NiCE finalizes its acquisition of Cognigy, uniting two AI leaders to deliver smarter, faster, and seamless customer experiences through its CXone Mpower platform.
NiCE announced the successful closing of its acquisition of Cognigy, a recognized leader in enterprise-grade conversational and agentic AI, following receipt of all required regulatory approvals. This brings together two AI industry leaders, each with a proven track record of market leadership, innovation, and customer impact to accelerate AI adoption in customer experience across the front and back office.
By bringing together Cognigy’s AI and NiCE’s award-winning CXone Mpower CX AI platform, organizations of all sizes will transform how they deliver AI-powered customer experience. Cognigy conversational and agentic AI will be enriched with NiCE’s purpose-built CX AI models leveraging decades of CX intelligence, making agents smarter, deployments faster and outcomes more impactful. With this unified power, organizations can scale agentic and conversational AI at speed across CXone Mpower, delivering seamless, intelligent experiences across every customer touchpoint, from the contact center to enterprise-deep workflows.
Both NiCE and Cognigy are leaders in their respective categories for Gartner, Forrester and IDC. Their trusted, third-party-validated capabilities come together to drive AI-first customer experience. To ensure customers have the most flexibility and seamless access to these capabilities, Cognigy will be available both as part of 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 and now General Manager, NiCE Cognigy and Chief AI Officer. “With NiCE, we’re expanding our reach and joining forces with the leader in cloud CX to redefine what’s possible, all while continuing to serve our customers as a trusted partner for innovation, speed, and enterprise-grade AI.”
Scott Russell, CEO, NiCE, said, “With the completion of this acquisition, we are bringing together two AI market leaders to redefine the future of customer experience. Together, we are accelerating AI adoption and value realization for global enterprises by delivering one of the industry’s most powerful and comprehensive customer experience platforms leveraging CX models and agentic and human agents powered by decades of CX purpose-built data and insights. We are committed to delivering connected, seamless and intelligent customer experiences around the world.”
