NiCE has released The Agentic AI CX Frontline report, delivering the first quantifiable evidence of Agentic AI being successfully deployed at scale in enterprise customer experience operations. The research reveals that organizations moving beyond traditional scripted automation to goal-driven, autonomous AI systems are achieving significant improvements in speed, cost efficiency, and customer satisfaction. According to the report, enterprises using Agentic AI are seeing up to three times faster deployment cycles, containment rates exceeding 80%, and customer satisfaction (CSAT) increases of up to 20%. These results translate into double-digit reductions in cost per contact, demonstrating that AI-first customer experience is delivering measurable business value today. The findings are based on real-world deployments across global enterprises in diverse industries, marking a shift from experimental pilots to full-scale production use. Unlike previous studies focused on theoretical models or early-stage pilots, this report offers verified benchmarks across key performance indicators, including operational efficiency and customer experience outcomes. Philipp Heltewig, Chief AI Officer at NiCE, emphasized the transformative nature of Agentic AI: “This report reflects what we’re already seeing in live environments. NiCE has deployed Agentic AI across major enterprises, supporting millions of interactions with proven gains in speed, cost, and satisfaction. The Agentic AI CX Frontline report captures this reality—moving the conversation from potential to proven results.” The report introduces a strategic framework to help organizations assess their readiness, define adoption stages, and scale Agentic AI responsibly across contact centers. It underscores that Agentic AI is not just an upgrade to chatbots but a fundamental shift in how customer experience is delivered—an autonomous, reasoning, and adaptive operating model. NiCE will also host a series of Agentic AI Masterclasses on February 12, 19, and 26, offering deeper insights into the research and practical lessons from early adopters. The report is available for download and is intended for contact center, technology, and innovation leaders looking to implement AI-first service strategies. NiCE, a global leader in AI-powered customer experience platforms, continues to drive innovation with solutions that connect people, systems, and workflows to deliver intelligent, proactive, and safe interactions at scale. Trusted by organizations in over 150 countries, NiCE’s platforms are designed to elevate performance and deliver measurable outcomes across industries. The company’s forward-looking statements, including those in this release, are based on current expectations and involve risks related to market conditions, technological change, competition, integration of new products, cybersecurity, global operations, and regulatory developments. For a full list of risk factors, readers are encouraged to review NiCE’s filings with the U.S. Securities and Exchange Commission.