[5] The computer engineers that founded NICE created a telephony voice recording system in the early 90s, followed by ATM software under the subsidiary, NICECom.

The agreed deal was $90 million, which made the total acquisition price 25% above share value and Mattersight's service offering was integrated into NICE.

[18] In 2021, growth in numerous tech sectors led to NICE receiving a valuation of $17 billion, making it the most valuable company in Israel.

[19] During the same period, the company partnered with Google Cloud with the aim of creating a more effective customer service applications for traditional contact centers.

[21] In June 2023, NICE was recognized by Frost & Sullivan with its 2023 Best Practices Company of the Year Award for Conversational AI.

It marked the end of his 25 year career at NICE, having spent the past decade as its chief executive officer.

Eilam would continue to be involved with NICE during the first half of 2025, serving in a strategic consulting role for the software company.

The study found that those using artificial intelligence in customer experience, had higher rates of satisfaction when compared to those using traditional methods.

CX Network magazine stated the offering would be ideal for contact centres where customers were unable to wait for callbacks due to the nature of their inquiry.

CX Today referred to MPower at the time of its launch as “world’s first and only CX-aware AI platform.”[32] In September 2024, it was announced NICE was part of a $578 million mega deal to transform Services Australia, the southern hemisphere’s largest contact center.

The update also allowed the integration of workflows between front and back offices, while also consolidating AI and human agents as one.

[34] Enlighten is NICE's artificial intelligence engine to help companies to "engage, predict and take actions to improve agent empowerment, consumer experiences, and operational excellence."

This acquisition significantly expanded the feature set of NICE's CXone platform, particularly within the Outbound Contact Center as a Service (CCaaS) market.

Additionally, LiveVox offers capabilities like Human Text Intiator (HTI), the SMS counterpart to HCI.