NICE Ltd. (NICE) operates as an enterprise software leader in cloud, analytics, digital and AI in both the Customer Engagement and Financial Crime and Compliance markets. The company’s solutions help organizations of all sizes create extraordinary and trusted customer experiences, prevent financial crime, and improve criminal justice evidence management.
In the Customer Engagement market, the company's CXone Mpower platform enables organizations to automate service at scale, augment their workf...
NICE Ltd. (NICE) operates as an enterprise software leader in cloud, analytics, digital and AI in both the Customer Engagement and Financial Crime and Compliance markets. The company’s solutions help organizations of all sizes create extraordinary and trusted customer experiences, prevent financial crime, and improve criminal justice evidence management.
In the Customer Engagement market, the company's CXone Mpower platform enables organizations to automate service at scale, augment their workforce with AI-powered solutions, and unify enterprise knowledge, data, and AI models to drive faster resolutions and superior customer experiences. Purpose-built AI ensures every interaction and workflow is intelligently orchestrated across all customer touchpoints, seamlessly blending autonomous Agentic AI and human-assisted interactions to deliver best-in-class service that is proactive, knowledge-based, resolution-oriented, and efficient. The company's Public Safety and Justice business is included in the Customer Engagement segment. In this business, the company is transforming the criminal justice system by using AI to uncover the truth in digital evidence, facilitating swift justice. The company's AI-powered workflows help relieve police, prosecutors, public defenders, courts, and correctional institutions from the tedious task of managing digital evidence.
In the Financial Crime and Compliance market, the company protects financial services organizations with embedded-AI solutions that identify risks and help prevent money laundering and fraud, as well as help ensure financial markets compliance in real-time. With the company's holistic, data and entity-centric approach, it leverages machine learning, NLP (natural language processing), Generative AI, and Agentic AI that automate routine tasks, collaborate with analysts, and adapt in real-time to proactively keep ahead of emerging threats.
NICE is at the forefront of several industry technological disruptions that have greatly accelerated in the last several years: AI-driven automation is transforming customer service; domain-specific AI is enhancing decision-making and workforce performance; and cloud scalability is enabling enterprises to modernize operations at an unprecedented pace. As organizations seek to optimize both efficiency and customer experience. NICE’s AI-powered platforms unify data, workflows, and automation to drive enterprise-wide transformation. Built on deep domain expertise, its solutions empower customer service, financial crime prevention, and criminal justice organizations to lead with intelligence, efficiency, and confidence.
Strategy
The company’s long-term strategy is to further broaden its industry leadership in both the Customer Engagement and Financial Crime and Compliance market segments using NICE’s unique domain-specific AI capabilities and its foundational platforms, applications and data assets.
The company continues to lead the industry in both its business segments, where the total addressable market is fast-growing due to the opportunities driven by the evolution of AI. The company is uniquely positioned for ongoing success to enable faster, safer, more personalized, and cost-efficient interactions occurring in real time. The company's offerings manifest unmatched favorable attributes: they provide constant problem-solving that typically transcends economic fluctuations; they address complex challenges that require feature-rich solutions, preventing commoditization and giving rise to high barriers of entry that keep potential competitors at bay; they create an abundance of opportunities fueled by the distinctive lag of technology adoption; and they operate in markets burdened by soaring labor-driven costs, often exceeding 90% of total expenditures, which are ripe for the massive shift of spend from labor to automation.
