NiCE stories
The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.
Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.
Cloud migration helped NiCE cut Scope 1 and Scope 2 emissions by 23%, while it kept 14% of revenue flowing into research and development.
Rising AI workloads are forcing APAC firms to invest more in data centres, fibre and energy, while also reshaping customer service and cyber defence.
AI is reshaping contact centres as NiCE's 2026 awards spotlight retailers, banks and telecoms cutting costs and improving service.
About 800 agents are already using AI guidance as Sopra Steria looks to meet a 90% call-answer target within 20 seconds.
Enterprise buyers will get a new way to assess AI service partners after NiCE introduced a specialism based on certified staff and proven results.
Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.
Customers in regulated EU sectors may now deploy NiCE's AI tools on AWS's new sovereign cloud while keeping data and operations inside the bloc.
Enterprise buyers could benefit as NiCE ties partner status to certified staff, live deployments and verified results in a new AI scheme.
The new system is meant to help firms move AI from pilot projects into live customer operations, with audit trails and human oversight built in.
The partnerships aim to help banks and critical infrastructure prepare for quantum-era cyber risks as QNu Labs expands in Europe.
Executives will hear how AI can move from pilots to live customer service operations as NiCE gathers more than 2,500 attendees in Orlando.
Clients could get faster deployments as the tie-up pairs AI workflows with sector rules and human support across global contact centres.
Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.
The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.
Banks are under pressure to curb faster-moving scams and deepfake fraud as NICE Actimize's conference puts AI at the centre of controls.
Hospitals could cut switching between systems as patient calls, messages and records are brought into one Epic workspace.
Patient-service teams can now handle calls, chats and summaries inside Epic as NiCE's CXone integration aims to cut admin and improve compliance.
The accolade strengthens NiCE's standing as contact centre buyers weigh cloud migration, AI features and customer support more heavily.
