On every organization’s agenda is to provide a good customer experience. It makes sense. Frustrated customers result in no business, and organizations want to avoid that at all costs. However, to keep up with customer expectations and demands to deliver good CX, tools and solutions need to be innovated.
With new CX solutions emerging, such as live chat tools and user feedback solutions, consolidation becomes a factor in the CX landscape as companies want to improve and expand their platforms. NICE and Cognizant have yielded positive business outcomes like reduced answer and wait times as well as accelerated platform deployments.
The two are further evolving their collaborative work with the launch of a global strategic go-to-market partnership to accelerate CX transformation. This partnership leverages Cognizant’s deep consulting and business transformation capabilities along with NICE CXone’s complete, integrated cloud platform to accelerate customer adoption of advanced CX solutions such as digital, analytics and conversational AI.
The partnership offers a comprehensive approach to bridge the gap between today’s consumer expectations and organizations’ delivery of extraordinary experiences as it transforms CX and agent experiences with a unified CCaaS suite encompassing omnichannel routing, AI, analytics, WFO and digital self-service offerings.
“Teaming with Cognizant to leverage their contact center advisory and transformation services will bring more rapid, compelling business outcomes to our joint customers,” said Barry Cooper, president, CX Division, NICE.
A little background on what Cooper is referring to, Cognizant’s digital customer experience experts draw on strategy and research to link data to design, systems to stories and insights to outcomes. Cognizant’s experience-led offerings span the entire customer life cycle and drive value across vertical markets. Solutions include customer and employee experience, content, and marketing services and omnichannel solutions.
“Together with NICE and our decades of expertise in the contact center market, we are now redefining customer experience by bringing hyper-personalized and intelligent ways for enterprises to engage with their users,” said Robert Vatter, executive vice president of Cognizant’s Enterprise Platform Services.
This partnership enables growth opportunities for both companies in their respective customer bases. It is also a step forward in transforming customer and agent experiences.
Edited by
Greg Tavarez
