An agent tells a customer their refund is on its way. But it was never submitted.
The conversation sounded successful. The screen tells another story.
NiCE Desktop Intelligence helps uncover what happens behind the conversation.
Read more: bit.ly/4ivf4V6
We keep asking what AI agents should be able to do.
Selin Güven asks another question: what should they NOT do?
Hear why setting boundaries matters on Episode 5 of Speak to an Agent with Sascha Poggemann.
🎧 Apple: apple.co/46Mtbi4
🎧 Spotify: bit.ly/4e3nqAj
AI-powered CX just got closer to home.
NiCE CXone and NiCE Cognigy are now live in South Africa, bringing local AI capabilities to businesses across the region.
See it in action at #AIExpoAfrica, Oct 28–29 in Johannesburg.
Click a button. Talk to an AI agent that already knows what you're looking at.
No starting over. No switching channels. Just talk, type, or tap.
Meet Click to Call with NiCE Cognigy: bit.ly/3VVeeYO
“Everyone is going to lose their job to AI.”
We've all heard some version of that prediction.
But Uri Eliabayev has a different perspective:
Stop being afraid to experiment with AI, start putting it to work, and pay attention to the results.
He shares his take on the latest episode of Speak to an Agent with Sascha Poggemann.Is AI really coming for everyone's jobs?
Uri Eliabayev has a different take: experiment, put AI to work, and measure the results.
Hear his perspective on Speak to an Agent with Sascha Poggemann.
🎧 Apple: apple.co/46Mtbi4
🎧 Spotify: bit.ly/4e3nqAj
Canceled flights. Bags departing before their owners.
Not a great day for the fictional NiCE Air, but a pretty good one for Maui Parton and Maui Wahlberg.
Last week at our Analyst Summit in Hawaii, 50+ analysts rolled up their sleeves with NiCE Cognigy and built their own agents. In one session, real AI agents rebooked travelers, talked people through loyalty perks, chased down lost bags, and (in one case) insisted you name your favorite animal before helping.
One sandbox. One hour. Plenty of personality.
Meet the agents they built: bit.ly/4dUgxBt
As AI adds more technology, choices and complexity, the role of the technology partner is changing too.
Ana Cordova looks at why the next generation of partner value will be less about what you sell and more about the problems you can help customers solve:bit.ly/4sjfAso
AI is rewriting CCaaS. CX leaders want to know who has the vision for what’s next. NiCE is a Leader in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service, positioned furthest for Completeness of Vision.
Get the report: bit.ly/4BmaNu8
AI is changing the work that reaches human agents. But are we changing how we measure their performance?
As AI and humans increasingly work together, traditional workforce metrics don’t always tell the whole story.
See what @IDC says needs to change: bit.ly/4Bz0h39
Imagine sending an AI agent to deal with customer service for you.
And it ends up talking to another AI agent on the other side.
What does that customer experience look like, when the customer isn’t actually part of the conversation?
What do you think? 👇
Hear more from Dylan Fox: bit.ly/4salYlJ
AI agents are rewriting the customer service org chart. Forrester modeled what that org looks like in two and five years.
This is not a productivity story. It is an operating model change.
Forrester's scenarios show frontline roles shrinking while specialist roles emerge or expand. Subject experts. Relationship managers. Hybrid quality managers. AI agent builders. Heads of support insights. Forecasting, coaching, quality, and governance do not disappear. They now have to cover a workforce that is not only human.
Most organizations are not ready for that. Forrester found only half of employees say their company has a structured curriculum for working with automation technologies.
Explore Forrester's two- and five-year workforce scenarios and plan what comes next: bit.ly/4jWFmQY
Spreadsheets weren’t built for today’s workforce. And they definitely weren’t built for one that includes AI agents.
See how AI is changing forecasting, scheduling and workforce planning: bit.ly/4s6Nyjv
All while trying to solve the problem in front of them.
Agents have a lot coming at them at once.
Mia Carro talks about why the technology should take some of that complexity away, so agents can focus on the customer instead of everything happening behind the scenes.
What could you take off your agents’ shoulders?
Launching agentic AI gets attention. Proving financial value earns the next investment. Making it repeatable is what scales.
NiCE COO Arun Chandra explains scale comes from managing AI agents, human teams, workflows, governance, and economics as one connected operating model.
Read the latest: bit.ly/4hOv6ZL
What does an AI expert do when he comes across an AI customer service agent?
He tries to jailbreak it.
Eric Siegel says that’s getting harder. But harder to break doesn’t necessarily mean reliable.
More on Speak to an Agent with Neeraj Verma.
Apple: apple.co/46Mtbi4
Spotify: bit.ly/4e3nqAj
A seat map. Your new flight. The changes you’re about to confirm.
Sometimes hearing the answer isn’t enough. You want to see it.
See how a voice AI Agent can bring visuals into the conversation exactly when they’re useful. 👇
bit.ly/3VBJNX8
Putting AI to work across the customer journey takes more than finding the right places to deploy it.
It has to connect with your people, knowledge, data and workflows.
See why IDC named NiCE a Leader 👇
bit.ly/4zoeQnX
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More specialized roles. More value placed on empathy. New technical career paths. And potentially, greater earning power.
Hear more from Kate Leggett on where the contact center workforce is headed as AI takes on more of the work: bit.ly/4hS7vb2
How do you orchestrate AI across the enterprise?
How does it work alongside people?
And what are companies learning once they put it to work?
Those questions came up everywhere at #CCWEurope, from our sessions with Sky and Generali to conversations across the show floor. 🇳🇱
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