Sydney, Australia, April 17, 2026 — NiCE (Nasdaq: NICE) today announced that NiCE Cognigy has been recognised as a leader in conversational AI platforms for customer service by Forrester Research. The report, “The Forrester Wave™: Conversational AI Platforms for Customer Service, Q2 2026,” identifies NiCE Cognigy among the most significant vendors in the market.
To request a copy of the report, please go to the website here.
“Cognigy is a good fit for organisations looking to deploy complex, agentic-driven conversational AI applications at scale,” noted the report authored by Max Ball, vice president and principal analyst at Forrester. “Cognigy demonstrates strong capabilities in managing AI models and providing an agentic framework that can perform complex operations for customers at scale. Its development and testing tools help organisations build and manage complex AI-driven solutions for their customers,” the report said.
NiCE Cognigy received the highest possible scores across 10 current offering and strategy criteria, and a score of 4.5 out of 5 in the strategy category and above average customer feedback among evaluated vendors. Criteria in which NiCE Cognigy received the highest possible scores included vision, innovation, partner ecosystem, and supporting services and offerings. NiCE Cognigy also received the highest possible scores in current offering criteria including AI model management, multimodal and omnichannel support, agentic framework, resource orchestration and application execution, prebuilt application components, and application testing tools.
“Conversational AI has moved beyond simple interactions, and it now needs to resolve complete customer journeys,” said Philipp Heltewig, general manager and chief AI officer, NiCE Cognigy. “Enterprises are shifting away from fragmented tools toward a single platform that can unify AI, data, and workflows across every touchpoint. We believe this recognition from Forrester reinforces NiCE as a leader in helping organisations operationalise AI at scale and turn every interaction into a measurable outcome.”
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivityhere.
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
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