NiCE has announced a strategic partnership with global CX and digital services leader Konecta.
The collaboration aims to accelerate the deployment of AI-first solutions, leveraging agentic AI to drive operational scale across international markets.
The partnership centers on the integration of NiCE’s CXone—a market-leading Contact Center as a Service (CCaaS) platform—alongside NiCE Cognigy’s generative and agentic AI technology. By combining these powerhouses, the duo intends to move beyond traditional insights, delivering intelligent virtual agents capable of autonomous, action-oriented execution throughout the customer journey.
From Conversational Bots to Agentic AI
As part of the agreement, Konecta will embed NiCE’s technology into its own open platform. This move allows Konecta to offer out-of-the-box digital agents that are pre-trained on specific industry regulations and customer journey maps.
Crucially, the partnership signals a shift from standard conversational bots to agentic AI. These advanced systems can autonomously execute back-office tasks, provide real-time support to human agents, and coordinate across various systems to streamline complex workflows.
Konecta will utilize its deep knowledge of business processes to design predefined AI interactions tailored to specific vertical needs.
Achieving Global Platinum Status
The announcement also marks Konecta’s elevation to a Global Platinum Partner of NiCE. This top-tier status grants Konecta early access to emerging agentic AI capabilities, co-innovation support, and the highest level of technical expertise from NiCE.
Mariano Castaños Zemborain, CEO Latin America at Konecta, highlighted the transformative potential of the deal:
“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.”
Moving from Experimentation to Execution
For NiCE, the partnership represents a significant step in operationalizing AI for the enterprise. By utilizing Konecta’s massive global footprint—which spans 28 countries and 109,000 employees—NiCE can push its agentic AI capabilities into the heart of global business operations.
Jeff Comstock, President of CX Product & Technology at NiCE, commented on the synergy between the two firms:
“This partnership reflects Konecta’s leadership in operationalizing AI at global scale, which is why they have earned NiCE’s Global Platinum Partner status. 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.”
As the CX industry continues to pivot toward autonomous solutions, the NiCE and Konecta alliance positions both companies at the forefront of the agentic wave, promising a future where AI doesn’t just talk to customers—it works for them.