NiCE and Konecta have announced a global strategic partnership to scale an AI-First Customer Experience for organizations through agentic automation. This collaboration leverages NiCE Cognigy’s generative and agentic AI technology within the CXone platform. The agreement names Konecta as a fully certified Global Platinum Partner of NiCE. This designation provides Konecta with the highest level of technical expertise and co-innovation support. The partnership aims to move beyond simple insights to autonomous, action-oriented execution.
The initiative integrates these AI capabilities into Konecta’s open platform. Industry experts train these digital agents on industry-specific regulatory requirements and unique customer journeys. By using advanced orchestration, the system evolves beyond traditional conversational bots. The new agentic AI can autonomously execute back-office tasks and coordinate across different systems. This helps streamline complex operations while supporting human agents in real-time.
Operational Scale and Industry-Ready AI
This partnership helps organizations transition from exploring AI to implementing it. As it is well-informed about processes, Konecta creates predefined workflows suitable for all types of industries. This is accomplished through the use of tried-and-tested standard solutions that deliver quick deployment. Organizations are able to run their operations effectively without compromising their safety and regulatory compliance when embracing AI.
“By combining NiCE’s market-leading CCaaS platform and its powerful generative and agentic AI with Konecta’s global operational scale and deep industry expertise, we are creating a new standard for customer experience transformation. Our ability to predefine processes and deploy industry-specific AI at scale enables our clients to achieve faster time-to-value, with more secure, efficient, and impactful outcomes,” said Mariano Castaños Zemborain, CEO of Latin America and Executive Sponsor of the NiCE alliance at Konecta.
“This partnership reflects Konecta’s leadership in operationalizing AI at a global scale, which is why they have earned NiCE’s Global Platinum Partner status. Together, we are helping organizations move from AI experimentation to execution by connecting real-time insight to action through agentic AI. The result is faster resolution, lower cost to serve, and more consistent, intelligent customer experiences across every interaction,” said Jeff Comstock, President of CX Product & Technology at NiCE.
The collaboration gives Konecta early access to emerging agentic AI capabilities from NiCE. This ensures a more robust AI-First Customer Experience for global brands. Clients will benefit from faster resolutions and lower costs to serve. This partnership represents a significant milestone in the evolution of the CX industry. Both companies remain committed to delivering an AI-First Customer Experience through intelligent and integrated service solutions.
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News Source: Businesswire.com
