NICE has highlighted the importance of agentic AI in helping the company achieve “exceptional results” this quarter.
Announced during the vendor’s Q4 2024 earnings call, CEO Scott Russell championed the company’s “AI-powered agentic automation,” claiming that it was enabling NICE to set “a new standard” as a leader in the AI sector.
In particular, the CEO praised the use of agentic AI within CXOne Mpower, explaining how it was “at the heart” of the CCaaS solution, which was crucial in helping NICE secure a number of significant seven-digit deals.
In 2024, 97% of large enterprise CXone Mpower deals valued at $1 million ARR and above included NICE’s advanced AI solutions.
This included:
- “One of the largest retailers in the world,” which was already managing 75 million interactions annually with NICE, selected CXone Mpower to enhance customer engagement with AI.
- A major university opted for CXone Mpower, Autopilot, and Copilot after a competitive review, aiming to improve student experience. The institution is expected to achieve 30 percent ROI.
- A large managed care organization consolidated its multi-vendor tech stack, choosing CXone Mpower over generic AI from their CRM provider to modernize customer service.
- A leading university medical center signed a 7-digit ACV deal to unify its CX operations under CXone Mpower, prioritizing ROI and patient experience.
For Russell, these wins are evidence that NICE is “undeniably winning in the era of agentic AI.
We go beyond the slideware. We are delivering real results.
NICE’s Next Agentic AI Move
Outside of discussing the company’s successes during the last quarter, Russell also made a point of highlighting his plans for the future of the company.
He detailed how NICE was “uniquely positioned” to capitalize on the tech thanks to the company’s CX-focused AI, market-leading platforms, and strong financial foundation.
In addition, he spoke about “aggressively expanding our [NICE’s[ strategic partnerships” – a point that he also made in a recent interview with CX Today’s Charlie Mitchell, where he teased the idea of pulling NICE into new domains.
Russell closed his opening remarks by stating that NICE “will lead the CX-AI revolution.
Agentic AI is our superpower, and we are embedding it in everything that we do, maximizing our innovation edge and reinforcing our position as the undisputed leader in AI-driven solutions.
With such a demonstrable focus on maximizing the potential of agentic AI, it will be interesting to see NICE’s next moves in the space.
Crunching the Numbers
Regarding NICE’s finances, the company posted strong results for Q4 2024, reflecting continued momentum in its cloud business and operational efficiency.
Cloud revenue for the quarter set a new record by reaching $534 million, marking an impressive 24 percent year-over-year growth.
Total revenue climbed to $722 million, a 16 percent increase compared to the prior year, exceeding expectations.
Profitability also saw significant improvement, with operating income rising 22 percent to $227 million and operating margin expanding to 31.5 percent, up 150 basis points year-over-year.
Cash flow generation remained robust, with operating cash flow reaching $250 million, a 38 percent increase from Q4 2023.
More News from NICE
Earlier this month, NICE introduced its AI Value Calculator, an online tool that estimates potential savings in time and money for contact centers adopting AI.
By inputting key data like location, team size, average call/chat time, and agent pay, users can quickly get a rough calculation.
The tool also lets users set a target for automating interactions, with result estimates based on industry averages.
