NiCE named sole Gartner Customers' Choice for CCaaS
Tue, 7th Apr 2026
NiCE has been named the sole Customers' Choice vendor in Gartner Peer Insights' 2026 Voice of the Customer report for Contact Centre as a Service, marking the third time it has received the distinction.
The recognition was based on verified end-user feedback collected through the end of the review period. NiCE received an overall rating of 4.6 out of 5 from 82 reviews, and 86% of surveyed customers said they would recommend its platform.
The result places NiCE alone in a category Gartner reserves for vendors in the upper-right quadrant of its Voice of the Customer framework. In Gartner's description, as cited by NiCE, vendors in that group meet or exceed market averages for both overall experience and user interest and adoption.
Contact centre software has become a closely watched segment as companies shift customer service operations to cloud-based platforms and add more automation to routine interactions. Rankings based on customer reviews carry weight because they show how buyers assess products after deployment rather than during procurement.
For NiCE, the latest recognition adds to a record of repeated customer endorsement in a market where established software providers and newer cloud-native rivals compete for large corporate contracts. The award reflects feedback from customers using its CXone platform.
Some review headlines highlighted by NiCE pointed to a mix of praise and scrutiny: "Balancing Innovation With Customer Support Remains Ongoing for Service Teams", "Long-Term Experience Reveals ROI and Ease of Use With NiCE Technologies" and "A powerful, supportive, and transformative platform backed by exceptional expertise".
Those comments suggest users are weighing both product development and day-to-day support when judging vendors in the sector. Ease of use, return on investment and the quality of supplier relationships remain important factors for buyers managing large customer service operations.
NiCE has a broad international footprint and says its products are used by organisations in more than 150 countries. Much of its recent messaging has focused on artificial intelligence features in customer experience software, as suppliers seek to show how automation can handle more service tasks while preserving oversight and compliance.
Jeff Comstock, President of CX Product & Technology at NiCE, commented on the result.
"Receiving such outstanding ratings in this year's Voice of the Customer report is meaningful to us. Our customers continue to push the boundaries of what exceptional experiences look like, and we are proud to innovate alongside them. These high scores reflect our relentless commitment to bringing trustworthy enterprise-grade AI to every workflow, every agent, and every interaction. We are deeply grateful for the confidence our customers place in us, and we remain steadfast in helping organisations achieve extraordinary results with CXone," said Jeff Comstock, President of CX Product & Technology at NiCE.
The contact centre as a service market has drawn sustained investment as businesses replace on-premise systems with cloud software that can be updated more frequently and integrated with digital channels. Vendors are also under pressure to prove that AI tools can improve customer service economics without creating new operational risks.
Independent review benchmarks have become one of several measures buyers use to compare suppliers in that environment. While analyst reports often focus on product positioning and market direction, user review data tends to highlight implementation experience, service quality and the practical value customers believe they are receiving.
NiCE's rating of 4.6 out of 5, based on 82 reviews, gives it a strong customer satisfaction marker in a market where review volumes and recommendation levels are increasingly scrutinised by procurement teams. The 86% recommendation score suggests broad approval among the users whose feedback contributed to the assessment.
The distinction also underlines how software suppliers are using customer validation to support their standing in crowded enterprise technology categories. In contact centre software, where large migrations can be complex and expensive, references from existing users can be especially influential in buying decisions.
Gartner's framework, as cited by NiCE, recognises vendors that meet or surpass market averages for overall experience and user interest and adoption.