NiCE Completes $955 Million Cognigy Acquisition

NiCE has announced that it’s completed its acquisition of Cognigy.

The $955 million agreement combines Cognigy’s AI capabilities with NiCE’s CXone Mpower platform, aiming to expand the use of AI in customer experience across front- and back-office operations.

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.”

The combined offering will connect Cognigy’s conversational AI with NiCE’s customer experience models, designed to streamline deployments, enhance agent performance, and support enterprise-wide automation.

Customers will be able to access Cognigy both through the CXone Mpower platform and as a standalone solution.

Both companies are recognized by analysts such as Gartner, Forrester, and IDC for their positions in the AI and customer experience markets, bringing together validated expertise to support AI-driven customer engagement.

“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.”

We’ll update more on this breaking news as it comes in.

Reviewed by: Jo Robinson