NiCE & Konecta partner to expand AI customer service

NiCE has formed a strategic partnership with Konecta focused on expanding the use of artificial intelligence in customer service operations across global markets.

Under the deal, Konecta will integrate NiCE technology, including NiCE Cognigy tools, into its open platform to offer digital agents built around sector-specific regulatory requirements and customer journeys. The partnership also includes NiCE's CXone platform, which sits at the core of the arrangement.

The agreement gives Konecta Global Platinum Partner status within NiCE's partner programme. The designation gives the outsourcing and customer operations group access to technical support, joint development work and early access to new NiCE products.

Both companies are targeting large-scale customer experience programmes that combine automation with support for human agents. The partnership is intended to move beyond conventional chatbots by using AI systems that can also handle back-office work and co-ordinate tasks across different systems.

Konecta, based in Madrid, provides customer management and digital outsourcing services across 28 countries. It says it has 109,000 employees, works in 30 languages and generates annual revenue of €2 billion from more than 500 clients in sectors including telecoms, energy, banking, mobility, retail and eCommerce.

NiCE, listed on Nasdaq, sells software for contact centres and customer engagement. Its products are used by organisations in more than 150 countries.

Platform integration

The partnership focuses on combining NiCE's contact centre software with Konecta's process design and industry-specific operating models. Konecta will use the technology to create prebuilt workflows and AI interactions tailored to different sectors.

The approach is aimed at giving clients a faster route to deployment by using standardised products rather than building each system from scratch. It also reflects growing demand from companies seeking to apply AI to customer service and administrative processes while staying within sector rules and internal controls.

In practice, the digital agents will be trained around specific customer journeys and compliance requirements. The systems will support front-office and back-office tasks, with AI tools assisting staff in real time as well as handling some processes directly.

The partnership comes as business process outsourcing groups and software vendors compete to define how generative AI is used in customer contact operations. Many providers have focused on summarising calls, suggesting next steps or supporting agents during interactions, while newer products are being positioned to take action within workflows rather than only produce recommendations.

Industry push

For Konecta, the tie-up adds a software layer from a specialist in contact centre systems at a time when service providers are under pressure to show measurable returns from AI projects. For NiCE, the deal expands its route to large enterprise customers through a partner with an established operational footprint across multiple industries and geographies.

Mariano Castaños Zemborain, CEO Latin America and Executive Sponsor of the NiCE alliance at Konecta, outlined the company's position in the tie-up.

"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 of the NiCE alliance at Konecta.

NiCE framed the arrangement as part of a broader shift from testing AI tools to embedding them in daily operations. The partnership reflects demand for systems that connect analysis to execution within customer interactions and service workflows.

Jeff Comstock, President of CX Product & Technology at NiCE, described Konecta's role in that strategy.

"This partnership reflects Konecta's leadership in operationalising AI at global scale, which is why they have earned NiCE's Global Platinum Partner status," said Jeff Comstock, President of CX Product & Technology at NiCE.

"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," he said.