CogniCor partners with NICE inContact CXone

NEW DELHI: Barcelona-headquartered CogniCor Technologies said that it has partnered with NICE inContact CXone, a Unified Cloud Platform delivering cloud omni-channel routing, workforce optimisation (WFO), analytics, and artificial intelligence (AI).

As part of this association, CogniCor’s products will be available on CXexchange, a centralised, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

CogniCor’s award-winning virtual assistant, an artificial intelligence (AI)-powered, fully-automated response agent or chatbot will enhance CXone’s AI capabilities. In addition, NICE inContact customers looking to automate customer inquiries with the latest chatbot technology will benefit from its cognitive deep learning platform for virtual assistance.

NICE inContact CXone empowers organisations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organisations of all sizes, CXone combines best-in-class omni-channel routing, workforce optimisation, analytics, automation, and artificial intelligence—all on an Open Cloud Foundation.

CogniCor’s automated platform engages with customers, understands their queries, the full intent of their questions as well as the context of the inquiry, in order to respond quickly with personalised, relevant answers. The platform will be available 24x7 to customers, answering queries related to all products and services, receiving and resolving user complaints and helping users purchase products and services through a conversational channel, much like talking to a customer care agent.

Commenting on the announcement, Dr. Sindhu Joseph, CEO, CogniCor said, “We are excited about this partnership with NICE inContact and being part of CXexchange and its vast possibilities for CogniCor. Our technology will integrate with CXone to help customers with automated relevant responses and 24x7 engagement. Our AI platform, which has been deployed by several leading brands and has been built on our proprietary cognitive deep learning stack, is a genuine differentiator in the market. This partnership significantly amplifies our presence in North America and Europe by supporting NICE inContact clients through their customer support and engagement journey.”

Paul Jarman, CEO, inContact commented, “Having an innovative product and partner in CogniCor enhances CXone, and therefore our customers’ contact centre operations. Moreover, providing opportunities for and efficiency gains on one platform offers a seamless experience for our users. We are glad to welcome CogniCor as part of the CXexchange marketplace.”