NiCE Establishes 'NiCE Labs', an AI Innovation Lab to Pioneer the Future of Agentic Customer Experience

[HOBOKEN, N.J., June 9, 2026] NiCE (Nasdaq: NICE), a global leader in AI-powered CX platforms, announced today the establishment of 'NiCE Labs', an AI innovation laboratory dedicated to advancing research, benchmarking, and rapid prototyping at the forefront of agentic Customer Experience (CX).

NiCE Labs serves as the incubation and innovation engine for NiCE. It consolidates the company's advanced AI expertise and works closely with customers and partners to apply state-of-the-art AI research directly to real-world enterprise CX challenges.

Philipp Heltewig, Chief AI Officer at NiCE, commented: "While the speed of AI evolution is remarkable, high-level AI capabilities and enterprise CX excellence are fundamentally different things. NiCE Labs is our effort to close that gap. We are concentrating our deep expertise, disciplined research, and rapid prototyping culture on a single goal: keeping NiCE and the enterprises we serve at the cutting edge of agentic CX."

NiCE Labs is built upon three reinforcing pillars:

- Research and Benchmarking: Advancing industry-specific research on how AI agents reason and function reliably at enterprise scale, including rigorous evaluation of models and orchestration methods. - Prototyping and Incubation: Accelerating the development of AI-driven prototypes within NiCE’s agentic portfolio through continuous experimentation cycles. - AI Insight Dissemination: Sharing findings, reference architectures, and benchmarking insights while collaborating with the broader AI ecosystem.

NiCE Labs was established to address the strong pressure enterprises face to deploy AI that not only performs well in demos but is reliable, governed, and outcome-oriented in production environments.