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Big CX News from Avaya, ServiceNow, NiCE & HubSpot

The latest and greatest news and insights from the biggest vendors in the space, including Avaya, ServiceNow, NiCE & HubSpot

NiCE Wins Big CX AI Deals, But Enterprise Adoption Takes Time

NiCE secured major HMRC and healthcare CX AI deals, but its Q2 call revealed the data, governance, and deployment hurdles facing enterprises.

Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta

The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta

Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?

NiCE will resell RingCentral RingEX while RingCentral extends its CXone deal. Can the partnership deliver integrated UCaaS and CCaaS?

Customer Journey Orchestration Is Getting Serious. Is NiCE Agentic AI Architecture Already Ahead?

Could Nice customer journey orchestration fix the awkward parts of customer journeys for growing brands? Find out here.

NiCE World London: Sopra Steria, AWS and the New Trust Test for CX AI

NiCE World London Day 1 focused on trusted CX AI, with Sopra Steria proof, AI partner standards, and AWS sovereign cloud support.

NiCE World London 2026 Is Almost Here, and the CX Agenda Looks Hard to Ignore

NiCE World London 2026 will bring CX leaders, AI specialists, and enterprise decision-makers to Olympia London on July 2 for its main event day, with July 1 ...

Big CX News from Verizon, NiCE, Anthropic & Sprinklr

The latest news and insights from the world of CX and customer service, including Verizon, NiCE, Anthropic & Sprinklr

NiCE Declares the Era of Bolted-On AI Is Over

At NiCE World 2026, NiCE unveiled an agentic AI-native CX platform, a Workforce Empowerment Suite for hybrid teams, and NiCE Labs.

Big CX News from Salesforce, Cisco, NiCE & Afiniti

The latest news and insights from the world of CX and customer service, including Salesforce, Cisco, NiCE & Afiniti

Capgemini, NiCE & Route 101 Confirmed in $670M HMRC CCaaS Deal

HMRC has confirmed a multi-year contract with Capgemini, NiCE, and Route 101 to replace legacy infrastructure with NiCE CXone.

NiCE World 2026: Where CX AI Gets Real in Orlando

NiCE World 2026 brings CX, contact center, and AI leaders to Orlando with Scott Russell, Jason Sudeikis, AI agents, and CXone sessions.

Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.

NiCE's $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?

COMMfusion's Blair Pleasant breaks down the NiCE HMRC CCaaS deal, covering hyperscalers, the Capgemini factor, and the 8-year contract.

What NiCE's $670M HMRC Deal Really Tells Us About Enterprise CCaaS

The $670M HMRC contract reveals why enterprise CCaaS procurement keeps coming down to NiCE and Genesys — and where hyperscalers fall short.

NICE and ServiceNow Confirm “AI-first” CX Workflows are the New Norm

NiCE and ServiceNow confirm their joint CX solution—here’s what it unlocks for AI-first service workflows, routing, and resolution.

Big CX News from Salesforce, Zendesk, NiCE & AWS

The biggest news and announcement from the world of CX: Salesforce, Zendesk, NiCE, AWS, Enterprise Connect

NiCE Launches Agentic AI Platform to Accelerate Contact Center Automation

NiCE launches agentic AI platform that converts enterprise interaction data into deployable AI agents for customer service automation

Genesys vs NICE vs Five9: Which CCaaS Platform Is Right for Enterprise Cloud and AI Strategy?

Genesys, NICE, or Five9? Compare control, compliance, AI, and speed to choose the CCaaS platform that fits your enterprise reality.

NiCE Declares War on Deepfake Fraud with Expanded Pindrop Partnership

NICE embeds Pindrop's fraud detection into CXone with native integration. Real-time deepfake defense and voice authentication now available as AI voice fraud surges 245%

NiCE Launches Cognigy Simulator to Test and Scale AI Agents

NICE launches Cognigy Simulator, a testing and evaluation tool that helps enterprises improve AI agents for CX operations before deployment.

NiCE’s AOK Bayern Win Shows How Data Sovereignty Is Powering the Next Wave of CX Modernization

NiCE’s AOK Bayern deployment shows how data sovereignty platforms enable secure, AI-powered modernization for regulated contact centers.

