The combination of Nice’s cloud-native CX platform and Cognizant’s consulting and business transformation capabilities will aid companies in their use of digital, analytics and conversational artificial intelligence (AI), the companies said in a Monday (Jan. 30) press release.
“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,” Nice President of CX Division Barry Cooper said in the release. “Teaming with Cognizant to leverage their Contact Center Advisory and Transformation services will bring more rapid, compelling business outcomes to our joint customers.”
Call center experiences are getting a refresh. As PYMNTS reported in April, they are bringing a more human touch to bear even though more automation is involved than ever.
The customer service segment is embracing AI with all speed as major players make improvements to interactive voice recognition. For example, Google said at the time that its Contact Center AI platform enables companies to offer consistent experiences across customer interactions with virtual agents, human agents or a combination of both.
PYMNTS research has found that the quality of consumers’ interactions with customer service representatives can make or break their relationships with companies.
It also found that while digital contact methods have grown in popularity — especially with younger consumers — the telephone remains a staple of customer service contact, according to “Consumer Authentication Experiences: How to Achieve Friction-Free Customer Care,” a PYMNTS and Pindrop collaboration.
The new global partnership of Nice and Cognizant creates a unified Contact-Center-as-a-Service (CCaaS) suite that includes omnichannel routing, AI, analytics, work force optimization (WFO) and digital self-service offerings, according to the press release.
“We are delighted to partner with Nice and integrate their cloud native customer experience platform, CXone, AI-powered contact center software into our offering,” Cognizant Executive Vice President of Enterprise Platform Services Robert Vatter said in the release. “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.”