AOK Bayern Moves Contact Centre to NiCE Cloud

NiCE has announced that AOK Bayern, one of Germany’s largest statutory health insurance providers, has deployed NiCE CXone on the EU Sovereign Cloud.

The move supports customer service for more than 4.5 million insured members across Bavaria and reflects a wider shift among regulated organisations toward cloud-based CX platforms.

AOK Bayern is the first German public health insurer to migrate its contact centre operations to the cloud. The NiCE EU Sovereign Cloud is designed to meet European data protection and residency requirements, ensuring that customer information remains within the EU and complies with sector-specific regulations.

The new deployment replaces AOK Bayern’s on-premises contact centre systems with NiCE CXone, an AI-enabled platform that brings together voice, chat, email, and co-browsing in a single cloud environment. The platform is designed to support scale, security, and future service development.

As part of the rollout, AOK Bayern is also using NiCE Cognigy’s AI Phone Agent. The virtual agent greets callers, directs them to the correct department, and passes relevant context to human agents, helping to streamline the start of each interaction.

Following the migration, contact centre teams across 225 AOK Bayern locations now have access to tools for collaboration, workflow automation, and customer insight.

Members are supported through shorter wait times and more consistent service across channels. Embedded analytics and AI also allow AOK Bayern to monitor performance and identify opportunities to improve service delivery.

“With NiCE, we’ve taken a major step forward in modernizing our customer service while maintaining the highest standards of data protection and compliance,” said Dr. Thomas Pöppe, Chief Information Officer & Chief Digital Officer, AOK Bayern.

“The platform empowers our employees to work more efficiently and provides our members with faster, more seamless experiences. It also positions us to expand our use of AI and analytics to further improve service quality in the future.”

“AOK Bayern’s successful deployment of NiCE CXone on the EU Sovereign Cloud marks a milestone for Germany’s healthcare sector,” said Darren Rushworth, President, NiCE International.

“Developed to meet the strictest EU data sovereignty standards, the CX AI platform enables organizations like AOK Bayern to combine secure, compliant operations with intelligent automation.

The result is a more seamless experience for customers and more empowered agents, all while maintaining the highest standards of data protection.”

The NiCE EU Sovereign Cloud is designed for organisations in regulated sectors such as healthcare and public administration. It combines the CXone platform with security and compliance controls to support data protection and EU data residency requirements.

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Author: Hannah Swankie
Reviewed by: Robyn Coppell