New AI command centre delivers real-time control, visibility, and assurance to keep enterprise AI agents always-on and trusted
October 17, 2025 – NiCE has announced the launch of AI Ops Center, the operational backbone of the NiCE Cognigy platform, designed to keep enterprise AI agents always-on, reliable, secure, and business-ready.
As enterprises scale AI agents across use cases, channels, and languages, they face increasingly complex customer experience (CX) stacks. But scale alone is no longer the benchmark; consistency is. With a network of critical dependencies on application programming interfaces (APIs), large language models (LLMs), and third-party services, a single point of failure can take systems offline and cascade into thousands of failed conversations.
The new AI Ops Center delivers the control layer enterprises need to run AI agents dependably on a scalable infrastructure. It gives CX, operations, and technical teams a unified dashboard to monitor AI performance in real time, detect bottlenecks, and act before disruptions reach customers.
The NiCE Cognigy AI Ops Center represents the missing link in enterprise CX stacks: an operations command centre that keeps the AI workforce resilient and ready for every customer interaction. With capabilities such as live visibility, instant error notifications, and root cause investigation, it empowers enterprises to troubleshoot smarter, prevent costly escalations, and maintain customer trust.
Philipp Heltewig, General Manager, NiCE Cognigy and Chief AI Officer, said, “CX AI plays a central role in how organisations serve customers. With AI Ops Center, we’re delivering peace of mind for CX leaders and operations teams, giving them the control and confidence they need to run AI agents as part of their core operations.”
Key benefits of AI Ops Center:
- Assurance and continuity: keep AI agents at peak performance with proactive monitoring and alerts.
- Speed and empowerment: identify, isolate, and resolve issues instantly, cutting mean time to recovery (MTTR), ticket volumes, and workloads on technical support teams.
- Efficiency and return on investment (ROI): maximise project success and investments in AI with seamless operations.
AI Ops Center will be showcased in a live webinar on October 30, 2025. Register here to see it in action.
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About NiCE Cognigy
NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine generative and conversational AI through orchestration, tools, and enterprise systems to power agentic AI. Backed by global CX leader NiCE, we empower brands with AI agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.
More than 1,000 global brands, including Fabletics OS, Frontier Airlines, Greyhound, DHL, Lufthansa Group, Nestlé, and Toyota, trust NiCE Cognigy and its vast partner network to deliver measurable outcomes. Recognised by Gartner, Forrester, and IDC, we continue to lead the market in enterprise AI for CX; secure, scalable, and partner-first.
About NiCE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
