Tech firm promises ‘peace of mind’ for businesses as AI boosts customer service.
NiCE has launched a new control hub designed to keep the next generation of AI-powered customer service agents running smoothly — no matter how big or complex the operation.
The company’s new AI Ops Center, part of its NiCE Cognigy platform, acts as a command center for enterprise AI, giving businesses real-time visibility, reliability, and control over their digital workforce.
The move comes as companies race to scale up their use of AI Agents across different languages, channels, and use cases. But with so many moving parts — from APIs to large language models — even a small glitch can bring entire systems down, leading to thousands of failed conversations and frustrated customers.
NiCE says its new AI Ops Center is the answer — a safety net that ensures AI agents stay “always-on, reliable, secure, and business-ready.”
Keeping AI on Its Toes
The AI Ops Center acts as a single dashboard for CX, operations, and tech teams, allowing them to monitor performance in real time, spot bottlenecks, and fix issues before they hit customers.
The platform also offers live visibility, instant error alerts, and root cause analysis, helping businesses prevent costly disruptions and maintain customer trust.
“CX AI plays a central role in how organizations serve customers,” said Philipp Heltewig, General Manager, NiCE Cognigy and Chief AI Officer. “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.”
What It Delivers
NiCE says its new system will help businesses get the most out of their AI investments by improving reliability and cutting downtime. The company highlights three key benefits:
- Assurance & Continuity – Keeps AI Agents performing at their best with proactive monitoring and instant alerts.
- Speed & Empowerment – Helps teams identify and fix problems fast, slashing recovery times and reducing support workloads.
- Efficiency & ROI – Ensures smoother operations and better returns on AI projects.
NiCE will showcase the AI Ops Center in a live webinar on October 30, 2025.