NiCE Integrates Functions in New Global Customer Operations Division

NiCE's new Global Customer Operations division reflects trend towards integrating functions to create a responsive client experience.

NiCE Closes Cognigy Acquisition to “Redefine the Future” of CX

NiCE has completed its $955MN acquisition of enterprise conversational and agentic AI provider Cognigy. The deal, announced in July , promised to bring Cogni...

NiCE Tightens Its Salesforce Integration, Opens Up to Agentforce

NiCE has expanded its Salesforce partnership, announcing a deeper CCaaS-CRM integration. The integration builds on the 2022 release of Bring Your Own Telepho...

RingCentral Recommits to NiCE, Explains Where Its Own CCaaS Solution Fits

RingCentral and NiCE have extended their agreement to market the RingCentral Contact Center. The RingCentral Contact Center is a dressed-up version of NiCE C...

Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive

This week, CCaaS leader NiCE announced it was acquiring Cognigy, one of the pioneers in the conversational AI space, for $955MN. That $955MN figure represent...

Big CX News from NiCE, OpenAI, Five9, & Microsoft

From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI's Sam Altman, here are extracts from some of this week’s most popular news sto...

NiCE to Acquire Cognigy for $995MN, Wants to "Set a New Standard" for AI in Customer Experience

NiCE has agreed a $955MN deal to acquire Cognigy, the prominent enterprise conversational and agentic AI provider. Cognigy was one of the first enterprise te...

NiCE CEO: "We're Not Just Partners; We're Co-Building with AWS, ServiceNow & Snowflake"

In his first interview as CEO in March, Scott Russell vowed to extend the value NiCE brings to its customers, citing opportunities in AI, international expan...

NiCE, Genesys, & Five9 Have All Released AI Agent Studios, But What Should I Look Out For?

NiCE, Genesys, and Five9 have recently launched AI studios, supporting brands in building AI agents that interact with customers. From the outside, many of t...

NiCE Secures a Big CCaaS Win with TalkTalk, Enjoys a Spike in Sovereign Cloud Deployments

Watch on YouTube. CX Today's Charlie Mitchell hosts Darren Rushworth, President of NiCE International. The two recap on NiCE's release of Mpower Agents, with...

NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event

Watch on YouTube. CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE , to preview one of the contact center industry’s bigges...

Big CX News from NiCE, Genesys, Salesforce, & Gartner

In the last seven days, the CX space has seen a major agentic AI announcement from NiCE, a significant CCaaS milestone from Genesys, more controversy at Sale...

NiCE Interactions 2025: A Review w/ Barry Cooper

Watch on YouTube. Barry Cooper, President of the CX Division at NiCE , headlined Day Three at Interactions 2025. He stopped by the NiCE media desk after his ...

NiCE Goes All In on Agentic AI with CXone Mpower Agents, Boosted AWS Partnership

NiCE is the latest big-name tech provider to launch AI agents, announcing “CXone Mpower Agents”. The vendor claims that businesses can build and deploy their...

NiCE on Its New Snowflake, ServiceNow, & AWS Partnerships, Previews Interactions 2025

Watch on YouTube NiCE Interactions is back for 2025, and Elizabeth Tobey, VP of Marketing at NiCE , joined CX Today's Charlie Mitchell for a last-minute even...

NiCE Taps Snowflake to Spread Customer Data Across the Enterprise

NiCE has partnered with Snowflake to democratize customer service data. Announced at NiCE Interactions 2025, the collaboration centers on Snowflake Secure Da...

The New NICE and ServiceNow Partnership Is More Than Just Another CCaaS-CRM Integration

Earlier this month, NICE and ServiceNow announced a new partnership to pull the contact center into the broader enterprise ecosystem. Over the past 18 months...

Big CX News from Salesforce, Zoho, NICE, & Dialpad

This week in CX has seen a double announcement from Salesforce, a fresh CRM release from Zoho, NICE, and a Dialpad promise of "pre-emptive" customer service....

NICE Lands $100MN+ Deal with Europe's Largest Contact Center

NICE has secured one of its largest-ever contact center deals. The $100MN agreement will see the company’s CCaaS platform - NICE CXone Mpower - deployed acro...

