NICE and Cognizant Join Forces to Transform Digital Customer Experience

NICE has partnered with Cognizant to speed up the customer experience (CX) transformation of companies' customer bases. By combining Cognizant’s consulting and business transformation capabilities with NICE CXone’s integrated cloud platform, the two companies aim to accelerate the adoption of CX solutions such as digital, analytics, and conversational AI.

The collaboration aims to align customer expectations with companies' experience delivery. It aims to revolutionize the customer and agent experience by offering a comprehensive CCaaS suite that includes omnichannel routing, AI, analytics, WFO, and digital self-service options. Cognizant and NICE have already successfully partnered in the past, bringing forth improvements such as drastically reduced answer and wait times as well as accelerated platform implementation.

“As the CX landscape continues to demand a more consolidated collection of solutions built on a scalable cloud-native AI platform, NICE CXone emerges as a clear leader for digital transformation of the contact center and beyond. Teaming with Cognizant to leverage their Contact Center Advisory and Transformation services will bring more rapid, compelling business outcomes to our joint customers,” said Barry Cooper, President, CX Division, NICE.

Cognizant's experts in digital customer experience use their strategy and research knowledge to connect data with design, integrate systems and narratives, and translate insights into tangible results. The company's offerings are aimed at enhancing the customer experience throughout its journey, delivering value to a variety of industries. These services include experiences for customers and employees, content and marketing, and omnichannel solutions.

“We are delighted to partner with NICE and integrate their Cloud Native Customer Experience Platform, CXone, AI-powered contact center software into our offering. Together with NICE and our decades of expertise in the contact center market, we are now redefining customer experience by bringing hyper-personalized and intelligent ways for enterprises to engage with their users,” said Robert Vatter, Executive Vice President of Cognizant’s Enterprise Platform Services.

Meanwhile, NICE has recently announced the integration of CXone Expert with OpenAI's ChatGPT technology.