NiCE
Category: AI Agents
Publicly listed Israeli-American enterprise CX AI platform company (CXone, Cognigy) that combines AI agents, contact-center cloud and workforce engagement for large enterprises. NiCE was founded in 1986. The company is led by Scott Russell. Based in Ra'anana, Israel. Team size: 500+. Latest round: Post-IPO.
- Founded
- 1986
- Headquarters
- Ra'anana, Israel
- Team size
- 500+
Value proposition
A single enterprise customer-experience AI platform that orchestrates human and AI agents, automates service journeys and empowers the workforce at scale.
Products and solutions
CXone Mpower (CCaaS and agentic CX AI platform), NiCE Cognigy (conversational and agentic AI agents, Agentic Experience Studio, AI Assist, evaluation and tracing toolkit), Engagement Orchestration (IVR, omnichannel routing, outbound, digital), Workforce Engagement Management (WFM, QM, performance, recording, interaction analytics), Copilots for agents and supervisors, Knowledge Management, Voice Services, NiCE Labs, CXexchange marketplace.
Unique value
Governed enterprise AI agents with decision tracing, evaluation, reusable skills and hybrid autonomous/deterministic control, combined with a full contact-center cloud and workforce stack.
Target customer
Large enterprises, BPOs and contact centers in financial services, healthcare, insurance, telecom, retail, government, travel and education; also SMBs.
Industries served
Financial services, healthcare, insurance, telecom, retail, government, travel and hospitality, education, BPO
Technology advantage
End-to-end CX stack (CCaaS, voice network, WEM, analytics) plus Cognigy's agentic AI. Open standards (MCP, A2A), native speech-to-speech voice models, bundled base models with optional premium third-party models (Deepgram, ElevenLabs, Anthropic), and a global enterprise installed base.
How they differentiate
Broadest integrated CX AI platform from voice and routing to WEM and agentic AI. Gartner CCaaS Magic Quadrant Leader for 11 consecutive years, positioned furthest for Completeness of Vision. The Cognigy acquisition adds a leading conversational AI layer with enterprise governance.
Main competitors
Genesys, Five9, Talkdesk, Amazon Connect
Key partnerships
AWS, ServiceNow, Snowflake (co-building partnerships per CXtoday), Deepgram, ElevenLabs and Anthropic (premium models in Cognigy), CXexchange marketplace and strategic technology partner program
Notable customers
Lufthansa, Toyota, Mister Spex
Major milestones
Founded 1986 as Neptune Intelligence Computer Engineering, Tel Aviv Stock Exchange listing 1991, Nasdaq ADR listing 1996 (ticker NICE), renamed NICE Ltd. 2016, Scott Russell became CEO January 2025, agreed to acquire Cognigy for about $955M in July 2025 (closed September 2025), launched NiCE Labs at NiCE World June 2026, Cognigy next-generation release with governed enterprise AI agents announced November 2026.
Growth metrics
2025 revenue about $2.945B. Q3 2026 revenue $790.7M (+8% YoY), AI ARR up 46%, cloud growth 10.6%, roughly 5% (about 500) workforce reduction announced. About 9,600 to 10,000+ employees.
Market positioning
Enterprise-grade CX AI platform leader. Gartner 2026 CCaaS Magic Quadrant Leader alongside Genesys, AWS, Talkdesk and Five9.
Geographic focus
Global; strong in North America and EMEA, with offices worldwide
About Scott Russell
Ex-SAP President, Asia Pacific Japan. Became NiCE CEO on January 1, 2025.
Latest news about NiCE
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Official website: https://www.nice.com