NiCE Cognigy Named Leader in Forrester Wave 2026

NiCE has announced that its Cognigy platform has been recognised as a leader in The Forrester Wave”: Conversational AI Platforms for Customer Service, Q2 2026 report, which evaluates the most significant vendors in the market.

According to the report, authored by Max Ball, vice president and principal analyst at Forrester, “Cognigy is a good fit for organizations looking to deploy complex, agentic-driven conversational AI applications at scale.”

It also noted that “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 organizations build and manage complex AI-driven solutions for their customers.”

NiCE Cognigy received top scores across multiple evaluation criteria, including vision, innovation, partner ecosystem, and supporting services.

It also achieved the highest possible scores in areas such as AI model management, multimodal and omnichannel support, agentic framework, resource orchestration, prebuilt application components, and testing tools.

The platform was rated 4.5 out of 5 in the strategy category and received above-average customer feedback among evaluated vendors.

Philipp Heltewig, general manager and chief AI officer at NiCE Cognigy, said, “Conversational AI has moved beyond simple interactions, and it now needs to resolve complete customer journeys.”

He added, “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 organizations operationalize AI at scale and turn every interaction into a measurable outcome.”

For more information about NiCE - visit the NiCE Website

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 organizations to innovate and act, from interaction to resolution. Trusted by organizations 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 organization, delivering proven measurable outcomes.

Find out more about NiCE

Author: Hannah Swankie
Reviewed by: Jo Robinson