a single platform used by customer service and operations teams. The company makes money primarily through recurring SaaS contracts, typically priced per agent and per module, with additional usage-based charges and professional services. Its direct customers are enterprises, contact centre operators, CX leaders, IT teams and operations functions seeking to automate service interactions, improve agent productivity and measure customer experience outcomes.
Company news briefing
Briefing updated:
NICE continues to scale its enterprise footprint, securing major public sector wins including a record eight-figure CXone and Cognigy contract with the UK tax authority HMRC alongside Capgemini. To optimise delivery costs amidst shifting SaaS margins, the company implements model routing strategies. Meanwhile, acquired subsidiary Cognigy was positioned as a visionary in Gartner's latest Conversational AI Magic Quadrant as the market experiences accelerated consolidation.
Business model & monetisation
NICE monetises mainly through recurring SaaS subscriptions for its CX platform, commonly structured around per-agent, per-month pricing with tiered feature packages. It also monetises through premium AI, analytics and automation modules, usage-based charges for certain interactions or sessions, enterprise contract commitments over one to three years, and professional services fees for deployment, integration and onboarding.
- Core CX platform subscriptions
- Per-agent SaaS contracts
- AI, analytics and automation add-ons
- Module upsell within enterprise subscriptions
- Usage-linked interaction fees
- Consumption-based pricing
- Professional services and implementation
- Service fee / project-based revenue
Products & capabilities
No products with linked sources are available in this view.
Products & market categories
Competitors & alternatives
- 247.ai
AI customer experience software and outsourced contact-centre services.
- Exotel
Cloud customer engagement platform for voice, chat and contact centres.
- Zendesk
Customer service software for ticketing, automation and AI support.
- Qualtrics
Enterprise SaaS for experience management, feedback analytics and workflow action.
- Talkdesk
Enterprise cloud contact-centre and AI automation software.
Side-by-side comparisons
Subsidiaries & acquisitions
- NiCE Cognigy
Enterprise conversational AI platform for contact-centre voice and digital automation.
Recent recorded signals
Dates refer to the source publication. Older entries are historical context, not evidence of a new event.
NiCE Named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms
Recorded impact score: 4/5
NiCE has been named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms, and also recognized as a 2026 Best Workplace for Innovators by Fast Company.
OutRival Appoints Shaun Sjolin as Chief Customer Officer
Hiring · Recorded impact score: 1/5
OutRival, a provider of AI-powered Digital Workers, has appointed Shaun Sjolin as its new Chief Customer Officer. Sjolin, formerly Vice President of Customer Success at NICE, a global leader in contact center software, will lead OutRival's customer organization. He will partner with brands to ensure consistent customer experiences across the entire journey, from initial engagement to long-term retention. His background includes roles at SAP, IBM, and Aon Hewitt. OutRival's AI Digital Workers handle calls, texts, and emails for brands, and the company serves industries like higher education, insurance, and travel. This appointment underscores OutRival's commitment to prioritizing customer care as a key differentiator.
- OutRival, Inc. appointed Shaun Sjolin as Chief Customer Officer.
- Sjolin previously served as Vice President of Customer Success at NICE.
Bidgely launches agentic AI CX suite for energy providers
Customer Experience · Recorded impact score: 2/5
Bidgely, a provider of AI-powered energy intelligence, has launched Agentic CX, which it claims is the energy industry's first agentic AI customer experience suite. The suite uses five specialized UtilityAI agents trained on over a decade of behind-the-meter data to provide appliance-level insights to utilities. It integrates with existing CCaaS and enterprise AI platforms, offering chat, IVR, and CSR co-pilot channels. The agents address high-bill calls, home energy audits, solar and EV impacts, and rate plan optimization. Bidgely reports significant client results, including a 50% reduction in high-bill calls and a 15% reduction in CSR churn. The launch aims to help utilities manage rising operational pressures and regulatory mandates.
- Bidgely launched Agentic CX, an agentic AI customer experience suite for energy providers.
- The suite includes five UtilityAI agents: High Bill Analyzer, Home Energy Audit, What-If Solar, What-If EV, and Best Rate.
Nice Expands European Critical Infrastructure Security with HySecurity
Infrastructure · Recorded impact score: 2/5
Nice, an international technology group specializing in smart living solutions, is strengthening its presence in the European security market by introducing its HySecurity division, which offers high-security gates, barriers, and hostile vehicle mitigation (HVM) solutions. The move follows CE certification of a first product line, enabling a structured sales channel in Europe supported by local sales and technical teams. Nice will showcase three certified solutions at the International Security Expo 2026 in London. These solutions integrate into Nice's broader access, control, and connectivity ecosystem. The expansion addresses growing European demand for physical security systems that protect critical infrastructure without disrupting operations, driven by evolving legislation such as the proposed EU public procurement law, CER, NIS2, and the UK's designation of data centers as critical national infrastructure.
- Nice expands its European presence with CE-certified HySecurity products for hostile vehicle mitigation (HVM).
- HySecurity, part of Nice since 2016, provides crash-rated barriers and hydraulic gate operators.
NICE Lands Record Deal, But AI Growth Questions Persist
Financials · Recorded impact score: 4/5
NICE reported Q2 2026 earnings with total revenue of $782.3 million, up 8% year-over-year, and AI annual recurring revenue of $362 million, up 52%. The company landed its largest CXone and Cognigy deal, an eight-figure contract with the UK tax authority HMRC, delivered with Capgemini. Despite beating guidance, shares fell about 6% as investors questioned decelerating organic AI growth, renewal discounts, and the contribution of the Cognigy acquisition. Analysts probed competitive dynamics in major CX deals and NICE's partnership with RingCentral. CEO Scott Russell defended the unified platform approach, emphasizing scale and proprietary interaction data as key advantages. The results reflect broader enterprise demand for integrated AI and customer engagement platforms.
- NICE reported Q2 2026 revenue of $782.3 million, up 8% YoY.
- AI annual recurring revenue reached $362 million, up 52% YoY, but growth slowed from 66%.
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Questions about NICE
What is NICE?
NICE is a public enterprise software company that provides cloud customer experience, contact centre, analytics, workforce and automation software.
Who uses NICE?
Its products are used by large enterprises, contact centre operators, CX leaders, IT teams, workforce managers and compliance teams.
How does NICE make money?
It earns revenue mainly from recurring SaaS subscriptions, add-on AI and analytics modules, usage-based fees and professional services.
Sources & coverage
This profile uses public, official and technically observable information. Missing information does not prove that a product or relationship does not exist. The list below does not imply that every profile statement has been verified.
18 publicly documented primary sources and citations linked across the market graph.
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