How Cognizant and Docusign Will Boost Digital Transformation

Organisations are facing numerous challenges in our increasingly digital world, from the rise of AI and digital transformation to the complexity of cybersecurity. 

In an attempt to enhance customer experience and catalyse digital transformation, Cognizant and Docusign have expanded their strategic partnership to offer Intelligent Agreement Management (IAM) solutions.

Both companies aim to boost efficiency and satisfaction across customer lifecycles, streamline agreement processes for enterprise clients and deliver intelligent solutions for global digital workflows.

Cognizant will offer customer support services for Docusign, such as assistance with billing inquiries, technical support and eSignature. 

Kelly Morgan, Chief Customer Officer at Docusign, says: “We are thrilled to expand our partnership with Cognizant.

“Together we have the opportunity to expedite the advancement of our Docusign IAM platform and deliver more intelligent and efficient solutions to our customers.

“Cognizant's expertise in AI and digital transformation will empower us to continue driving innovation and effectively address the ever-changing demands of our customers.”

The impact of Intelligent Agreement Management (IAM)

IAM will have a transformative impact on customer outcomes and technological performance across both organisations. 

The solution will streamline and automate agreement-related processes, including contract generation, approval, renewal and execution. 

This will help to accelerate cycle times, cut manual work and free up internal resources across client organisations.

Cognizant can utilise IAM’s ability to enable support teams to access real-time agreement data, status and history to easily resolve technical issues and enquiries. 

IAM platforms like Docusign’s can be applied to several industries and systems. This flexibility will allow Cognizant to ensure that onboarding is aligned with each customer’s business goals. 

IAM cuts friction in approvals, document handling and support requests to create a smoother end-to-end customer journey. 

The centralised data offered by IAM platforms will also support future innovations, such as contract analysis tools, integration with AI chatbots and blockchain for auditability. 

By utilising Intelligent Agreement Management, Cognizant and Docusign can offer more compliant, scalable and data-informed solutions. 

Not only does it simplify digital transformation and strengthen customer relationships, but it will also help lay the foundation for more intelligent business operations across several industries.

Anurag Sinha, Senior Vice President and Business Unit Head of Communications, Media and Technology at Cognizant, says: “Our collaboration with Docusign allows us to help them improve service performance and provide a superior customer experience.

“By introducing advanced digital solutions, we are optimizing service delivery and ensuring Docusign's customers receive the support they need.”

Strategic value to the technology industry

Cognizant and Docusign’s expanded partnership will redefine how businesses treat automation, digital workflows and customer support.

This strategic partnership will help to:

• Raise the standard for IAM: Cognizant’s expertise in AI and digital transformation will be combined with Docusign’s IAM to showcase how businesses can automate complex agreement processes with ease. This will set a new standard for smart integrations with ERPs, CRMs and service platforms and AI-led agreement insights. 
• Accelerate AI-led service delivery: The partnership will showcase how businesses can embed automation in back-office functions, utilise AI in ticket resolution and predictive support and create intelligent customer experiences. 

• Promote integrated ecosystems: The focus on system integration mirrors the industry demand for interoperability. This will encourage tech companies to enable seamless connections across business functions, focus on open APIs and modular solutions and support composable enterprise strategies.
• Catalyse growth in the agreement technology market: This partnership will point to rising enterprise demand for intelligent contract management, a shift from standalone eSignatures to full agreement lifecycle platforms and a broader market opportunity for vendors in the IAM and legaltech automation spaces. This could enhance innovation in the agreement technology market.

Cognizant and Docusign will help alter the future of service automation, agreement intelligence and digital integration. 

Not only will they help to enhance customer support standards and the use of Intelligent Agreement Management (IAM), but they will also demonstrate AI’s role in service delivery and catalyse the future of digital transformation.

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