We are pleased to announce that SVL has added NiCE Cognigy to our solutions portfolio, following Cognigy’s acquisition by our long-standing partner NiCE.

NiCE Cognigy is a recognised global leader in AI-driven customer service automation, consistently acknowledged by Gartner, Forrester and Opus Research for its innovation in conversational and agentic AI.

This addition strengthens SVL’s ability to deliver flexible, enterprise-grade AI solutions for UK contact centres. Customers can adopt NiCE Cognigy either as a standalone AI platform or as part of the broader NiCE CXone Mpower ecosystem. In both cases, the focus remains the same – improving customer experience, supporting agents more effectively, and delivering measurable operational efficiencies.

Enhancing customer service with agentic AI

Contact centres across all sectors face a common challenge. Customer expectations for fast, personalised service continue to rise, while recruitment, retention and cost pressures remain significant.

NiCE Cognigy addresses this challenge through a combination of voice and digital conversational AI, alongside agentic AI capabilities, enabling organisations to automate high-volume interactions while enhancing the effectiveness of human agents.

AI Agents: Scalable, natural customer interactions

NiCE Cognigy’s AI Agents deliver intelligent, human-like conversations across voice and digital channels. This includes self-service chatbots, voice assistants for inbound enquiries, and outbound AI-driven calls for proactive notifications and updates.

Powered by advanced natural language understanding, AI Agents can identify intent, detect sentiment and guide customers towards accurate and timely resolutions. Where interactions become complex, they can seamlessly hand over to another AI Agent or to a live agent, preserving full conversational context.

Available 24/7 and supporting over 100 languages, Cognigy AI Agents enable organisations to scale customer service capacity dynamically, maintaining consistent and on-brand experiences even during peaks in demand.

Crucially, the platform continuously learns and improves over time, refining responses, expanding knowledge and adapting to organisational tone, policies and priorities.

How SVL supports your NiCE Cognigy journey

With over 55 years of experience supporting UK contact centres, SVL brings practical expertise to the deployment of AI at scale.

As a trusted NiCE partner, we ensure NiCE Cognigy integrates seamlessly into your wider customer experience architecture, aligning with existing platforms, processes and operating models.

Our consultants work closely with customers to:

  • Identify high-impact automation opportunities that deliver early, measurable value
  • Design AI Agent roles and behaviours that complement human teams
  • Map workflows, data sources and actions to enable reliable automation
  • Support organisational change through structured training and communication
  • Continuously optimise and expand AI use cases over time

Our objective is straightforward: to help organisations deploy AI responsibly, realise value quickly, and build a foundation for long-term success.

Ready to explore NiCE Cognigy?

Whether your priority is improving self-service, empowering agents or scaling customer engagement, SVL and NiCE Cognigy can help you achieve it.

Contact our team to explore how agentic AI can transform your customer experience and support the future of your contact centre.