NICE has secured one of its largest-ever contact center deals.
The $100MN agreement will see the company’s CCaaS platform – NICE CXone Mpower – deployed across the biggest contact center in Europe.
The news was announced during the company’s Q1 2025 earnings call, during which Scott Russell, CEO of NICE, shared more insights into the deal.
“We secured a landmark agreement with a major European government agency home to the largest customer service operation in Europe, representing a total contract value exceeding $100 million,” he said.
This marks the second nine-figure government agency deal we’ve closed in less than a year, underscoring the scalability and strength of CXone Mpower, empowering mission-critical customer service at scale.
Russell also explained that NICE had replaced a long-time incumbent and beat multiple direct competitors to win the contract, which he sees as “a clear testament to the differentiated value our platform delivers.”
The previous deal the CEO referenced was worth a whopping $ 578MN, with the southern hemisphere’s largest contact center.
Celebrating the follow-up, Russell hailed CXone MPower as “the industry’s most complete AI-powered platform for customer experience.”
Many research firms, including Forrester and Gartner, also consider NICE a market leader.
Indeed, the platform earned top spot in the latest Forrester Wave and Gartner Magic Quadrant reports for CCaaS.
NICE Cements Deeper Partnerships with AWS & ServiceNow
The earnings call came shortly after NICE expanded its relationships with enterprise tech giants AWS and ServiceNow.
Thanks to the former, CXone Mpower is now available on the AWS marketplace.
Moreover, NICE and AWS have committed to co-innovation, which will likely include the integration of Amazon Q with Mpower. That could help spread contact center insight across the organization.
Regarding ServiceNow, NICE has partnered with the industry disruptor to converge two critical CX technologies: CCaaS and CRM.
However, unlike its competitors, NICE won’t embed its technology into ServiceNow Customer Service Management (CSM).
Instead, NICE and ServiceNow will develop new workflows between their platform, which will help pull the contact center closer to back-office systems and accelerate resolutions to complex queries.
Yet, Russell hints that many more high-profile partnerships will come as NICE builds out its partner ecosystem.
“Partnerships have always helped us scale, but today our focus is sharper and our impact is deeper,” he said.
We’re forging high-value strategic alliances that deliver real, measurable outcomes for our customers.
These partnerships will span the enterprise stack, as NICE executes its vision to become a business’s “system of interactions”.
What Do the Numbers Say?
The earnings call revealed that NICE reported $700MN in total revenue for Q1 2025, a six percent year-over-year (YoY) increase.
This growth was largely fueled by a 12 percent rise in cloud revenue, reaching $527 million, mainly due to the performance of CXone Mpower.
While NICE is still growing, its revenue growth rate has declined from the 15 percent reported 12 months ago. However, this was bolstered by its 2023 LiveVox acquisition.
More NICE News
Back in March, during NICE’s Enterprise Connect 2025 event, the company introduced CXone Mpower Orchestrator, an industry-first solution for end-to-end customer service automation.
Built on the CXone platform, it embeds AI, including NICE’s proprietary Enlighten AI, across the entire ecosystem.
The vendor also recently launched an online AI Value Calculator that quickly estimates potential time and cost savings from AI in contact centers.
Users enter basic details, such as location, team size, interaction volumes, and agent pay, then set a target automation rate, which is based on industry averages.
