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NICE

Deloitte alliance

Enterprise software company providing the CXone contact-center platform and Actimize financial-crime compliance software; it acquired inContact in 2016.

Website ↗
Headquarters
Ra'anana, IL
Founded
1986
Employees
—
Size
—
Stock exchange
NASDAQ:NICE
Revenue (USD)
—
Deloitte alliance listings: inContact, Inc. dba Nice
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Company profile

inContact, acquired by NICE in 2016, is the business behind NICE CXone (now CXone Mpower), a cloud contact center suite covering omnichannel routing, IVR, workforce engagement, quality management and interaction analytics. It is bought by customer service and CX leaders at mid-size to very large contact centers. NICE layers its Enlighten AI models across the suite for agent assistance, automation and sentiment analytics.

Ownership
Subsidiary
Parent company
NICE Ltd.

Industries served

Banking & capital markets Insurance Healthcare Retail & consumer Government & public sector Technology, media & telecom

Key offerings

CXone MpowerEnlighten AICXone Workforce ManagementNICE Nexidia Interaction Analytics

Typical use cases

  • Omnichannel routing across voice, chat and messaging
  • Workforce forecasting and agent scheduling
  • AI-driven quality scoring of customer interactions

Strengths

  • Broad native suite including WFM, QM and analytics
  • Recognized leader in contact center analyst evaluations
  • Mature AI models trained on large interaction datasets

Considerations

  • Breadth can make licensing and packaging complex
  • Large migrations require significant configuration effort
  • Overlaps with CRM vendors' own contact center offerings

Typical Deloitte services

  • Contact center migration from on-premises ACD to cloud
  • Customer service operating model and AI agent-assist design
  • CRM and contact center integration

Editorial profile based on public information.

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