Monday, September 29, 2025
NiCE has officially completed its acquisition of Cognigy, a recognized leader in enterprise-grade conversational and agentic AI. The deal, which closed after securing all necessary regulatory approvals, marks the union of two AI powerhouses with proven records of innovation, market leadership, and measurable customer impact. This milestone is set to accelerate the adoption of AI-driven solutions across both front- and back-office customer experience operations.
With this acquisition, NiCE integrates Cognigy’s advanced AI technology into its award-winning CXone Mpower platform. The combination promises to revolutionize how organizations deliver AI-powered customer interactions. Cognigy’s conversational and agent-based AI will now be even more powerful, thanks to NiCE’s CX AI models built on decades of real-world industry experience. This fusion enables businesses to empower their agents with smarter tools, accelerate deployment speed, and deliver more impactful outcomes.
Contact Center Technology Insights: $1.5B Genesys Deal: 3 Hot Takes on SN & Salesforce's Move
By uniting these capabilities under CXone Mpower, enterprises of all sizes can scale conversational and agentic AI more rapidly. The result is seamless, intelligent engagement across every customer touchpoint from frontline contact centers to deep enterprise workflows.
NiCE and Cognigy already hold leadership positions in analyst evaluations by Gartner, Forrester, and IDC, giving customers confidence in their third-party validated capabilities. To ensure flexibility, Cognigy’s solutions will remain available as both a standalone product and as part of the unified CXone Mpower platform, allowing businesses to adopt AI at their own pace and scale.
Contact Center Technology Insights: Hyro Launches AI-Powered Proactive Px™ to Manage OBBBA Coverage
“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 of NiCE, emphasized the broader impact of the acquisition: “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.”
Contact Center Technology Insights: Elite Supplements Chooses Coveo AI for Commerce Success
The acquisition not only positions NiCE as a frontrunner in AI-first customer engagement but also provides enterprises with a robust, future-ready platform to meet rising customer expectations. By combining NiCE’s CX intelligence with Cognigy’s conversational AI, the partnership sets a new benchmark for delivering connected, adaptive, and human-centric digital experiences at scale.
To join our expert panel discussions, reach out to sudipto@intentamplify.com
Tags:
ProNexis, a leading home services platform, now offers seamless AI integration through its new partnership with Connex AI to boost sales and support.
RingCentral acquires CommunityWFM to enhance its RingCX® platform with AI-driven workforce management, boosting efficiency and improving the agent experience.
