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What NiCE’s $670M HMRC Deal Really Tells Us About Enterprise CCaaS

Beyond the headline figure, HMRC's CCaaS contract exposes how enterprise procurement actually works – and who gets left out

When a contract covers a government department of HMRC’s scale, where failure will end up in front of a parliamentary committee, procurement teams want evidence that a vendor has operated at that level before.

11 May 2026

NiCE’s work with the Department for Work and Pensions (40,000 seats, 2025) and a $578 million deployment for Services Australia in 2024 – the largest contact center in the Southern Hemisphere – provided exactly that.

The Eight-Year Question

If there’s a detail in this deal that deserves more attention than it’s received, it’s the contract length: eight years, running from May 2026 to May 2034, with an option to extend by two further years.

As Pleasant quips, “eight years is like 80 years these days. It is a long time with the way technology is changing so quickly.”

And yet the rationale holds up. A deployment of this complexity isn’t something you rip out and replace every few years.

The global CCaaS market is projected to grow from $8.33 billion in 2026 to $30.15 billion by 2034, according to Fortune Business Insights.

NiCE’s September 2025 acquisition of Cognigy added a conversational AI agent layer that directly addresses the contract’s scope for ongoing innovation and future capability development.

There’s a customer experience angle to the eight-year commitment that may get overlooked when the analysis focuses on vendor strategy.

According to Pleasant, “customers don’t want things changing on them all the time. Going to a new vendor would change things a lot. Stability for both HMRC and its customers is really important.”

What the Market Should Take from This

Taken on its own, the HMRC deal is a significant contract win for NiCE. Taken alongside the DWP and Services Australia deployments – all secured within the past two years – it looks more like a deliberate accumulation of proof points in the government and regulated enterprise segment, the kind that makes each subsequent win progressively easier to secure.

Some bits from a long article.

https://www.cxtoday.com/contact-center/enterprise-ccaas-procurement-nice-hmrc-deal/

PCI Pal provides a true omnichannel solution so payments can be managed securely via telephone, IVR or across any digital channel, including Webchat, Whatsapp, Social Media

https://uk.linkedin.com/company/pci-pal

...........

April 30 2026

WhatsApp Is Becoming a Contact Center – Meta’s Numbers Prove It

Meta has reported that weekly conversations between people and business AIs on WhatsApp and Messenger surpassed 10 million, up from just 1 million at the start of the year. A tenfold increase in a single quarter.

Announced during the company’s Q1 2026 earnings call, the expansion has already reached SMBs across Latin America, Indonesia, and Asia Pacific, with further global rollout planned for Q2.

Just weeks ago, we covered how Meta was harvesting employee keystrokes to train its AI agents. Now, the company has offered the clearest indication yet of what those agents look like in deployment.

Announced during the company’s Q1 2026 earnings call, the expansion has already reached SMBs across Latin America,

Susan Li, Meta’s Chief Financial Officer, confirmed the scale of the progress during the call:

“We now have more than 10 million conversations each week being facilitated through business AIs, up from 1 million at the start of the year.”

“We will further expand access to more countries this quarter while adding more capabilities to the AIs.”

For CX leaders, the significance here is less about the geography and more about the pace. A 10x increase in 90 days points to a channel finding real traction with real businesses.

Much of the industry’s attention on AI in customer service has been trained on voice AI, virtual agents, and CCaaS platform updates.

Meanwhile, Meta has been building out its messaging infrastructure on a parallel track, and the Q1 figures suggest that track is moving faster than many in the industry have accounted for.

WhatsApp has long been discussed as a high-potential customer service channel, particularly in markets where it dominates mobile communication.

Indeed, around 68% of WhatsApp users believe it’s the most convenient way to engage with brands.

More here

https://www.cxtoday.com/contact-center/meta-whatsapp-business-ai-customer-service/

Interesting "growing legal function"

....

Legal Counsel

The opportunity:

PCI Pal is seeking a commercially minded Legal Counsel to join our growing legal function. . We operate in a fast-scaling, regulated SaaS environment where legal plays a critical role in enabling growth while managing risk.

