Acquiring Cognigy in a $955 Million Transaction for Enhanced AI-Powered Customer Interaction Experience
In a strategic move, NiCE, a leading AI-driven customer experience (CX) provider, has announced the acquisition of Cognigy, a renowned provider of conversational and agentic AI solutions. This transaction is set to fast-track NiCE's AI innovation agenda and establish a new standard for customer experience in the AI era.
According to Scott Russell, CEO of NiCE, this acquisition will accelerate Cognigy's growth, offering immense opportunities for its customers and employees. NiCE's global reach, deep expertise, and relentless focus on innovation are expected to propel Cognigy forward.
Cognigy.AI allows enterprises to deploy AI agents that provide human-like service in over 100 languages. Integrating this technology with NiCE's CXone Mpower platform aims to create a unified system that automates customer interactions end-to-end, streamlines contact center applications, and expands NiCE’s global AI-powered customer experience offerings for enterprise clients.
The acquisition strengthens NiCE’s portfolio with Cognigy’s enterprise-grade conversational and agentic AI technology, recognized as a market leader and validated by Gartner and Forrester. It also allows NiCE to quickly innovate and scale AI solutions within its existing CX ecosystem, boosting automation across voice and digital channels for contact centers.
Cognigy's skilled team and technology will enhance NiCE’s global market reach and AI capabilities. The leadership at Cognigy will continue in key roles post-acquisition, signaling a consolidation trend in the AI-first CX market, where leading players seek to reduce the complexity of multiple contact center systems by offering a unified AI-powered platform.
The impact on the AI-first customer service market is expected to be significant. Enterprises adopting AI in customer service can expect more seamless and intelligent automation powered by the combined platforms. NiCE’s move may drive faster AI adoption industry-wide, raising the bar for customer experience standards with agentic AI that can proactively manage and optimize interactions.
The unification of conversational and agentic AI offerings under NiCE’s established customer base accelerates innovation and competitive differentiation in the AI-driven CX space. The deal, valued at approximately $955 million, is expected to close in the fourth quarter of 2025, pending regulatory approvals.
NiCE serves major brands such as Mercedes-Benz, Nestlé, and Lufthansa Group, and together with Cognigy, they are uniquely positioned to shape the future of customer experience, uniting the best of trusted AI and human interactions. The acquisition brings a market leader in enterprise-grade conversational and agentic AI into NiCE, and the combined entities are creating game-changing value for customers, partners, and shareholders.
[1] NiCE Press Release
[2] TechCrunch Article
[3] Forbes Article
- This acquisition by NiCE, a leading AI-driven customer experience provider, of Cognigy, a conversational and agentic AI solutions provider, will bolster NiCE's AI innovation and set a new standard for AI-era customer experience.
- Integration of Cognigy's AI technology with NiCE's CXone Mpower platform aims to create a unified system, enabling more seamless and intelligent automation in customer interactions, a significant development in the AI-first customer service market.
