Hoboken, N.J., June 9, 2026 – NiCE (Nasdaq: NICE) today announced NiCE Labs, the dedicated AI innovation lab established to conduct advanced research, rigorous benchmarking, and rapid prototyping at the leading edge of agentic customer experience. Unveiled at NiCE World in Orlando, NiCE Labs will operate as NiCE’s incubation and innovation engine, bringing together the company’s most advanced AI expertise and working in close collaboration with customers and partners to apply advanced AI research directly to real-world enterprise CX challenges.
“The pace of AI advancement is extraordinary, but raw AI capability and enterprise CX leadership are fundamentally different. NiCE Labs is how we close that gap. It brings together deep CX domain expertise, rigorous research and benchmarking discipline, and a rapid prototyping culture, all focused on one goal: ensuring that NiCE, and the enterprises we serve, are always operating at the leading edge of what agentic customer experience can be. We don’t just watch where AI is going. We help our customers decide on how to best leverage cutting edge AI technologies to achieve their CX goals.” said Phil Heltewig, Chief AI Officer at NiCE.
NiCE Labs is built on three reinforcing pillars that together turn AI potential into enterprise-grade CX performance:
- Research and Benchmarking: Conducts domain-specific AI research into how agents reason, learn, and operate reliably at enterprise scale, paired with a rigorous benchmarking practice that independently evaluates models, architectures, and orchestration approaches against real-world CX scenarios, ensuring principled, evidence-based decisions about what enters the NiCE platform.
- Prototyping and Incubation: Builds AI-feature prototypes inside NiCE’s Agentic Portfolio through a continuous experimentation cycle, incubating ideas that demonstrate clear enterprise value and feeding them directly into NiCE’s product roadmap to compress the time from promising concept to production-ready capability.
- AI Advocacy: Publishes research, perspectives, reference architectures, and benchmarking insights that make NiCE Labs’ AI thinking visible and useful beyond the lab, while engaging academic institutions, model providers, and the broader AI ecosystem to connect what is emerging in AI with what is practical, credible, and ready to advance enterprise CX.
Why NiCE Labs Matters Now
Enterprises are under significant pressure to deploy AI that is not merely impressive in a demo, but trustworthy, governed, and outcome-driven in production. The gap between what AI can do in a research environment and what it reliably delivers inside a complex enterprise is where most organizations struggle. NiCE Labs is purpose-built to close that gap, by doing the hard work of research, validation, benchmarking, and co-development with real enterprise customers that turns AI potential into AI performance.
NiCE Labs will release prototypes into the Agentic Portfolio on an accelerated cadence, publish reference architectures and benchmarking findings, and partner directly with customers and the broader ecosystem to translate cutting-edge AI innovation into measurable enterprise outcomes.
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.