NICE (NICE) investor relations material

Market Opportunity and Strategic Positioning

• Operating in a rapidly expanding CX market, driven by digital and AI agents, with on-premise migrations to cloud AI platforms ongoing.

• By 2028, Fortune 500 enterprises are projected to use over 150,000 AI agents, up from ~15 in 2025.

• 77% of consumers now prefer digital channels, while 50% of contact center agents remain on-premises.

• CX is now a board-level strategic priority, with rising C-suite engagement and dedicated tracks for senior leaders at events.

• Experiencing rapid growth in customer base and bookings, with a 20% year-over-year increase in event attendance and record bookings over the last three quarters.

Platform Differentiation and Innovation

• Fully AI-native, unified CX platform integrates AI, CCaaS, and workforce management, offering end-to-end orchestration and extreme scale.

• Cognigy integration delivers unified application, shared data, and proactive outreach across all channels, with FedRAMP compliance and sovereign cloud deployments underway.

• Innovations include learning loops, Agentic Engagement Plane for hybrid human-AI supervision, Agent Forge for rapid AI agent creation, and Guardian AI for compliance and control.

• Orchestration layer connects data, workflows, humans, and systems, ensuring every outcome is measured and enabling easy adoption and expansion.

• Security, privacy, and regulatory compliance are core strengths, supporting large, regulated enterprises.

Customer Outcomes and Case Studies

• Tripadvisor transformed from a human-assistance-first model to AI-led service, launching voice AI assistant Vesper in 45 days, automating intent capture, identity verification, and booking lookup.

• Vesper provides a new analytical layer, capturing 100% of call transcripts and surfacing actionable insights.

• Transitioned from 17 vendors to 3, achieving global scale and centralized orchestration.

• Customers value the single-platform approach for scalability, manageability, and future readiness, with strong trust in the partnership.

• Large enterprises like Citi and HMRC are adopting the platform for its scale, flexibility, and proven ROI.