Business UpdateMay 7, 2026, 06:13 AM
NICE AI Agents Deliver Tens of Millions in Benefits for Openreach
AI Summary
NICE Ltd. announced that Openreach deployed its Cognigy AI agents, resulting in tens of millions in financial benefits by redesigning customer engagement for 15 million journeys. This led to a one-third reduction in missed appointments and inbound contact volumes, and improved customer satisfaction. Additionally, NICE was recognized as a Gartner Customers' Choice for Contact Center as a Service for the third time and integrated its CXone platform with Epic EHR for healthcare patient engagement. The company also announced other partnerships and industry recognitions for its AI solutions.
Key Highlights
- Openreach deployed NICE Cognigy AI agents, delivering tens of millions in financial benefits.
- Openreach reduced missed appointments and inbound contact volumes by one-third.
- Openreach's Trustpilot rating improved from 2.0 to 4.7 out of 5 after AI rollout.
- NICE was named a Gartner Customers' Choice for Contact Center as a Service for the third time.
- NICE received an overall rating of 4.6 out of 5 from 82 reviews in the Gartner report.
- 86% of customers would recommend NICE based on Gartner Peer Insights feedback.
- NICE CXone integrated natively with Epic EHR, listed on Epic Showroom.
- NICE Cognigy was named a Leader in Conversational AI by an independent research firm.