Reporting to the General Counsel, this role will partner with the business across a broad range of legal and regulatory matters. The successful candidate will work closely with Sales and Partnerships to enable revenue growth, driving efficient contract execution, reducing deal friction, and balancing risk with commercial outcomes in a high-growth SaaS environment. The role also involves collaborating cross-functionally with Product, Compliance, HR, Finance and other teams to deliver clear, pragmatic and commercially focused legal advice.

This is an excellent opportunity for a 4-6 PQE lawyer who enjoys working in a fast-paced technology environment and wants exposure to a wide range of in-house legal work.

Reviewing, drafting and negotiating a wide range of commercial agreements, including customer contracts, partner agreements, NDAs, and supplier agreements.

Supporting the sales and partnerships teams during contract negotiations and renewals, driving efficient deal turnaround times.

Conducting legal and regulatory research relating to areas such as data protection, payments, PCI DSS, telecommunications, and other compliance obligations relevant to the business.

Providing practical legal advice to internal stakeholders including Sales, Product, HR, Finance and Information Security teams.

Supporting the General Counsel with corporate and governance matters, including board materials, policies, and internal compliance initiatives.

Driving legal operations improvements including contract automation, template standardisation, and workflow optimisation which will ultimately improve contract cycle times.

Supporting legal aspects of product development and new feature launches, ensuring regulatory considerations are identified early.

Liaising with external legal counsel where required, including in respect of corporate matters.

Assisting with broader legal projects as the business grows, including international expansion and regulatory developments.

More here

https://uk.linkedin.com/jobs/view/legal-counsel-at-pci-pal-4408249643

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Much more detailed release for other's, but not for the Brothers.

PCI Pal Strengthens Healthcare Ecosystem Support with HIPAA-Aligned Security Framework

CHARLOTTE, N.C.--(BUSINESS WIRE)--PCI Pal® (LON: PCIP), the global provider of secure cloud payment solutions, has reinforced its support for the healthcare sector with alignment to HIPAA requirements, further extending a security framework already trusted by organizations operating in highly regulated environments.

As healthcare organizations continue to evolve their digital strategies, the focus is shifting from individual compliance checkpoints to consistent, end-to-end assurance across interconnected systems.

Rather than a standalone milestone, adherence to HIPAA requirements builds on PCI Pal’s established, enterprise-grade security architecture, underpinned by SOC 2 Type II and HITRUST assurance, and brings additional alignment to the specific requirements of healthcare ecosystems.

In practice, this is about more than meeting a regulatory standard. As healthcare organizations modernize patient engagement, the challenge is no longer just securing individual systems, but ensuring sensitive data remains protected as it moves across increasingly complex, integrated environments.

From contact centers and digital channels to conversational AI and electronic health record (EHR) platforms, patient interactions today span multiple technologies, each introducing potential risk. PCI Pal’s platform is designed to secure these engagements end-to-end, enabling compliant payment experiences to be embedded directly within real-world clinical and administrative workflows.

This is particularly important as payments and patient data converge. While many organizations assume compliance across their technology stack, gaps can often emerge at integration points, especially where payment processes intersect with systems handling protected health information (PHI). PCI Pal addresses this challenge directly, providing a secure layer that ensures sensitive data is handled appropriately across the entire interaction journey.

For partners, the impact is immediate. Healthcare remains a high growth but complex vertical, where compliance requirements can slow adoption and extend sales cycles. PCI Pal’s HIPAA-aligned approach gives partners the confidence to deploy integrated solutions into healthcare environments more efficiently, reducing friction in procurement and enabling expansion into compliance-sensitive use cases.

More here.

https://www.businesswire.com/news/home/20260414963687/en/PCI-Pal-Strengthens-Healthcare-Ecosystem-Support-with-HIPAA-Aligned-Security-Framework

NiCE CXone Integration with Epic Brings Patient Engagement

13 April 2026 Contact- Centres

NiCE CXone Integration with Epic Brings Patient Engagement and Context into One Workspace

New integration unifies communications and data in a single, AI-powered interface within Epic, enabling more connected, personalised, and efficient experiences

NiCE have announced a new native integration between its CX AI platform, CXone, and Epic EHR. This integration brings records and communications together into a single AI-powered interface within Epic, empowering healthcare providers to deliver more connected, efficient, and personalized patient experiences.

