Sold by: Cognigy.AI
Deployed on AWS
NiCE Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, NiCE Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time.
4.7
Overview
Image
Agentic AI Agents for Enterprise Contact Centers
Image
AI Agent Skills & Integrations
Image
Happier Customers & Increased Efficiency
Image
Platform Overview
Image
Secure, Certified & Tested
Video
Product video
NiCE Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, NiCE Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time.
Built on the world's leading Conversational AI platform, Cognigy.AI delivers next-gen customer service through solutions like Voice AI Agents, Digital Chat AI Agents, and Agent Copilot. With dozens of pretrained skills and Agentic AI capabilities, the platform seamlessly integrates into enterprise systems including Amazon Bedrock. By leveraging memory and context, NiCE Cognigy's AI Agents provide hyper-personalized interactions and strengthen customer relationships. Agentic AI also fosters collaboration between AI and human agents, giving them superpowers to deliver exceptional service.
Over 1000 brands worldwide trust NiCE Cognigy and its vast partner network to create AI customer service agents for their contact center. NiCE Cognigy's impressive worldwide customer portfolio includes Bosch, Nestle, DHL, Lufthansa Group, Mercedes-Benz, and Toyota.
Highlights
- Pre-trained Agentic AI Agents with industry-specific skills and common service processes that can speak 100+ languages across 30+ voice and digital channels using over 100 prebuilt integrations.
- Multi-model LLM orchestration supporting leading vendors such as Amazon Bedrock, OpenAI, Azure OpenAI, Anthropic, Co:here, Google and Aleph Alpha.
- AI-powered knowledge management using semantic search and Generative AI to deliver accurate, contextual and individual answers to customer questions.
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Basic 5K pm | Platform & Setup fee, 60K conversations pa, Standard Support | $43,080.00 |
Basic 5K pm + VG | Platform & Setup fee, 60K conversations pa, 5 VGs, Standard Support | $53,916.00 |
ELA_PrivateSaaS | Enterprise License Agreement for upto 10M conversations pa | $1,000,000.00 |
ELA_Ramp | Ramp up cost for ELA for Cognigy AI and Voice Gateway for 10M conversations pa | $200,000.00 |
Vendor refund policy
NA
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
By Forethought.ai
Top
100
In Natural Language Processing
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Multilingual and Multi-Channel Support
Pre-trained AI agents capable of supporting 100+ languages across 30+ voice and digital channels with over 100 prebuilt integrations
Multi-Model LLM Orchestration
Support for multiple large language model vendors including Amazon Bedrock, OpenAI, Azure OpenAI, Anthropic, Cohere, Google, and Aleph Alpha
AI-Powered Knowledge Management
Semantic search and Generative AI-based knowledge management system for delivering contextual and accurate answers to customer inquiries
Conversational and Generative AI Integration
Integration of Conversational AI and Generative AI technologies to create Agentic AI capabilities for autonomous agent operations
Industry-Specific Pre-trained Skills
Pre-configured AI agents with industry-specific skills and common service processes ready for deployment
Omnichannel Communication Support
AI agents capable of handling interactions across chat, email, voice, SMS, Slack, and API-based use cases
No-Code Agent Configuration
Agent builder enabling deployment of AI agents for support, onboarding, returns, and billing workflows without requiring decision trees or developer resources
Real-Time Agent Assistance
AI copilot system providing human representatives with real-time content recommendations and suggested actions during customer interactions
Enterprise Security and Compliance
SOC 2, HIPAA, GDPR, and PCI compliance certifications with built-in PII redaction capabilities
Insights and Workflow Automation
Proactive insights engine trained on historical data to detect automation opportunities, identify gaps, and auto-generate content for customer interactions
Generative AI Integration
Customer and agent-facing generative AI capabilities for infinite scale and hyper personalization
Multi-Channel Communication
Support for all communication channels including voice, video, screen share, and media file sharing at customer choice
Persistent Collaboration Space
Persistent space technology that enables drop-in and drop-out engagement for prospects, customers, and employees
No-Code/Low-Code Platform
Modern no-code and low-code platform with seamless integration to existing tech-stack including CRM, calendaring, unified communications, and core banking systems
Security and Compliance
SOC2 Type 2 compliance with secure recording capabilities and compliance features for regulated environments
Standard contract
No
No
No
Customer reviews
reviewer2846073
Voice and chat AI have transformed manager self-service and improved employee insight access
Reviewed on Jun 08, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for Cognigy.AI Platform is that we use it as the enterprise voice chat AI agent layer for Instill's Manager, HR, and employee workflows, which helped us expose Instill culture operating system and people insights through conversational experience.
A quick, specific example of how I use Cognigy.AI Platform in one of those workflows is that our users, such as managers, can ask questions about why a team's trust score dropped, and they will receive Instill-backed answers through chat or voice.
