AOK PLUS Unites NiCE Cognigy + CXone For Sovereign Cloud Deployment

On September 8 (exactly one year since NiCE completed its Cognigy acquisition) NiCE announced that Dresden-based German public health insurance company AOK PLUS is among the first NiCE customers to unite NiCE Cognigy and NiCE CXone on NiCE’s CX AI platform.

The move makes AOK PLUS Saxony and Thuringia’s first insurer to deploy automated voice AI in a sovereign cloud environment, allowing them to leverage AI agents, workflow orchestration, and employee experience management from a single unified system. 

“Our members are getting faster, more personalized support without ever losing the security and trust they expect. That’s what happens when AI agents and our 2,400 employees work from the same platform, so no matter who or what responds, the experience feels seamless.” 

Sebastian Reichenbach

Project Lead Customer Experience & Contact Center, AOK PLUS

Sebastian Reichenbach

A Closer Look At The AOK PLUS-NiCE Deal 

NiCE will support AOK PLUS’ over 5 million member interactions every year, empowering its 2,400 employees and 3.4 million members across 130 local branches.

In August of 2025, NiCE announced that AOK PLUS supported over 30,000 calls within one month of launching Cognigy’s Voice AI Agent. At the initial phase, AOK PLUS primarily used the Cognigy Voice AI Agent to provide customer self-service (answers to FAQs, information on electronic patient record inquiries, etc.)

The September announcement follows through on AOK PLUS’ stated plan to completely automate the support process for appropriate customer requests. The addition of CXone means Voice AI and human agents can collaborate seamlessly: voice AI agents now intelligently route customers to the best available human employee, across 120 employee skills. The goal here is to completely resolve customer service issues by identifying the right time to transfer a customer from an AI to a live agent, and to ensure that the live agent has all the information and context they need to provide that resolution on first contact.

In collaboration with long-time Platinum Partner CCT Solutions, NiCE helped AOK PLUS achieve an over 95% call acceptance rate and migrate 1,400+ phone numbers with zero downtime. 

“AOK PLUS is turning millions of member interactions into personalized, trusted experiences at scale, and that’s the real payoff of bringing AI agents and member service together on one platform. And they’re doing it without compromising the security and data sovereignty their members expect.”

Darren Rushworth

President, NiCE International

The Wider CX Impact 

This isn’t the first time NiCE Cognigy has seen success with AOK: in mid-January of this year, NiCE announced that AOK Bayern replaced its legacy on-prem system with the NiCE CXone platform, successfully deploying it on the NiCE EU Sovereign Cloud.

The migration allowed AOK Bayern’s 4.5 million insured members and agents across 225 sites to benefit from NiCE Cognigy’s intelligent AI Phone Agent and modernize customer experience. Most importantly, the NiCE EU Sovereign Cloud, purpose-built for highly regulated sectors, meets EU data sovereignty standards regarding personal data protection and data residency.

For NiCE, the latest AOK PLUS deal is the perfect example of the “land, expand, and cross-sell” strategy that NiCE has kicked into overdrive since its Cognigy acquisition. AOK came to NiCE through Cognigy, making it much easier for NiCE to pull them into the CXone universe.