In the Customer Engagement business, the company intends to further expand its leadership through strategic AI-powered product launches fueled by organic developments and acquisitions. In 2024, the company announced the expansion of CXone into CXone Mpower, the AI platform for automating customer service, enabling enterprises to design, build, and operate automation for workflows, agents, and knowledge at scale and precision. Furthermore, the company intends to continue to evolve as a global leader in all major markets and segments for managing customer service—holding and expanding the largest market share for CCaaS and WEM solutions; be the most adopted self-service AI provider in the CX market, providing purpose-built AI for CX solutions; becoming the leading provider of AI copilot capabilities for augmenting CX employees at all levels; offering the most extensive customer experience marketplace platform and data; and continuing to expand into international markets in both the high-end and the mid to low end of the markets it serves. In Public Safety and Justice, the company intends to cement and increase its leadership in the digital transformation of the US Justice System, becoming the de facto platform for workflow management across the Criminal Justice system. The company will do so by leveraging its Evidencentral platform for handling massive amounts of digital evidence and cases with streamlined workflows; using AI to further uncover insights and automate Justice processes; and delivering effective justice from the overwhelming amounts of evidence for every stakeholder in the Criminal Justice ecosystem.
In its Financial Crime and Compliance business, the company intends to expand to be the largest and leading cloud provider of financial crime and compliance solutions in all segments and across all major markets - further embedding AI across the company's portfolio while leveraging the X-Sight platform to cloudify the high end of the market; enhancing Xceed to be the cloud platform of choice in the mid-market; leveraging the company's unparalleled collective intelligence to provide a more holistic view of digital identity risk; and better monetizing data, based on advanced AI capabilities.
Customer Engagement Business Strategy
The company’s strategy is to continue serving as a leader in the Customer Engagement market and expand its reach beyond the boundaries of the contact center by fundamentally reinventing the way consumers interact with organizations. The company is driving a new customer experience standard by providing AI-powered end-to-end automation of customer service, intelligently and proactively interacting with customers, enabling resolution through purpose-built AI and data-driven self-service, and providing agents with knowledge and tools to successfully resolve any need in real-time. The company intends to achieve this by:
Infusing AI, analytics and automation into every element of the company’s Customer Engagement offerings to enable predictive and proactive service, workforce augmentation and automation. The company leverages insights from an extensive number of interactions, with hundreds of purpose-built CX AI models to create frictionless customer experiences that are smarter and faster.
Enabling the company’s customers to deploy domain-specific AI-driven agents that provide self-service and assisted service capabilities, to improve customer experience as well as reduce the cost to service consumers.
Augmenting agents with unique unified and native capabilities including digital collaboration, agent assistants, AI-powered copiloting capabilities and real-time guidance, to assist agents using conversational context and knowledge-based information.
Empowering the company’s customers to anticipate business demands with smarter, AI-based forecasting and scheduling tools, and providing their workforce with AI- enhanced training and analytics tools to help them gain the accountability, transparency and flexibility they need around their performance, as part of its holistic WEM suite that enhances both agent engagement and customer experiences.
Offering CXone Mpower, a global leading unified AI platform for automating customer service, combining journey orchestration for voice and digital channels, with advanced digital capabilities, self-service, domain-specific AI purpose-built for CX use-cases, knowledge management, agent assist tools, customer journey analytics, leading Workforce Engagement Management and automation solutions.
Expanding the company’s capabilities to provide holistic digital and self-service experiences throughout the entire customer journey, through self-service and engagement with human or AI agents, enabling customer service organizations to provide a end-to-end service experience across all touchpoints.
Leading cloud transformation across the entire Customer Engagement portfolio for all market segments and regions to enable rapid innovation, enhance flexibility and agility, and lower operational costs.
Offering its customers the ability to extend the company’s solutions by using CXone Mpower’s open framework of hubs, simplifying integrations with quick, intuitive connections that eliminate silos and streamline management, as well as through innovative third-party applications provided by its DEVone dedicated partner ecosystem, selected from the company’s platform’s CXexchange marketplace.
Increasing the company’s presence across all verticals, regions and market segments with CXone Mpower, AI innovation and enhanced data to help organizations adapt to today’s complex consumer expectations as well as the constantly changing CX environment.
Leveraging its large customer base in all verticals and regions to generate incremental revenue growth through up-selling and cross-selling the company’s Customer Engagement portfolio.
