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NICE and Cognizant partner up on CX transformation initiative
Thu, 2nd Feb 2023
FYI, this story is more than a year old

NICE and Cognizant have announced the launch of a global strategic go-to-market partnership to accelerate customer experience (CX) transformation.

This partnership leverages Cognizant's deep consulting and business transformation capabilities along with NICE CXone's integrated cloud platform to accelerate customer adoption of advanced CX solutions such as digital, analytics, and conversational artificial intelligence (AI).

For both companies, this partnership will enable growth opportunities in their respective customer bases. This partnership offers a comprehensive approach to bridge the gap between consumer expectations and organisations' delivery of experiences.

According to the company, it's a step forward in transforming customer and agent experiences with a unified Contact Centre as a Service (CCaaS) suite encompassing omnichannel routing, AI, analytics, workforce optimisation (WFO) and digital self-service offerings to redefine the way organisations engage and interact with customers.

Previous collaboration between Cognizant and NICE has yielded impactful business outcomes, such as dramatically reduced answer and wait times as well as significantly accelerated platform deployments. This strategic partnership will further evolve our collaborative work.

Barry Cooper, President, CX Division, NICE, said, “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 centre and beyond. Teaming with Cognizant to leverage their Contact Centre Advisory and Transformation services will bring more rapid, compelling business outcomes to our joint customers."

Cognizant's digital customer experience experts draw on strategy and research to link data to design, systems to stories, and insights to outcomes. Cognizant's experience-led offerings span the entire customer life cycle and drive value across vertical markets. These solutions include customer and employee experience, content, and marketing services and omnichannel solutions.

Robert Vatter, Executive Vice President of Cognizant's Enterprise Platform Services, said, "We are delighted to partner with NICE and integrate its cloud native customer experience platform, CXone, AI-powered contact centre software into our offering.

"Together with NICE and our decades of expertise in the contact centre market, we are now redefining customer experience by bringing hyper-personalised and intelligent ways for enterprises to engage with their users."

With NICE, it's never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics.

Featuring the cloud native customer experience platform, CXone, NICE is a worldwide specialist in AI-powered self-service and agent-assisted CX software for the contact centre and beyond. More than 25,000 organisations in more than 150 countries, including 85 of the Fortune 100 companies, partner with NICE to transform every customer interaction.

Cognizant engineers modern businesses. The company is focused on helping clients modernise technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world.