Smarter, Seamless Engagement with Epic

Until now, many providers relied on third-party integrations that offered limited functionality. With NiCE’s direct connection, CXone is now officially listed on Epic Showroom under their ‘Toolbox’ integrations, offering healthcare organisations new opportunities to modernize engagement. The integration delivers:

Omnichannel Engagement – Patient interactions across voice, chat, SMS, WhatsApp, and social channels are all handled seamlessly.

AI-Powered Agent Support – With CXone Copilot and AutoSummary, agents receive contextual guidance, streamlined workflows, and automated summaries.

Compliance-Ready Workflows – Facilitates workflows to support HIPAA compliance with secure call recording and transcription

Together, these capabilities simplify agent workflows, reduce administrative burden, and create faster, more personalised patient experiences — benefits that translate into measurable improvements in both staff productivity and patient satisfaction.

Jeff Comstock, President of CX Product & Technology at NiCE, said,

“Our integration with Epic EHR puts AI-driven engagement tools directly into the system that providers use every day,”

“This ensures contact centre agents can focus on meaningful patient conversations, ultimately improving both patient outcomes and staff experience.”

https://contact-centres.com/nice-cxone-integration-with-epic-brings-patient-engagement/

.....

Reminder NiCE February 2026 release

New Strategic Partner: PCI Pal

PCI Pal brings industry-leading PCI DSS-compliant payment solutions to CXone. This partnership enables organizations to process payments securely across voice, digital, and automated channels. PCI Pal’s solutions let contact centers collect sensitive payment data without exposing agents, recordings, or internal systems to PCI scope. This ensures compliance and enhances customer trust.

https://help.nicecxone.com/Content/releasenotes/release.htm#:~:text=New%20Strategic%20Partner:%20PCI%20Pal.%20PCI%20Pal,industry%2Dleading%20PCI%20DSS%2Dcompliant%20payment%20solutions%20to%20CXone.

.....

Monday, 30 March 2026 18:45

NiCE Bets Big on Australia as Agentic AI Rewires the Contact Centre

Nigel Lindsay-Smith has been in the job for a few weeks. He's already opened a new Sydney headquarters, he's still hiring, and he wants to talk about why Australian enterprises should rethink their AI contact centre tools.

The new Managing Director of NiCE Australia and New Zealand sat down with iTWire to walk through what's happening on the ground as NiCE (NASDAQ: NiCE), the 40-year-old customer experience giant, pushes its agentic AI strategy hard into the ANZ market.

His message is direct: the old IVR "press 1 for sales, press 2 for service" model is dying. And the company that just spent US$955 million acquiring Cognigy thinks it has the replacement.

The Cognigy play

The centrepiece of NiCE's current strategy is Cognigy, the German-born agentic AI platform it acquired in September 2025 for US$955 million. Lindsay-Smith describes it as an orchestration layer that sits across multiple LLMs, multiple AI vendors, and (critically) multiple contact centre solutions. You're not locked in.

"What could have taken weeks before can actually be developed and deployed in days. And that's the really exciting thing for organisations." - Nigel Lindsay-Smith, Managing Director, NiCE ANZ.

That speed matters. Lindsay-Smith says the traditional approach to AI automation in contact centres involved complex development sprints, long UAT cycles, and months before production. Cognigy compresses that timeline dramatically.

And the platform's credentials aren't theoretical. Lufthansa Group handles around 16 million AI-powered conversations annually through Cognigy, with peak days hitting 375,000 interactions. Lindsay-Smith mentioned the airline can process roughly 40,000 simultaneous conversations during major disruptions like flight cancellations.

Allianz, Generali, and BT's Openreach are also on the client roster.

At NiCE's Nexus 2026 Global CX AI Summit, the company announced 5 new Cognigy capabilities: Automation Opportunity Discovery (which turns interaction data into deployable AI agents), embedded multivariate testing, multimodal hybrid journeys, advanced conversation analytics, and expanded MCP integration.

Philipp Heltewig, Cognigy's co-founder and now NiCE's Chief AI Officer, put it bluntly: "Agentic AI is becoming the operating layer of the enterprise."

More here

https://itwire.com/business-it-news/data/nice-bets-big-on-australia-as-agentic-ai-rewires-the-contact-centre.html

....