Extending the company’s public safety offering to the Public Safety Answering Points (PSAP) to support next generation digital emergency communication, ensuring compliance, improving performance and enabling enhanced digital evidence collection and investigation.
Offering one of the industry’s most unified cloud-based Digital Evidence Management and Investigation platform, Evidencentral, that integrates and consolidates all forms of evidence information - data and media from police records, citizen videos and photos, and dispatch management systems.
Financial Crime and Compliance Business Strategy
The company plans to continue extending its market leading position and its addressable market, while further supporting the move to the cloud by financial institutions. The company also plans to leverage its capabilities to facilitate both better financial crime protection and to help its customers realize cost reductions. The company intends to achieve this by focusing on:
Enhancing the company’s platform of integrated Financial Crime and Compliance solutions that help financial services organizations identify risks faster and earlier throughout all phases of the customer lifecycle.
Expanding the company’s market reach within the mid-tier banks and financial institutions with its Xceed native cloud and AI platform, which provides AML and Fraud solutions in a packaged SaaS offering to smaller organizations, enabling them to benefit from the capabilities previously only afforded to large organizations.
Expanding X-Sight, the company's cloud-native AI platform and solutions for the top tiers of the market to further strengthen and grow its market leadership position. X-Sight combines data and analytics agility and provides it the ability to cross-sell solutions. The company's cloud platform leverages data, AI, machine learning, advanced automation, and other technologies to help customers reduce the cost of operations, while increasing their adherence to compliance and preventing financial crime.
Expanding X-Sight AI, machine-learning data-driven, analytics-managed service or self-development environment to help further optimize analytic models and develop new analytics by leveraging insights across its broad customer base and the company’s market-wide and domain expertise in fraud prevention and anti-money laundering.
Empowering the company’s customers to increase their operations teams’ productivity by providing more purpose-built Generative AI offerings within X-Sight and Xceed to enable faster and more accurate investigations.
Offering X-Sight DataIQ, the company’s orchestration and aggregation engine that effortlessly connects to multiple premium and public data sources, turning raw data into data intelligence to fight financial crimes.
Expanding the X-Sight Marketplace, an ecosystem of innovative third-party partners where its customers can select complementary offerings to extend the company’s platforms and products.
Offering the company's solutions to verticals outside of the traditional financial services, such as technology, gaming, energy, insurance, industry regulators, government agencies, as well as to fintech and alternative payments providers.
Further expanding the company's footprint across international geographies and segments while continuing to cross-sell and up-sell into its existing customer base around the world.
Expanding the company's sales channels with world-class systems integrators, consultancies, core banking providers, and other regional reseller firms to identify additional significant opportunities.
Offering Overview - Customer Engagement
Enterprises face increasing pressure to deliver superior customer experiences while reducing operational costs. CX leaders struggle with fragmented technology, rising labor expenses, and inconsistent service quality across channels. The growing demand for AI-driven automation and intelligent workflows is reshaping how organizations operate customer service at scale.
CXone Mpower is a comprehensive AI platform, enabling enterprises to design, build and operate customer service automation by seamlessly orchestrating workflows, agents and knowledge as part of a single, unified and scalable platform, helping businesses reduce costs, improve efficiency, and deliver consistent, high-quality service experiences.
Demand for AI-powered solutions continues to accelerate as organizations prioritize cost efficiency, digital-first customer engagement, and proactive service strategies. With purpose-built AI models, proactive automation, and scalable orchestration, CXone Mpower enables enterprises to meet these challenges while future-proofing operations for the AI era of customer experience.
Platform and Solutions’ Core Capabilities
AI Cloud Platform - CXone Mpower is an AI-first platform designed to automate, optimize, and enhance customer service at scale. AI-powered automation understands intent, analyzes sentiment, and drives intelligent workflows to improve efficiency and resolution accuracy. Predictive, generative, and real-time AI models continuously learn and adapt, ensuring smarter decision-making and optimal customer interactions. The platform integrates enterprise knowledge, data, and AI models to deliver precise, context-aware responses. AI enhances every layer of customer engagement, powering automation across workflows, interactions, and workforce augmentation to drive cost efficiency and service excellence.
