The Gist
Strategic acquisition move. NiCE is acquiring Cognigy to expand AI CX capabilities.Unified AI platform. The deal will merge conversational and agentic AI for enterprises.Enterprise impact focus. B2B organizations can expect accelerated AI adoption in customer experience.
NiCE today announced that it has entered into a definitive agreement to acquire Cognigy, a provider of conversational and agentic AI technology, in a deal valued at approximately $955 million. The acquisition is expected to close in the fourth quarter of 2025, pending regulatory approvals and customary closing conditions.
NiCE plans to integrate Cognigy’s AI tools into its CXone Mpower platform, with the goal of offering a unified system for automating customer interactions. