NICE, Cognizant Team Up to Transform Digital Customer Experience

NICE and Cognizant have launched a global go-to-market partnership that aims to accelerate customer experience (CX) transformation.

The businesses will leverage Cognizant’s consulting and business transformation capabilities along with NICE CXone’s integrated cloud platform. This allows the firms to accelerate customer adoption of advanced CX solutions. These include digital, analytics and conversational AI. For both companies, this partnership will enable growth opportunities in their respective customer bases.

NICE’s Barry Cooper

Barry Cooper is president, CX Division, at NICE.

“Teaming with Cognizant to leverage their contact center advisory and transformation services will bring more rapid, compelling business outcomes to our joint customers,” Cooper said.

The partnership advances customer and agent experiences. Customers have access to unified CCaaS suite encompassing omnichannel routing, AI, analytics, WFO and digital self-service offerings. It will redefine the way organizations engage and interact with customers, the companies said. Previous collaboration between Cognizant and NICE yielded impactful business outcomes. For instance, they reduced answer and wait times as well as accelerated platform deployments.

Cognizant’s Robert Vatter

Robert Vatter is executive vice president of Cognizant’s enterprise platform services.

“We are delighted to partner with NICE and integrate their cloud-native customer experience platform, CXone, AI-powered contact center software into our offering,” Vatter said. “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.”