Interaction Orchestration - CXone Mpower ensures seamless customer experiences by orchestrating interactions across 30+ supported channels, including voice, digital, and self-service. AI-driven routing matches customers to the best available resource in real time, considering skills, sentiment, and past interactions. CXone Mpower dynamically orchestrates interactions between human and AI agents based on customer intent and desired outcomes, optimizing business results. End-to-end service workflows connect front-office, mid-office, and back-office teams, ensuring smooth handoff and full-resolution automation. Proactive engagement capabilities anticipate customer needs and trigger automated outreach, resolving issues before they escalate.
Workforce Augmentation - CXone Mpower enhances workforce performance with AI-powered solutions that optimize scheduling, training, performance, and real-time decision-making. AI-driven workforce management ensures the right agents are available at the right time, balancing efficiency with service quality. AI copilots provide real-time assistance, automating repetitive tasks, surfacing relevant insights, and guiding agents through complex interactions. Advanced performance analytics continuously monitor quality, compliance, and customer sentiment, delivering actionable insights that help organizations refine agent skills and improve service outcomes.
Customer Service Automation - CXone Mpower automates customer service end-to-end, resolving interactions from intent to fulfillment without human intervention. AI-powered workflows execute entire service processes, ensuring faster, more accurate resolutions. With AI-powered experience memory, CXone Mpower retains customer history and context, enabling intelligent, personalized automation. Generative AI and domain-specific models create dynamic, context-aware responses that continuously evolve, improving service accuracy and efficiency. Automation extends across front-office, mid-office, and back-office processes, ensuring organizations scale AI-driven service efficiently. AI continuously analyzes interaction data and optimizes automation strategies, reducing costs and enhancing customer experience.
NICE Evidencentral – the company’s Digital Evidence Management and Investigation Platform for the criminal justice system, transforms how digital evidence and data are managed. Criminal Justice agencies spend precious time managing digital evidence and data- collecting, storing, copying, analyzing, sharing and even physically transporting it. Evidencentral helps overcome these obstacles by breaking down data silos, applying analytics and workflow automation to processes, and by connecting public safety and criminal justice agencies together, so justice can flow smoothly, from incident to court. Evidencentral help agencies get control of digital evidence and data, so they can get emergency response right, be a greater force for good, ensure safer communities, and provide timelier justice for victims.
Offering Overview - Financial Crime and Compliance
Enabling trusted financial transactions is critical in the digital banking era and is increasingly challenging for financial services organizations. With criminals, organized crime rings, and armies of cyber bots leveraging AI to attack digital payments and banking channels while also scamming individuals and corporations, preventing fraud without customer friction and detecting and predicting money laundering is more complex than ever. In addition, adhering to capital markets compliance regulations by surveilling trades across all asset classes and communications across all mediums for market manipulation has also become more complex.
These demands, the evolving regulatory landscape and market dynamics coupled with consumers’ desire for frictionless digital transactions require organizations to transform and modernize their financial crime programs.
NICE Actimize provides a market-leading purpose-built cloud platforms embedded with AI capabilities for real-time and cross-channel fraud prevention, know-your-customer, anti-money laundering and capital markets compliance. The company enables financial institutions to effectively adapt to changing threats, provide excellent customer experiences and grow their business, all while protecting their organization, safeguarding their customers, and ensuring the integrity of the financial services industry.
Platforms and Solutions’ Core Capabilities
The company’s AI cloud platform for the high-end of the market, X-Sight, is an open and flexible AI-cloud platform for Financial Crime and Compliance, enabling top-tier financial services organizations to leverage market-leading solutions and services that meet their sophisticated and unique needs with security, scalability, and speed. X-Sight is powered by embedded AI, including Machine Learning, Agentic AI, Generative AI, and other AI technologies, which provide global clients with immediate value and access to new innovations. The company’s analytics are trained on industry-wide data and include the richest set of analytic models and features. The platform also includes many self-service capabilities, providing the largest global financial institutions the flexibility to configure their controls and financial crime programs to meet their unique needs.
