NiCE and Konecta partner to scale AI-first customer experience operations through agentic AI, intelligent automation, and industry-specific digital agents.
NiCE has announced a strategic partnership with Konecta to accelerate the deployment of AI-powered customer experience solutions across global markets.
The collaboration combines NiCE’s CXone customer experience platform and NiCE Cognigy’s generative and agentic AI capabilities with Konecta’s operational expertise in customer experience and digital services.
According to the companies, the partnership is designed to help organisations move beyond traditional conversational AI systems toward agentic AI environments capable of autonomous execution across customer journeys.
As part of the agreement, Konecta will integrate NiCE’s AI technologies into its own open platform to deliver industry-specific digital agents trained around customer journeys and regulatory requirements.
The platform supports intelligent virtual agents, real-time AI assistance, back-office task automation, and workflow orchestration across enterprise systems.
According to the companies, the partnership aims to reduce deployment complexity and accelerate time-to-value through predefined workflows and ready-to-deploy AI solutions tailored to specific industries.
“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,” said Mariano Castaños Zemborain, CEO Latin America and Executive Sponsor NiCE Alliance, Konecta.
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Expanding Agentic AI Across Customer Operations
The partnership extends beyond conversational automation by enabling AI systems to autonomously execute operational tasks and coordinate workflows across customer service environments.
According to NiCE, the platform combines AI orchestration, workflow automation, and customer interaction intelligence to improve operational efficiency and service consistency.
The companies stated that the combined solution is designed to support:
- Faster deployment through industry-ready AI workflows
- Automation of high-volume and complex operational processes
- Improved service quality and customer satisfaction
- Secure and compliant AI adoption aligned with regulatory requirements
Konecta will also become a fully certified Global Platinum Partner of NiCE, gaining access to technical expertise, co-innovation support, and early access to future agentic AI capabilities.
From AI Experimentation to Operational Execution
According to NiCE, enterprises are increasingly shifting from isolated AI experimentation toward operational AI deployments that connect customer insights directly with workflow execution.
“This partnership reflects Konecta’s leadership in operationalising AI at a global scale, which is why they have earned NiCE’s Global Platinum Partner status. Together, we are helping organisations 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,” said Jeff Comstock, President of CX Product and Technology, NiCE.
The companies stated that the collaboration is designed to help organisations scale AI-powered customer engagement while improving operational agility, automation, and consistency in customer experience across global operations.
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