May 15, 2026
Konecta Deploys NiCE Pre-Trained AI Agents for Telecoms, Banking, and Retail
Konecta, a global BPO and digital outsourcing provider, has signed a Global Platinum Partnership with NiCE that will embed the vendor’s CXone platform and Cognigy agentic AI technology directly into Konecta’s own open platform. The result is a set of digital agents pre-trained on industry-specific regulatory requirements and customer journeys for verticals including telecoms, banking, energy, retail, and e-commerce.
The distance between a successful proof of concept and a production deployment that actually delivers results has slowed enterprise AI adoption for years. According to Gartner, 30% of generative AI projects get abandoned after proof of concept due to poor data quality, unclear business value, and rising costs. Pre-trained, industry-specific agents cut through that cycle because they arrive with predefined workflows, compliance guardrails, and domain knowledge already configured, rather than requiring months of custom development before they can handle a single interaction.
Jeff Comstock, President of CX Product & Technology at NiCE, said Konecta earned its Platinum Partner status because of its ability to operationalise AI at global scale. He added: “Together, we are helping organizations 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.”
Autonomy Without the Domain Knowledge Is a Liability
Built on NiCE’s CXone and Cognigy’s generative and agentic technology, the digital agents are designed to autonomously execute back-office tasks, support human agents with real-time assistance, and coordinate across multiple systems to handle multi-step workflows without constant human oversight.
Konecta’s contribution is the domain expertise that makes that autonomy safe and useful in practice. With 109,000 employees working in 30 languages across 28 countries and more than 500 clients on its books, the company has deep operational knowledge of how customer journeys actually play out in regulated industries. An AI agent processing a billing dispute for a European energy provider needs to follow different regulatory rules than one handling a product return for a Latin American e-commerce retailer, and Konecta is using that accumulated process knowledge to define the guardrails and workflows each agent operates within before it ever touches a live customer.
Mariano Castaños Zemborain, CEO Latin America and Executive Sponsor of the NiCE alliance at Konecta, said: “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.”
A New Commercial Model for Outsourcing
With this partnership, Konecta is morphing into a company that designs, deploys, and operates AI-powered customer journeys end to end. The Platinum Partner status formalises that evolution, giving Konecta deep integration with NiCE’s product roadmap, co-innovation support, and early access to emerging agentic AI capabilities that a standard reseller relationship would not provide.
The question this deal raises is whether it makes more sense to build an agentic AI capability internally, piece by piece, or to buy it from a provider that has already done the vertical-specific work.