The company’s AI cloud platform for the mid-market, Xceed, brings together powerful AI, data intelligence, machine learning, and insights for comprehensive AML and fraud prevention for small and mid-sized organizations. The solutions on Xceed provide the protection that larger organizations receive but are packaged and connect directly with core banking providers for smaller organizations to realize immediate value.
The company’s X-Sight and Xceed AI offerings apply advanced AI techniques fueled by insights received from working collaboratively with its large world-class client base to provide rich intelligence that optimizes machine learning prevention and detection analytics in the company’s portfolio of solutions, as well as using Generative AI and automation to cut down analysts' time when investigating financial crimes. This allows the company to provide leading solutions to its customers, addressing numerous business use cases across risk domains and coverage areas. All Financial Crime and Compliance solutions are infused with Always On AI, the company’s multi-layered approach that injects AI, machine learning, automation, natural language processing, and other advanced technologies throughout the financial crime and compliance value chain. This provides financial services organizations with innovative and patented technologies that fuel automation and analytic precision to detect and prevent financial crimes in real-time, while also providing secure and frictionless customer experiences.
The company’s cloud platforms provide financial services organizations with the agility required to quickly adapt to changing regulatory and threat landscapes. With machine learning, predictive analytics, and embedded AI, organizations are able to proactively prevent crime faster, leading to higher customer satisfaction, lower losses, and reduced risk of regulatory enforcement action or reputational damage. The company’s platforms and solutions enable organizations to have a more comprehensive understanding of their customers’ activities and risk, as well as the organization’s risk exposure.
The company's data intelligence solutions enable organizations to turn raw data into comprehensive, actionable intelligence to prevent and detect financial crimes, and enable better and faster decisions. With effortless access to data, the company's curated risk signals, and the company's X-Sight Marketplace ecosystem of complementary partner offerings, the company's solutions deliver comprehensive, real-time intelligence to fuel analytics, and enrich investigations.
The company's AI and analytics innovative technologies, the company's deep domain expertise, and the insights it receives by working collaboratively and collectively with its large, world-class client base provide rich intelligence to the company's solutions. This allows the company to provide market-leading solutions to its customers, addressing numerous business use cases across risk domains and coverage areas. All financial crime and compliance solutions are embedded with AI, including machine learning, Agentic AI, and Generative AI, and other advanced technologies throughout the financial crime and compliance value chain. This provides financial services organizations with innovative and patented technologies, which fuel automation and analytic precision to detect and prevent financial crimes in real time, and provides secure, frictionless customer experiences.
The company's vast coverage of solutions enables organizations to detect market manipulations and prevent money laundering and fraud, while helping them adhere to compliance regulations. With broad coverage for compliance around regulations and financial crime risks, including account takeover, social engineering scams, and many other financial crimes, the solutions include hundreds of out-of-the-box engineered models for current risk topologies across global regulatory regimes, as well as emerging risk types, including cryptocurrencies and cannabis-related risks, to name a couple. Organizations gain holistic coverage to reduce risk, mitigate losses, and protect their organizations and customers.
The company's intelligent investigations solutions serve hundreds of thousands of analysts and investigators across the globe, enabling them to make better, faster decisions. The rich and robust, purpose-built solutions include out-of-the-box workflows and audits for the regulated industries. The company's Agentic AI capabilities understand financial institutions' policy and procedure guidelines, recognize the context of an investigation, and have the agency to determine what data sources and risk signals to leverage for accurate and fast decision-making. The solutions track all activity, providing transparency for internal and regulatory audits.
The company’s Self-Service solutions provide organizations with customization and self-development capabilities powered by APIs and intuitive tools.