What is most valuable?
The best features Cognigy.AI Platform offers include the most valuable part being the ability to deploy AI agents across voice and chat while connecting them to Instill's people, culture, and meeting insight data.
Cognigy.AI Platform has positively impacted my organization, as our ROI is coming from faster manager and HR self-services that reduce the manual people operations support and better use of Instill insights and inside conversational workflows, although the exact ROI is not calculated yet.
What needs improvement?
Connecting Cognigy.AI Platform to our internal data had some challenges, with setup complexity existing, pricing clarity needing improvement, and privacy control for sensitive employee data needing improvement.
The improvement areas for Cognigy.AI Platform include the setup complexity, pricing clarity, and privacy control, which all need to be enhanced so that we can control the employee-related data more carefully.
For how long have I used the solution?
I have been using Cognigy.AI Platform for the last three months.
What do I think about the stability of the solution?
I find Cognigy.AI Platform to be stable.
What do I think about the scalability of the solution?
The scalability of Cognigy.AI Platform is pretty good, as it's really good overall, with quality being good and it's reliable.
How are customer service and support?
The customer support is really good, as whenever we need something, we get a response very quickly.
Which solution did I use previously and why did I switch?
I did not previously use a different solution, as this is the first one.
What was our ROI?
I have seen a return on investment with the customer satisfaction score improving by nine points as an output of implementing Cognigy.AI Platform.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was that pricing was not clear, the setup cost was not there, and pricing needs improvement for informed decisions.
Which other solutions did I evaluate?
Before choosing Cognigy.AI Platform, I evaluated Kore.ai and Yellow.ai for the chat layer before finalizing on Cognigy.AI Platform.
What other advice do I have?
Regarding time savings or efficiency gains, there's no metric for the speed, but there is a metric for the quality, so now the answers coming in the chat and voice are far better, and the NPS score has improved by nine points.
I would rate Cognigy.AI Platform a nine out of ten. I chose nine out of ten because the use case is straightforward, it's effective, and the quality of the chat is really good, though the setup complexity and pricing clarity have to be improved; once these are improved, I will give it a ten.
Regarding Cognigy.AI Platform's AI capabilities, I think its governance and security are straightforward as they have given us the certifications we needed, but I am skeptical about the data privacy of employees and if there is any role-based access control existing in the platform.
I find the accuracy and reliability of output from Cognigy.AI Platform to be very good, as the scalability of the solution was really good and our quality of answers was really good, so there is no issue in those areas.
My advice to others looking into using Cognigy.AI Platform is to explore all the options and see what your use case is before finalizing on Cognigy.AI Platform. My overall rating for this product is nine out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Richa B.
Affordable and convenient
Reviewed on Sep 18, 2024
Review provided by G2
What do you like best about the product?
One need not to be coder to use this , it helps in saving time and easier to use
What do you dislike about the product?
Limited analytical possibilities, less possiblities of advanced chat flow
What problems is the product solving and how is that benefiting you?
It helps one to maintain several chatbots, it's a great fit considering it's price
Prabal K.
Amazing, very advance conversational Ai and very easy to use
Reviewed on Feb 01, 2024
Review provided by G2
What do you like best about the product?
It is very essy to use and it has many tools intents, archors etc that canbe used to make chatbots easily, i realy loved it
What do you dislike about the product?
Overall i loved it but i must mentioned that it does not support an extensive workflow.
What problems is the product solving and how is that benefiting you?
Made it possible to monitor automation tasks on RPA platforms.
Retail
We are partnering often with Cognigy. They offer a great product for many of our customers.
Reviewed on May 22, 2023
Review provided by G2
What do you like best about the product?
Lots of features, while still easy to use.
What do you dislike about the product?
Sometimes (our) customers are too small to benefit from Cognigy.
What problems is the product solving and how is that benefiting you?
Our customers need to automate conversations. The more, the better. And Cognigy enables to do that with them.
Jordan B.
Conversational AI and Agent Assistance at its best
Reviewed on Apr 28, 2023
Review provided by G2
What do you like best about the product?
Cognigy as a platform is very easy to use - quick to learn, fast to build solutions and has a great library of integrations to work with out of the box. Access to a wide range of well-known endpoints make it versatile, whilst functionality for voice bots, automated agent assistance and analytics make it a powerful and transformative tool to enhance the customer and agent experience.
What do you dislike about the product?
Some additional detailed academy learning on Voice Gateway and the architecture of Cognigy in the Contact Center would be beneficial to help round out knowledge of how Cognigy fits into the tech landscape of a customer. Some more out of the box reusable components would also help to speed up development.
What problems is the product solving and how is that benefiting you?
An effective and easy to implement tool for driving key improvements to Contact Center metrics and KPIs - AHT, Contact Deflection, Agent Attrition, ESAT, CSAT and much more