From the F/Y Results

9 Sept 25

"We have already established reseller partner agreements and built integrations to a number of the leading voice and chat bot vendors (including Cognigy and PolyAI), and have customers live across both voice and chat bot scenarios."

24th, 25th & 26th March 2026

Paris Porte de Versailles Pavillon 4

Conferences & workshops organized by PCI P 25 March 2026

Payment Security in France: Driving Trust and a Better Client Experience Through Ecosystem Collaboration

As digital payments continue to evolve rapidly, transaction security can no longer rely solely on regulatory compliance. In France, the payments ecosystem has developed within a robust regulatory framework — including PSD2, Strong Customer Authentication (SCA), and PCI DSS — while facing constantly evolving threats such as online fraud, social engineering scams, and new risks associated with instant payments.

This conference session will provide insights into the evolution of the payment security landscape in France, drawing on recent findings from the Observatoire de la Sécurité des Moyens de Paiement (OSMP). It will also explore ongoing transformations within the European ecosystem, including the emergence of new payment solutions such as Wero and the growing adoption of instant payments.

https://www.all4customer-paris.com/en/conference/71813/pci-pal

........

Payments Partner Wero

https://www.pcipal.com/why-pci-pal/partner-eco-system/

.......

Worldpay, Now Global Payments, Joins European Payments Initiative (EPI) to Enable Wero Payments for Merchants

Payments 24.03.2026

Wero is a pan-European, mobile-first, account-to-account payment solution that enables real-time transfers using phone numbers, QR codes, or in-app flows – all built on the SEPA Instant Credit Transfer rails. Since its launch in mid-2024 in Germany, France and Belgium, Wero has helped over 52 million consumers streamline their everyday payments while offering a sovereign European alternative. Initially focused on peer-to-peer transactions, Wero is progressively rolling out support for online retail transactions throughout 2026, allowing both consumers and merchants across Europe to benefit from a competitive alternative to international payment solutions.

This European-native solution is an exciting development for merchants and consumers in the EU and Global Payments is proud to support its widespread adoption. The news comes at a time when global Account-to-Account (A2A) payment volume is forecasted to be nearly $3.8 trillion by 2030.

Full article here

https://financialit.net/news/payments/worldpay-now-global-payments-joins-european-payments-initiative-epi-enable-wero

Alessandro Dalla Volta, MPhys

PCI Pal•2K followers

6h

Back from Enterprise Connect in Las Vegas! A few reflections while everything is still fresh. What stood out this year wasn’t just the pace of innovation, but the direction of travel. AI is no longer a layer on top. It’s becoming the operating system of customer interaction. Across CCaaS platforms, voice, and digital channels, the conversation is shifting from augmentation to orchestration.

A few themes that stuck with me:

🔹 AI-native experiences are redefining the journey

Not just handling queries, but shaping outcomes. Routing, resolving, and even influencing customer decisions in real time.

🔹 Voice is having a quiet resurgence

With advances in speech recognition and generative AI, voice is becoming more natural, more scalable, and more powerful. Especially in high-value interactions.

🔹 Trust is becoming the new architecture of the contact center

What used to be a payment problem is now a full journey problem. Fraud starts earlier, and security needs to travel with the interaction across channels and touchpoints.

This is where the idea of a Contact Center Trust Stack really resonates:

Identity → Authentication → Trust & Fraud Signals → Secure Payments

🔹 From payments to secure engagement platforms

At PCI Pal, this reinforces the transformation we’re driving. Moving from secure payments into a secure customer engagement platform, embedding trust, compliance, and intelligence across the entire customer journey.

🔹 Ecosystems are everything

No single platform can do it all. The winners will be those who integrate seamlessly across partners, channels, and capabilities.

🤝 On a personal note, it was fantastic to spend time with partners like Zoom, RingCentral, and 8x8. This is where a lot of the real innovation is happening.

🚀 And great to see the evolution of the Salesforce Contact Center. A strong signal of how deeply AI, CRM, and customer engagement are converging.

My biggest takeaway:

We’re moving from contact centers to intelligent, trust-led engagement platforms. And that shift is happening faster than most organisations are ready for.

