NICE Secures Record CX AI Deals with UK Tax Authority and US Healthcare Provider

NICE announced its largest-ever CXone and Cognigy contract with HM Revenue & Customs, the UK tax authority, valued at a nine‑digit total contract value and an eight‑digit annual value. The deal, executed with Capgemini, aims to modernize citizen engagement through a unified AI platform.

In parallel, NICE signed an eight‑digit annual‑value agreement with a major US healthcare organization, deploying CXone and Cognigy with Accenture’s support to enhance patient engagement. CEO Scott Russell noted that while customers are eager to adopt AI, many are still preparing data, governance and operating models before scaling. He emphasized that most of NICE’s AI revenue now comes from production deployments rather than pilots, highlighting a shift toward fully operational AI‑enabled customer experience solutions.