Strategic Alliances
The company sells its Customer Engagement and Financial Crime and Compliance platforms and solutions worldwide, primarily directly to customers and indirectly through selected partners to better serve its global customers. The company partners with companies in a variety of sales channels, including service providers, system integrators, consulting firms, distributors, value-added resellers, and complementary technology vendors. These partners form a vital network for selling and supporting the company's solutions and platforms. The company has established a cross-organization business partner program to support its ever-growing ecosystem, providing a full range of tools and benefits to help promote the NICE offerings, and drive mutual revenue growth and success.
The company’s strategic technology partnerships ensure full integration with the NICE offerings, delivering value added capabilities that enable them to provide its customers with an improved set of solutions and services.
The company’s DEVone program, comprising more than 200 partners, allows third-party software providers that bring complementary capabilities, to integrate with its CXone Mpower platform and extend its functionality. DEVone partner offerings are listed in the company’s CXexchange Marketplace. The company’s Actimize X-Sight Marketplace hosts market leading vendors in the AML and Fraud domains that complement the Financial Crime and Compliance solution suite.
The company's Evidencentral Marketplace hosts an expanding ecosystem of technology vendors that integrate with its Evidencentral platform to extend its functionality and make it simpler and faster for Emergency Communications, Law Enforcement and Criminal Justice agencies to bring a high volume of multimedia evidence together, accelerate case building, unearth hidden evidence and address evidence disclosure challenges.
Professional Service and Support
The NICE Professional Services and Support organization enables the company's customers to derive sustainable business value from its solutions. In addition to its internal Services organization, it also utilizes third party certified implementation partners to extend its capacity for deployment of the company’s offerings.
The Professional Service and Support offerings include a variety of services - both standalone and bundled with its products. The company address all stages of the technology lifecycle, including defining requirements, planning, design, implementation, customization, optimization, proactive maintenance and ongoing support.
Enabling Value
Solution Delivery optimizes solution delivery to the company's customers and enables them to achieve their specific business and organizational goals, on time and on budget. NICE solutions are delivered by certified project managers, technical experts, and application specialists. The company follows a proven methodology that includes business discovery to map solutions to business processes.
Value Realization Services (VRS) ensure quick, deep and sustained adoption of the NICE solutions. These services enable the company's customers to leverage the features and functionalities of the company's solutions to drive immediate and long-term results, aligned to their specific business case, accelerating their return on investment. The services are specifically designed to address the top short and long-term business concerns the company heard through working with hundreds of customers across the globe. VRS teams work with customers during all phases of solution implementation - before, during and after go-live. The company begins working with customer teams as soon as the project is kicked off, when the solution goes live, and for months after the solution is implemented. The company's experience has shown that the company's customers benefit greatly from access to NICE VRS resources once they begin using the solution. This post-implementation engagement allows the company to build skill and ownership within customer teams, embed changes within the customer organization and determine return on investment from the solution.
Managed Services empowers organizations to meet short term objectives, such as reducing handle time or improving sales rates, along with achieving long term goals such as customer retention. The company's team of experienced practitioners work with customers, guiding the process of collecting interactions, prioritizing subjects to study, conducting analysis and most importantly, developing plans that put the results of the analysis into action.
Customer Education Services provide users with the necessary knowledge and skills to operate NICE solutions and to leverage their capabilities to meet customer needs. These services are offered both before and after the deployment of NICE solutions.
Sustaining Value
Customer Success means working hand-in-hand with the company’s customers to identify areas where they can maximize business value and minimize complications, ensuring continued delivery of business benefits.
