Enterprise contact centres; agents defined by “jobs” such as billing inquiries or flight rebooking, combining fixed workflows with LLM-driven conversations.
LLM list from https://docs.cognigy.com/ai/agents/develop/gen-ai-and-llms/generative-ai. Also offered on Genesys AppFoundry (GTC PDF) and NiCE CXone shared clusters.
Limitations
Agents can hand over to other AI agents or to people with shared context; safety settings against jailbreaking are configurable. How failures are handled in practice is not described.
A bank's phone line identifies the caller's request and handles card blocking automatically.
Scenario
Application scenario, rather than a measured customer result.
Prerequisites
Connection to your contact-centre infrastructure (“30+ omnichannel connectors”, marketplace, extension framework); LLMs from vendors such as OpenAI, Anthropic, Google and AWS can be chosen per agent job; a trial is offered.
Cost drivers named in the documentation: number of billable conversations, peak concurrent voice lines (overage per day), Knowledge AI queries (overage) and chunk packages, plus separately licensed add-ons.
One of the most fully documented providers in this batch: billing rules, LLM choice and a broad set of audit documents are public. Contract scope after the NiCE acquisition (standalone vs. CXone billing) is the main thing to settle.
NiCE completed the acquisition of Cognigy on 8 Sep 2025; the brand is shown as “NiCE Cognigy” (Cognigy GmbH). Platform Cognigy.AI with Voice Gateway, Knowledge AI, Agent Copilot, xApps and Ops Center. Sold standalone or within NiCE CXone.
Standalone: per billable conversation (up to 50 user inputs within 24 hours), plus concurrent lines for Voice Gateway and Knowledge AI chunks and queries; xApps and Ops Center licensed separately. Within NiCE CXone: per conversation, where a voice conversation counts up to 10 minutes.
Docs: 'You are subject to the terms of the Generative AI model providers to which you are connecting.' Cognigy's own use of customer data for training not addressed in Gen-AI docs, data-protection docs (https://docs.cognigy.com/ai/deploy/endpoints/data-protection-and-analytics/) or AppFoundry GTC PDF. Trust centre body did not render.
Certificates and audit reports
The trust centre lists ISO/IEC 27001:2022, 27701:2019 and 42001 (2026 certification audit), TISAX, SOC 2 Type II (2025), C5 & AIC4 (2025), a HIPAA Type 2 report and merchant PCI DSS SAQ D. Confirm product scope and report access.
Masked values not available through OData. Package export mention from GTC PDF Exhibit A (https://www.cognigy.com/hubfs/Customer/Genesys/Cognigy_GTC_Europe_20230612.pdf).
Product-specific conditions
Deployment
Shared SaaS (EU, US, UK, AU), NiCE CXone shared SaaS, Private Cloud SaaS (dedicated), and on-prem/dedicated installation on customer Kubernetes
Yes/No confirmation word presets for German not confirmed.
Questions for the provider
Ask the provider which data region applies to your account.
Ask the provider whether your data is used to train models and which consent controls apply.
Ask the provider for the price, billing unit and required commitment for your scope.
Ask the provider which retention and deletion terms apply, including when the contract ends.
Cost per accepted outcome
Editable hypothetical example · not provider pricing or measured performance. Use this monthly worksheet to test your own quote and quality assumptions.
/ accepted outcome
accepted outcomes / month
5,000 tasks × 80% = 4,000 accepted outcomes per month. Higher entered costs raise unit cost; more accepted outcomes spread the same cost over more results.
Formula: entered monthly costs ÷ (monthly tasks × acceptance % ÷ 100). The numerator includes only the costs you enter. Add applicable licence, usage, integration, human review and rework costs yourself; this is not automatically a fully loaded estimate or a vendor billing model. Capacity released is not realized financial value.
Inputs stay in this browser tab’s session, including reload and language changes. They are not added to the page URL. Continuing prepares an unsent enquiry draft.
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
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