Curious to hear what were your key takeaways from Enterprise Connect this year?

https://www.linkedin.com/posts/adv80_enterpriseconnect-ccaas-ai-activity-7442210737466327041-6r9p

Treasury & Pension Accounting Inter

Co-operators Group Limited

Location

Guelph, Ontario, Canada

Posted

18 Mar 2026

Job Details

Company: CGL

Department: Finance - CGL

Position Title: Co-op Student

Reports To: Manager, Pension/Treasury/Shareholder Services

Employment Type: Co-op Student

Work Model: Hybrid

Language: This role operates in English

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society, and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people who care passionately about you, our clients, and our communities.

Our national Finance team aspires to create, enhance, and protect value for our organization and its stakeholders. Our knowledgeable team educates and influences the organization to make well-informed, risk-based decisions. We think innovatively and strategically to solve business problems and strive to move our business forward with practical, integrated processes and tools that ensure organizational success.

As a Co-op Student, you will be responsible for supporting various projects and supporting team members during vacations. This will include online banking administration and updating pension and cash projection working papers. The Co-op Student will be a contributor to the department through excellent spreadsheet skills, communication abilities and project-participation.

How you will create impact:

• Support various ongoing projects

Credit Card Transition

Target Date Funds

PCI Pal

https://jobs.accaglobal.com/job/13791646/treasury-and-pension-accounting-intern/

.....

About us

As a leading Canadian financial services co-operative, Co-operators offers multi-line insurance and wealth products, services, and advice to build financial strength and security. With over $56 billion in assets under management, we provide financial solutions and security through property and casualty (P&C) insurance, life insurance, wealth management, institutional asset management and brokerage operations.

https://ca.linkedin.com/company/co-operators

Example here of what it means to sign a large Telco Partner.

BT Wholesale Chooses Semafone to Offer Secure Payment Solution

7 March 2018 Contact- Centres

Semafone has been selected to provide its secure payment technology to BT Wholesale’s extensive reseller network. The partnership will broaden BT Wholesale’s Hosted Communication Services portfolio to include Semafone’s market-leading contact centre PCI DSS compliance solution – Cardprotect, which also helps to address compliance for the incoming European General Data Protection Regulation (EU GPDR).

Semafone’s Secure Payments product will be delivered as an extension to BT’s Wholesale SIPT offering (session-initiated protocol trunking), which provides telephony services over an internet connection, and enables media streaming, web conferencing and desktop sharing among other features. Secure Payments is also available as a feature of BT Wholesale’s Avaya Cloud Service. The product will allow BT’s resellers to provide their customers with the ability to take payments securely via the telephone and achieve compliance with the Payment Card Industry Data Security Standard (PCI DSS); a regulation which governs the way in which organisations handle payment card data.

Semafone CEO Tim Critchley said:

“Delivering our market-leading solution as part of BT’s hosted communications portfolio gives us a huge opportunity to reach a much wider customer-base. By integrating with the SIPT offering, BT Wholesale’s extensive network of resellers can now give their customers the confidence that contact centre telephone payments are safe, secure and PCI DSS compliant.”

Semafone’s patented payment method uses dual tone multi-frequency (DTMF) masking, which lets callers type their payment card numbers directly into the telephone keypad. This technology blocks out the card details as they’re entered, meaning that contact centre agents cannot see or hear the numbers while transactions are being conducted. This allows agents to remain in full voice communication with the customer throughout the call duration, providing a better customer experience.

Business telecommunications services provider Immervox will be one of the first resellers to deliver Secure Payments through BT Wholesale’s Hosted Communications offering

https://contact-centres.com/bt-wholesale-chooses-semafone-to-offer-secure-payment-solution/

Stripe

March 3 2026

Last year, we launched Shared Payment Tokens (SPTs), a payment primitive for agentic commerce that lets agents initiate payments with a customer’s permission and preferred payment method, without exposing the underlying credentials. We’ve seen widespread adoption of SPTs by leading businesses such as Etsy and URBN (including Anthropologie, Free People, and Urban Outfitters). Since then, sellers have asked us for access to more of the most popular payment methods for agentic transactions.

To that end, we’re expanding SPT support to enable broader access to network-led agentic payment capabilities, including Mastercard Agent Pay and Visa Intelligent Commerce, as well as buy now, pay later (BNPL) methods such as Affirm and Klarna. This makes Stripe the first and only provider that supports both agentic network tokens and BNPL tokens in agentic commerce through a single primitive. These capabilities are already rolling out: Stripe is using agentic network tokens to process transactions across supported AI agents.