Cloud Operations ensure that solutions deployed on the NICE cloud run optimally and allow more simplified software upgrades, maximizing availability, performance and quality, while ensuring the security of customer information. This is delivered by using sophisticated proprietary utilities and automations that operate in a proactive manner, providing the means to avoid impacting customer and business operations. This includes: Cloud Architecture teams that design cloud service delivery and operation architectures; Cloud Security teams that help ensure that the company sets and meet the required Security certifications; Cloud Infrastructure teams that manage both virtual and physical infrastructure requirements; Cloud DevOps teams that implement the utilities and automations while working with its product development teams to optimize the company’s solutions for the cloud environment; and the 7X24 Cloud Application Support teams that monitor and manage the solutions for its customers, ensuring world class up-time, performance, scalability and security. The NICE Cloud utilizes multiple underlying technologies to give the company’s customers many paths to the cloud – these include Physical Data Centers and Public Cloud providers such as AWS and Azure. NICE maintains multiple Cloud Certifications including SOC 2 Type II – Applications; HITRUST; ISO:27001 and PCI DSS.
Customer Support and Maintenance responds to customer requests for support on a 24/7 basis, using advanced tools and methodologies. NICE offers flexible service level agreements to meet the company's customers' needs. The company's solutions are generally sold with a warranty for repairs of software defects or malfunctions. Software maintenance includes an enhancement program with (in the majority of cases) an ongoing delivery of 'like-for-like' upgrade releases, service packs and hot fixes. NICE also offers a Technical Account Management service or TAM. The TAM is a designated manager responsible for escalation management and overall customer care services.
Proactive Maintenance addresses issues before they can significantly impact the company’s customers’ businesses. These offerings include:
Advanced Services – Technical experts perform system-level audits to ensure ongoing compliance with operational specifications as well as specific product customizations tailored to the requirements of the customer.
Application Performance Services – A 24/7 function that proactively monitors NICE-hosted and customer-premises environments with triage, resolution and escalation of system alarms.
Managed Technical Services (Technical and Operation) – NICE offers a suite of managed technical and operation services that enable the customer to fully outsource all necessary responsibilities and functions required in order to manage the NICE solutions. This service includes dedicated onsite and remote support engineers, system management, system operation, updates and upgrades.
Information Security - The company has established information security management policies and procedures to protect the confidentiality, integrity, and availability of the company's data while providing value to the way it conducts its business. The company has security measures, internal policies, and procedures in place to protect the company's customers' information and ensure that proper measures are taken in connection with the company's customers' and their end users' information. Additionally, the company ensures that information security controls are designed and implemented throughout the company's products and services development lifecycle. The company's privacy information management policies and procedures comply with industry accepted standards, such as ISO 27001.
Research and Development
The company’s research and development expenses increased by $37.9 million in 2024.
Intellectual Property
The company currently hold 575 U.S. patents, and 35 patents issued in additional countries covering substantially the same technology as the U.S. patents. The company has 230 patent applications pending in the United States and other countries.
The company owns the following trademarks and/or registered trademarks in different countries: Actimize, Actimize logo, NICE Adaptive WFO, NICE WFM, NICE Voice of the Customer, NICE Work Force Management, NICE Incentive Compensation, NICE Real Time Solutions, NICE Trading Recording, NICE Uptivity, NICE Air, NICE Communication Surveillance, Customer Engagement Analytics, Decisive Moment, Fizzback, IEX, inContact, inContact Logo, NICE inContact, Last Message Replay, NICE, NICE Analyzer, NICE Engage, NICE Engage Platform, NICE Interaction Management, NICE Sentinel, NICE Inform, NICE Inform Lite, NICE Performance Compliance, NICE Inform Media Player, NICE Inform Verify, NICE Logo, NICE Incentive Compensation Management, NICE Real Time Solutions, NICE Trading Recording, NICE Proactive Compliance, NICE Security Recording, NICE, Nexidia, Nexidia , Logo, Nexidia Search Grid, Neural Phonetic Speech Analytics, Own the Decisive Moment, Scenario Replay, inContact Cloud Center Solutions, Supervisor on-the-go, VAAS, Voice as a Service, Personal Connection, InTouch, Echo, inCloud, CXone, CXone Logo, NICE inContact CXone, NICE Performance Management, inContact Automatic Contact Distributor, inContact Personal Connection, inContact Interactive Voice Response, inContact Work Force Management, Mattersight, Mattersight Logo, Net Promoter, Satmetrix, NPX, NPS, Fraudmap, Guardian Analytics, Evidence Lake, Alacra, Free your business, Resolve, Brand Embassy, ContactEngine, ContactEngine Logo, GoMoxie, FluenCX, Truth Depends on it, MindTouch, NICE ElevateAI, ElevateAI, NICE Smile design logo, StatsViewer, ScheudleViewer, VoApps, Directdrop voicemail and Directdrop voicemail logo, BusinessPhone, BusinessPhone Logo, LiveVox, LiveVox Logo, Human Call Initiator, HCI and HTI.
