NiCE announced the completion of its acquisition of Cognigy, a leader in conversational and agentic AI, after securing regulatory approvals. This move unites two industry leaders with strong innovation and proven market success, accelerating AI adoption in customer experience across front and back-office operations.
By combining Cognigy’s AI with NiCE’s award-winning CXone Mpower CX AI platform, enterprises can transform how they deliver AI-powered customer experience. Cognigy’s conversational and agentic AI gains further strength from NiCE’s purpose-built CX AI models. These models, backed by decades of CX intelligence, make agents more effective, deployments faster, and results more impactful.
With this integration, organizations can scale conversational and agentic AI quickly across CXone Mpower. As a result, businesses will deliver seamless and intelligent experiences across every touchpoint, from contact centers to enterprise workflows.
Cognigy to Operate Within CXone and Standalone
Both NiCE and Cognigy hold top positions in Gartner, Forrester, and IDC rankings. Their trusted and validated solutions now come together to create an AI-first customer experience. To provide flexibility, Cognigy will remain available both within the unified CXone Mpower platform and as a standalone offering.
“This accelerates our vision for AI-first customer experience,” said Philipp Heltewig, former CEO and co-founder of Cognigy, now General Manager, NiCE Cognigy and Chief AI Officer. “With NiCE, we expand reach, redefine CX, and continue serving customers with speed, innovation, and trusted enterprise-grade AI.”
NiCE CEO Scott Russell added, “By completing this acquisition, we unite two market leaders to reshape customer experience. Together, we accelerate AI adoption and deliver one of the most comprehensive CX platforms in the industry. With CX models, agentic AI, and human agents powered by decades of purpose-built data, we will deliver intelligent and connected customer experiences worldwide.”
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News Source: Businesswire.com
