Demand for Cogito’s emotion and conversation AI coaching has grown significantly as organizations seek solutions to improve both EX and CX
BOSTON–(BUSINESS WIRE)–Cogito, the leader in real-time coaching and guidance for the enterprise, announced it successfully deployed its emotion and conversation AI platform to a Fortune 25 customer’s 30,000 plus agent workforce, the largest deployment of its kind in the contact center industry. Cogito’s emotion and conversation AI platform will enable the Fortune 25 telecommunications provider to enhance well-being and the employee experience by guiding agents in the moment and equipping teams to handle the most complex interactions.
In addition to the hyper-scale deployment, Cogito secured $50 million in funding to support the company’s plans to accelerate research and development and expand go-to-market activities as part of its vision to be the leader in supplying AI-powered human-aware data for the whole enterprise. The recent funding underpins the strong year of company growth, like the close of Cogito’s 8th Fortune 25 customer, the deployment of the Connected Contact Center and key updates with integration partners like Salesforce to create a unified desktop experience. Cogito recently expanded its presence to support EMEA for a key customer, successfully deploying its technology through an EU data center to support a leading global payments provider’s front-line teams to create genuine human connections and deliver superior service. Furthering its presence in Europe, Cogito recently added one of the UK’s largest telecommunications companies as a new customer.
Alongside the company’s growth and capital, Cogito plans to continue evolving and delivering real-time guidance that enhances the experience of agents and customers and personalizes the coaching critical to shaping the work-from-anywhere workplace. Today’s contact centers must ensure remote and hybrid work functions seamlessly across their organizations and evolve management practices to be AI-enabled. Cogito’s AI platform supports agents and supervisors, no matter the location, and the recent funding will support R&D efforts designed to further improve the new work norms.
“Real-time coaching and guidance capabilities are becoming a competitive differentiator for enterprises, whether it’s part of attracting and retaining talent, supporting the hybrid workplace or ensuring customer experience exceeds expectations. Our shareholders, prospects and customers alike are seizing the opportunity to invest in and deploy our highly differentiated and impactful technology so they can drive value throughout their organization,” said Josh Feast, CEO and co-founder of Cogito. “I’m incredibly proud of our company’s momentum—especially as we turn the page on 15 years of Cogito—establishing ourselves as the scale provider of real-time coaching and guidance to the industry. I look forward to continuing to achieve record-breaking enterprise deployments and global growth like we’ve seen so far this year.”
This past spring, Wyndham Hotels & Resorts, the world’s largest hotel franchising company, selected Cogito’s real-time coaching and guidance platform to deliver live guidance and conversation support for its contact center agents handling both franchisee support and customer care conversations. Janesh Patel, Wyndham’s Group Vice President of Global Contact Centers and Franchise System Support, shared, “On any given day, our agents can face high call volumes spanning a wide array of topics of conversation. Cogito has transformed these interactions, providing real-time support and guidance that helps agents empathetically connect and communicate. At the same time, we now have increased visibility into agent performance, allowing us to better innovate at scale. While our journey with Cogito has only just begun, we’re looking forward to the road ahead, together.”
To learn more about Cogito, visit the website at cogitocorp.com.
Cogito innovates with emotion and conversation AI to deliver real-time coaching and guidance to contact centers and frontline teams. Cogito supports agents and supervisors to improve effectiveness, experience, and empathy by providing human-aware and human-empowering insights. The world’s most well-known brands, including 8 of the Fortune 25, use Cogito to improve their connection with customers and elevate team members’ well-being. Founded in 2007, Cogito is a venture-backed software company based in Boston, MA. Learn more at cogitocorp.com.