AI Agents for your Genesys Ecosystem | NiCE Cognigy
Upgrade Genesys with Real AI Agents
The Best Agentic AI for Genesys
Go beyond basic automation. Cognigy’s Agentic AI adds real intelligence to your contact center, faster service, lower costs, and happier customers.
50%
lower attrition
>3 min
ACW decrease per call
70%
lower AHT
37%
NPS increase
Choose AI Experts, not AI as an Extra
Cognigy has been a leader year after year in the Gartner Magic Quadrant™ and Forrester Wave™, thanks to our laser focus on AI solutions for enterprise contact centers. Your customers deserve the best.
Industry Specific Agents
Pre-trained Agentic Al Agents with industry-specific skills and common service processes.
LLM Orchestration
Orchestrate multiple AI vendors and models and optimize for your own latency, cost and accuracy needs. No vendor or model lock-in.
Agent Copilot
Proactive, real-time assistance for every agent on every channel for a higher FCR and lower attrition.
Knowledge AI
AI-powered knowledge delivers accurate, contextual and personalized answers to customers the first time.
Purpose Built Enterprise AI
AI too critical to rely on recently-developed add-ons. It doesn't take long to add the word AI to your offering, but it takes years to develop a market-leading solution which consistently leads the Magic Quadrant™.
Rich Media Support
Cognigy fully supports multimedia in messaging channels such as galleries, audio messages, file attachments, adaptive cards and more for smoother user experiences that customers know and expect.
Agent Copilot for Voice & Digital
Proactive support for every agent on every interaction from voice to messaging and chat for consistent, accurate service.
Two-way Call Metadata Exchange
Full exchange of metadata including things like customer number, order number or request type between your virtual agents and Genesys.
Transcripts for Every Interaction
Understand every customer interaction with your virtual and human agents including handovers so agents receive full transcripts or call summaries.
How Agent Copilot Transforms CX & AX in Genesys
Migration Made Easy by Uniting Cloud and Legacy Systems
Whether you’re migrating from or using another CCaaS or on-premises solution, Cognigy can sit in front, fully connected to your enterprise systems, and handle incoming voice and digital requests, providing a warm handover to human agents when necessary.
Fill Integration Gaps
Fill the integration gaps with on-premises systems and orchestrate data between on-premises and cloud-based systems.
Get Started Now
Don't make customers and agents victim to the speed of legacy systems. Create satisfied customers immediately on the channels they need while other systems catch up.
Go AI First
Create an AI-first contact center now with Conversational IVR, smart self-service and agent assistance to scale your customer satisfaction today.
Route Requests Anywhere
Cognigy can act as a middleman, routing requests to legacy and new systems so you can transition at your own pace.
AI Agents working with human agents
Cognigy and Genesys create a great customer experience by working seamlessly together.
AI Agents that Work Wherever You Do
Cognigy's AI Agents are designed to be agnostic, so you can seamlessly integrate your cloud and on-premises enterprise systems in the backend and serve the channels your customers use on the frontend.
Choose what you need
Plug Cognigy.AI into your existing agent desktop or get started with out-of-the-box Cognigy Live Agent.
Turnkey Extensions
Connect backend systems and agent desktop in a few clicks from a built-in marketplace.
Ramp up Rapidly
Deploy Agent Copilot for real-time agent assistance on any service channels – voice or text. Explore Agent Copilot.
An Analyst's View on Cognigy + Genesys Cloud
In the words of Dave Michels, respected industry analyst at TalkingPointz, Cognigy and Genesys Cloud are the ideal combination for next-gen CX. The combined solution enables Genesys customers to deliver an exceptional customer experience on chat and voice channels. Read the report to find out why.
Loved by Customers
Hear what they have to say
5.0
Reviewer Function:
Customer Service and Support
Company Size:
500M - 1B USD
Industry:
Energy and Utilities
Bring Your Conversational AI Strategy To The Next Level With Less Code
We are using Cognigy since a year and have around 20 chatbots and 3 voicebots on the platform with above 1 million conversations. The product is ease to use, offers a lot of prebuilt integrations and is therefore a great product for enterprise usage, especially in a multi-brand environment. The support acts fast and feature requests are always welcome and treated fast.
5.0
Reviewer Function:
Data and Analytics
Company Size:
1B - 3B USD
Industry:
Transportation
Most Flexible Conversation AI Platform
"The platform is a breeze to use. The set-up is done very quickly and it's all low code. Which gave us a lot more possibilities to speed up the process of creating flows and integrations with our back-end systems. They're very helpful in setting up the platform and helping to design the implementation plan."
5.0
Reviewer Function:
Research and Development
Company Size:
30B + USD
Industry:
Transportation
Excellent Choice for Complex Conversational AI at Scale
"The use of Cognigy AI has allowed us to build several bots, use cases and integrations at scale for different companies at once. It is in use for four different legal entities of our international corporation, with several new ones to follow. Major advantages that we saw over other vendors...
5.0
Reviewer Function:
Software Development
Company Size:
<50M USD
Industry:
Healthcare and Biotech Industry
Feature-rich, and Stable Platform to Build a Sophisticated and Complex Product.
"Cognigy have provided exemplary support which is key to deploying sophisticated and complex solutions. What surprised me was that the platform is feature rich, but also robust - not a common combination in this space...
5.0
Reviewer Function:
Product Management
Company Size:
1B - 3B USD
Industry:
Telecommunication
Best Conversational AI Platform!
"Fantastic experience! Very responsive team and delivering new innovation quickly. The NLU is the best in the market and is extremely easy to build bots/virtual agents."
5.0
Reviewer Function:
Data and Analytics
Company Size:
30B + USD
Industry:
Retail
The Highly Interactive and Profitable Customer Interaction System
"Cognigy.AI; is a complete enterprise conversational platform that we use daily to automate our interaction with our customers. It's AI technology offers us Chatbots and virtual assistants that interact effectively and intelligently with clients and employees and reply to them in real-time. ...
5.0
Reviewer Function:
Customer Service and Support
Company Size:
500M - 1B USD
Industry:
Energy and Utilities
Bring Your Conversational AI Strategy To The Next Level With Less Code
5.0
Reviewer Function:
Data and Analytics
Company Size:
1B - 3B USD
Industry:
Transportation
Most Flexible Conversation AI Platform