AWS and NICE Partner to Pull Contact Centers Into the Broader Enterprise

AWS has partnered with NICE to close the gap between the contact center and the broader enterprise. The collaboration does this by first making CXone Mpower ...

NICE CXone vs. Genesys Cloud: The Ultimate CCaaS Battle

At the forefront of most analyst reports evaluating the enterprise CCaaS market, two vendors will typically lead the way: NICE and Genesys. Still, in a crowd...

Is NICE WFM Still the Gold Standard?

NICE is the long-time leader in contact center workforce management (WFM). According to the DMG Consulting 2024 Workforce Management report, the company has ...

Big CX News from AWS, Microsoft, ServiceNow, NVIDIA, & NICE

The week of Enterprise Connect proved to be as busy as expected, with everything from AWS launching the next generation of Amazon Connect to NICE unveiling a...

NICE Enlighten AI: Features, Benefits, & Pricing

The application of AI in customer experience is evolving from deploying point solutions to leveraging AI-embedded platforms. All-in-one AI suites, like NICE ...

NICE Unveils an “Industry-First” Orchestration Solution for Customer Service

NICE has launched an "industry-first" solution to deliver end-to-end customer service automation: CXone Mpower Orchestrator. Announced at Enterprise Connect ...

NICE Mpower: What’s Included, & How Much Does It Cost?

Launched in June 2024, NICE Mpower is a comprehensive platform for customer service teams. The offering bundles the vendor's CXone contact center solution wi...

Agentic AI Key to Strong NICE Quarter

NICE has highlighted the importance of agentic AI in helping the company achieve “exceptional results” this quarter. Announced during the vendor’s Q4 2024 ea...

NICE Launches an Online Calculator That Estimates Contact Center AI Savings

NICE has released an online tool that calculates how much money and time contact centers could save with AI. It takes minutes to run a rough calculation thro...

New NICE CEO Scott Russell Shares His Vision, Spotlights Growth Opportunities

In becoming the new NICE CEO, Scott Russell has big boots to fill. Over a decade, his predecessor – Barak Eilam – led the company’s transformation from a wor...

Barak Eilam Officially Steps Down as NICE CEO, Scott Russell Takes Over

Barak Eilam has confirmed the end of his tenure as NICE CEO . In stepping down, Eilam calls time on a NICE career that has spanned over 25 years and seven di...

NICE Has Displaced 45+ Competitive CCaaS Deployments for "Leading Brands" This Year

NICE has revealed that during the last quarter, over 45 "leading brands" have looked to the company to rectify "failed" CCaaS deployments by rival vendors. D...

RingCentral Migrates its Agents Away from NICE-Powered Platform

RingCentral has moved its 1,000 customer service agents off its NICE-powered contact centre platform and onto its new RingCX, CEO Vlad Shmunis has revealed. ...

The Latest BIG News from Cisco, Salesforce, NICE & Genesys

A busy week in the CX space has seen new solutions from Cisco and NICE, more Benioff barbs thrown at Microsoft Copilot, and confirmation that Genesys is goin...

NICE Revamps CXone Mpower, Delivers Automation Across the Entire CX Journey

NICE has announced additional features for its CXone Mpower platform. The revamped AI solution promises to do something that has “never been done before,” by...

Big CX News from Playvox, NICE, Nuance, Avaya, & Twilio

Another big week in the world of CX has seen the apparent confirmation of a Playvox-NICE takeover, a significant strategic revelation from Nuance, and AI rel...

Playvox Confirms NICE Takeover with a Name Change

Playvox has confirmed that it’s now part of NICE after changing its name on social media to Playvox by NICE. The move comes after CX Today shared rumors of a...

Purpose-Built Gen AI for the Contact Center: Introducing ElevateAI by NICE (with Demos!)

Watch on YouTube CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE . After an introduction to El...

NICE’s New CEO Pledges to Lead a New Growth Phase: What Will It Look Like?

Two weeks ago, NICE appointed Scott Russell as its new CEO. Russell will take the CEO mantle from January 1, 2025, when current CEO Barak Eilam steps aside. ...