Nice and Cognizant have announced that they will collaborate in a strategic alliance to improve digital transformation among organizations and deliver customer experience at a global level. NICE, a leader in integrated cloud services, and Cognizant, a business consulting & transformation services organization, aim to fill the gap between customer expectation and experience. This partnership between Cognizant and NICE aims to improve customer experience by providing a unified platform that includes omnichannel routing, AI, analytics, Workforce Optimization (WFO), and digital self-service offerings. The previous collaboration between the two companies has already produced positive results, such as reduced wait times and faster platform deployments. This strategic partnership will build on the previous work to bring further improvement.
The current arena of CX is continuously evolving, and it has become important for business organizations to address its significance and act towards its improvement. With the growing needs of end users, it has become imperative that CX solutions are delivered on a Cloud-native AI platform. The newly formulated strategic partnership between NICE and Cognizant is expected to drive business-to-user communication toward becoming more personalized and comprehensive, which will improve the overall customer experience. After the successful integration of NICE’s cloud-native AI platform and Cognizant’s premier consultancy services through contact centers, the end-users would experience lesser downtime, quicker resolutions to their queries, and, eventually, more customer-centric business outcomes. Hence, the end user will receive a seamless, effective, and customized experience for themselves.
NICE is a customer experience management organization that helps organizations to understand and act upon their customer’s expectations with the help of its CXone platform and other assorted digital transformation services with the help of its AI, data analytics, and domain expertise.
Cognizant, a multinational technology and consultancy organization, is focused on delivering IT consulting and business process outsourcing services for its clients across different sectors like banking and finance, healthcare services, product manufacturing, media, and promotional services.
Abhinav Das, Analyst, Quadrant Knowledge Solutions.