NiCE has entered into a strategic partnership with Konecta to accelerate the global deployment of AI-powered customer experience and digital service solutions.
The collaboration centers around NiCE’s CX AI platform, CXone, alongside NiCE Cognigy’s generative and agentic AI technologies. Together, the platforms are designed to enable intelligent virtual agents, real-time AI assistance, and autonomous workflows capable of executing customer service and operational tasks across the entire customer journey.
Under the agreement, Konecta will integrate NiCE’s AI technologies into its open customer experience platform. The integration will allow the company to offer preconfigured digital agents trained for industry-specific workflows, regulatory environments, and customer interaction models.
With the help of NiCE’s orchestration and automation abilities, our vision soon is to transcend traditional chatbot use cases and unleash agentic AIs that will be able to do back-office operations on their own, support human agents and orchestrate work over multiple enterprise systems. Besides technology integration, Konecta will also apply its knowhow on business process management and customer operations to generate in advance some AI-agreed workflows satisfying the industry.
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This alliance will likely provide a way for companies to reduce the time-to-market at the same time they enhance operational uniformity and customer experience.
The collaboration is targeting to achieve numerous business benefits in the face of market challenges, with the goal to enable an accelerated rollout of AI-enabled customer service and support, boost automation of the more sophisticated operational tasks, improve customer experience with a smarter system, and drive secure IA application in accordance to regulation and compliance.
As part of the partnership, Konecta has also been named a Global Platinum Partner within the NiCE partner ecosystem. This designation provides Konecta with expanded technical resources, co-innovation opportunities, and early access to emerging agentic AI capabilities from NiCE.
Mariano Castaños Zemborain, CEO Latin America, Executive Sponsor NiCE alliance, said: “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.”
The partnership reflects the growing demand for enterprise AI solutions that can move beyond conversational automation to support autonomous decision-making and operational execution across customer service environments.
“This partnership reflects Konecta’s leadership in operationalizing AI at global scale, which is why they have earned NiCE’s Global Platinum Partner status,” said Jeff Comstock, President of CX Product & Technology at NiCE. “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.”