Accept Affirm and Klarna payments

BNPL methods, which allow customers to finance purchases and pay them back in fixed installments, were little-known less than a decade ago. Today, they account for over $300 billion in transactions worldwide. Businesses on Stripe can see up to a 14% increase in revenue on BNPL-eligible sessions, driven by increased conversion and higher average order values.

We’re now bringing this value to agentic transactions by adding SPT support for Affirm and Klarna. This allows agents to present flexible payment options on behalf of customers, helping increase checkout conversion rates. And just like with agentic network tokens, sellers already processing payments with Stripe get access to BNPLs in agentic flows.

Here’s how it works: when a customer selects a BNPL option, Stripe surfaces the BNPL confirmation page on the agent’s UI and passes the seller’s credentials to the BNPL provider. This means the customer experience is unchanged while Stripe manages the complexity behind the scenes.

Looking ahead

Looking ahead, we plan to expand SPT support to more payment methods, making agentic payments accessible to more customers. And to learn more about how we’re expanding our agentic commerce solutions

More here

https://stripe.com/blog/supporting-additional-payment-methods-for-agentic-commerce

.......

Oct 13, 2020

PCI Pal® Announces Strategic Alliance with Stripe to Rapidly Deploy Payment Security Deployments

https://www.businesswire.com/news/home/20201013005143/en/PCI-Pal-Announces-Strategic-Alliance-with-Stripe-to-Rapidly-Deploy-Payment-Security-Deployments

....

Starting Your PCI Compliance Journey Ebook

Defining Tokenization

Page 26

https://www.pcipal.com/knowledge-center/resource/starting-your-pci-compliance-journey/

Mar 10, 2026 9:02 AM Eastern Daylight Time

PCI Pal Advances AI-Driven Customer Engagement with Secure Payment Experiences for Zoom Virtual Agent

PCI Pal Advances AI-Driven Customer Engagement with Secure Payment Experiences for Zoom Virtual Agent

Embedded secure payments designed to enable seamless AI-powered interactions without increasing compliance scope

CHARLOTTE, N.C.--(BUSINESS WIRE)--PCI Pal® (LON: PCIP), a global provider of secure payment and customer interaction solutions, today announced an expansion of its strategic relationship with Zoom Communications, Inc. (NASDAQ: ZM), with an agreement to accelerate support for Zoom Virtual Agent (ZVA). The planned integration will embed PCI Pal’s secure payment technology directly into Zoom’s advanced virtual agent, enabling seamless, secure customer interactions within AI-driven workflows.

Zoom Virtual Agent introduces expanded AI capabilities designed to resolve customer issues end to end, seamlessly hand off to human agents when needed, and help enterprises shift from transactional service interactions to more connected customer relationships. With 43% of consumers reporting that chatbots fail to resolve their issues, ZVA aims to close that gap by orchestrating multi-step workflows across systems, continuously learning from human resolutions, and providing full transparency into every agentic action.

As organizations rapidly adopt AI-powered virtual agents to meet growing demand for efficient, always-on support across voice and digital channels, security and compliance remain critical considerations. The planned embedded secure payment capability will enable customers to complete transactions within the same virtual interaction, eliminating the need for channel switching or agent intervention while maintaining rigorous security standards.

Organizations of all sizes are adopting virtual agent solutions at a rapid pace. PCI Pal’s upcoming embedded secure payment capability for Zoom Virtual Agent enables organizations to expand ZVA deployments confidently, reducing compliance complexity and audit burden.

PCI Pal’s technology will be integrated directly into ZVA workflows to facilitate secure payment interactions while helping prevent sensitive payment data from entering the organization’s environment. This approach is designed to help reduce PCI DSS audit scope, risk exposure, and ongoing compliance effort, enabling Zoom customers to scale automation initiatives without significantly increasing regulatory complexity. The solution is being developed to support the transaction volumes and operational needs of global enterprises while maintaining deployment simplicity for mid-market and growing organizations.

More here

https://www.businesswire.com/news/home/20260310699847/en/PCI-Pal-Advances-AI-Driven-Customer-Engagement-with-Secure-Payment-Experiences-for-Zoom-Virtual-Agent

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