NiCE Announces Next-Generation CX Powered by AI

[Hoboken, New Jersey, June 9, 2026] NiCE (Nasdaq: NICE), a leading provider of AI-powered CX (Customer Experience) platforms, today announced a fundamental transformation in CX. By natively integrating agentic AI into the core of its platform, enterprises can now integrate AI agents, personnel, workflows, data, and systems into a single intelligent operating model.

For decades, CX has meant routing interactions to people. NiCE is changing that. AI understands intent, autonomously resolves issues, proactively engages customers, orchestrates operations across front and back offices, and elevates human expertise at critical moments. Every customer touchpoint becomes intelligent, every workflow can be automated, and every outcome can be measured and improved.

NiCE is built to realize a world where AI serves as the intelligence foundation for the entire CX. NiCE delivers the design, implementation, governance, and continuous improvement of AI agents across voice, digital, self-service, proactive engagement, agent assistance, analytics, and workflow orchestration—all in a single platform.

A Platform Only NiCE Could Build

NiCE's unique position is rooted in the fusion of industry-leading enterprise CX infrastructure and cutting-edge conversational and agentic AI built specifically for CX. NiCE Cognigy's agentic AI functions as the 'brain' of the platform, orchestrating inference and action across channels, and supporting AI agents that autonomously execute from customer dialogue to issue resolution. Meanwhile, the industry-leading cloud-native platform serves as a trusted operational foundation for enterprises with the most advanced operational requirements, delivering security, compliance, workforce intelligence, analytics, routing, and more. NiCE adheres to the highest standards of security and compliance, including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP certifications, to protect customer data in the highest security environment.

This AI has already proven its effectiveness in real-world operational environments. NiCE's annual recurring revenue (ARR) for Q1 2026 increased by 66% year-over-year, accounting for 14% of cloud revenue. This momentum is reflected in external evaluations as well. NiCE was the only vendor selected as a Customers' Choice in the 2025 Gartner® Peer Insights™ 'Voice of the Customer for Enterprise Conversational AI Platforms' and ranked 11th in the Applied AI category in Fast Company's 'World's Most Innovative Companies 2026'.

Jeff Comstock, President of NiCE's CX Products & Technology division, stated, 'To operate AI at the scale, security, and compliance that enterprise customer operations demand, you need more than a demo. You need deep real-world experience with mission-critical CX data, workflows, and governance—and AI that's not bolted on but architected in. We've built it. A platform with agentic AI natively integrated at its core, with AI itself embedded as the foundation, enabling governance and measurement at enterprise scale.'

Layers Supporting Agentic Orchestration

NiCE provides agentic orchestration across every dimension of CX. Key capabilities include:

NiCE AI Agents: The execution layer for autonomous customer issue resolution. NiCE AI Agents natively operating within the platform understand customer intent, execute actions across enterprise systems, complete end-to-end workflows, and resolve customer needs across voice and digital channels without handoffs.

Agentic Engagement Plane: The orchestration layer for the agentic era. As customers, employees, personal AI agents, enterprise AI agents, and systems interact, CX needs a trusted layer to authenticate, mediate, route, and govern engagement. The agentic engagement plane connects this ecosystem, intelligently linking the capture of customer intent to issue resolution.

NiCE Guardian AI: The governance layer for enterprise-scale AI operations. Guardian AI monitors both AI and human actions in real-time, applies compliance guardrails, detects risks, and continuously improves the performance of the entire CX operation.

Agentic Analytics: The analytics layer that converts intelligence into action. Agentic analytics goes beyond reporting 'what happened' to identify 'what to do next,' quantifies business impact, and feeds that information back to AI agents, workflows, and teams to continuously improve the platform.

Omer Minkara, VP and Principal Analyst at Aberdeen Strategy & Research, said, 'Enterprise leaders are transitioning from the consideration stage to rapid, broad-scale adoption of AI for CX. What they're looking for is which companies can reliably, safely, and at scale deliver on this transformation. NiCE's advanced agentic AI combined with its enterprise-grade CX infrastructure provides a powerful foundation to achieve this change.'

Robin Gareiss, CEO and Principal Analyst at Metrigy, said, 'Consumers are positive about AI usage but don't want AI shoved at them unilaterally. By embedding AI throughout its platform, NiCE enables enterprises to appropriately allocate AI agents and human agents based on the situation, and by delivering personalized experiences, increases consumer acceptance of AI.'

Redefining CX

Leaders at a global financial services enterprise