Seasonality
In previous years the majority of the company's business operated under an on-premises enterprise software model, which was characterized, in part, by uneven business cycles throughout the year, with a significant portion of customer orders received in the fourth quarter (year ended December 31, 2024) of each calendar year.
Regulation
Certain data privacy and cyber-related security laws and regulations apply to the company or to its customers and end-users in countries in which the company operates and its customers and their end-users are located, including the United States, Israel, the E.U and the U.K., mostly in relation to the company’s SaaS, hosting and cloud offering, as well as other outsourced services.
The company or its customers are also subject to domestic data privacy laws, such as the Israeli Privacy Law, the CCPA, CPRA and the United Kingdom Data Protection Act 2018.
As part of the company's effort to comply with such regulations and mitigate any future risks related to data privacy and cyber-security, the company has adopted certain internal policies and procedures related to information security and incident response, as well as Business Continuity Plans, Risk Assessment Procedures and Vendor Management Policies.
The company also required to comply with Regulation (EC) 1907/2006 of the European Parliament and of the Council Registration, Evaluation, Authorisation and Restriction of Chemicals.
The company’s European activities also require the company to comply with Directive 2012/19/EU of the European Parliament on Waste Electrical and Electronic Equipment (WEEE). The WEEE directive covers the labeling, recovery and recycling of IT/Telecommunications equipment, electrical and electronic tools, monitoring and control instruments and other types of equipment, devices and items, and it has set up the operational and financial infrastructure required for collection and recycling of WEEE, as stipulated in the WEEE directive, including product labeling, registration and the joining of compliance schemes.
The company’s products meet the requirements of the RoHS and REACH directives, and the company is making every effort in order to maintain compliance, without adversely affecting the quality and functionalities of its products.
Competition
The company competes against Amazon Connect, Avaya, Cisco, Five9, Genesys, and TalkDesk, as well as other niche vendors. The company also competes against certain UCaaS and collaboration software vendors such as 8x8, Vonage and Zoom, which offer basic CCaaS capabilities, and certain digital engagement vendors such as LivePerson, which offer digital engagement and self-service capabilities for contact centers.
In the WEM market it competes against players such as Alvaria, Calabrio, Genesys and Verint. In addition, the company is seeing some CRM companies, such as Salesforce and Zendesk, that provide a subset functionality of the company’s broader offerings.
The company compete against vendors such as SAS, FICO and Feedzai. In the Anti-Money Laundering market, it compete against vendors such as SAS, Oracle and Quantexa. In the Financial Markets Compliance market, it competes against vendors such as SMARTS (NASDAQ), Oracle and SAS. In the Mid-market segment, the company compete mainly against Verafin.
In the emergency communications market, the company competes against traditional recording vendors like Eventide, Equature and Exacom. In the Law Enforcement and Justice space, it competes against evidence content generation providers like Axon and Genetec who are looking to expand into broader digital evidence management.
History
The company was founded in 1986. The company was incorporated in 1986. It was formerly known as NICE Neptun Intelligent Computer Engineering Ltd. and changed its name to NICE Systems Ltd. in 1991. Further, the company changed its name to NICE Ltd. in 2016.
