NiCE and Konecta Expand AI-Driven Customer Experience Through Strategic Partnership

NiCE and Konecta are partnering globally to enhance the speed of adoption for next-generation AI-first customer experience solutions driven by agentic automation. As part of the partnership agreement, Konecta has received the status of a Global Platinum Partner of NiCE. As a result of the collaboration, both companies will be able to deliver next-generation enterprise-level customer experience solutions based on artificial intelligence technologies. In the partnership, NiCE will bring its CXone Mpower solution and agentic AI technologies, while Konecta will bring its customer experience and digital service know-how.

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As per the companies, this alliance would enable the customers to interact better, help automate complex service procedures, and deliver quicker results due to real-time decisions and intelligent workflow orchestration. This strategy is indicative of the increasing demand from enterprises for scalable artificial intelligence automation platforms that can connect humans, artificial intelligence co-pilots, and autonomy to form a single platform at contact centers. It is also indicative of the bigger trend taking place in the customer experience space whereby companies are making more investments towards building agentic AI platforms that can enhance their operational efficiency and make customer experiences less cumbersome.

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