ICT service provider Damovo is launching a partnership with NiCE, a leading global provider of AI-powered customer experience solutions. The new solutions help companies improve the quality and efficiency of their customer service and minimise the workload for service employees.
Damovo Germany will now offer NiCE’s leading AI-based customer experience and contact centre solutions in Germany. With this partnership, Damovo is addressing the growing need to automate customer interactions via voice and digital channels while ensuring high service quality. AI-based virtual agents will take over recurring issues in particular, while service employees will be relieved of some of their workload and have more capacity for complex cases. This will allow employees to provide more comprehensive support to end customers.
The focus is on NiCE’s CXOne customer experience AI platform, which combines omnichannel routing, AI and automation, workforce management, and analytics and reporting. This enables companies to coordinate human and AI agents, thereby optimising contact centre utilisation. Selfservice with AI agents and automated routing reduce processing and waiting times for end customers, regardless of the channel.
Focus on AI solutions
“End customers expect fast, high-quality service. At the same time, skills shortages, employee turnover and high workloads are putting pressure on good customer service. The solution to this is AI-powered contact centres,”
says Sebastian Tietz, Chief Commercial Officer (CCO) at Damovo.
“The partnership with NiCE strengthens our focus on improving the customer experience through AI – and offers a secure solution, especially for our regulated customers.”
NiCE completed its acquisition of AI agent developer Cognigy in September 2025. The Düsseldorf-based company hosts its services in the EU and offers compliance-compliant customer experience solutions.
Market research institute Gartner rates Cognigy as a leading provider of conversational AI in its 2025 Magic Quadrant. NiCE is ranked as a leader for contact centre as a service (CCaaS) in the 2025 Gartner Magic Quadrant. The Gartner Magic Quadrant is a graphical market analysis by Gartner that classifies technology providers in specific markets into four categories (leaders, challengers, visionaries and niche providers).
Collaboration already underway
“By combining autonomous AI agents, intelligent automation and human expertise, we enable companies to rethink their service and make it proactive, efficient and highly personalised,”
says Keith Jackson, Vice President of Partner Sales at NiCE.
“Together with Damovo, we are already turning this vision into reality in Germany and across Europe.”
Damovo and NiCE signed the agreement for Germany on 15 February 2026. NiCE’s solutions are now in use.
Interested parties can experience the new contact centre platform, Cognigy AI agents and other voice bots in specific use cases at the CCW 2026 congress trade fair. Damovo will be co-exhibiting at the NiCE stand (stand G13 in hall 3) at the international congress trade fair for innovative customer dialogue. CCW 2026 will take place from 24 to 26 February in Berlin.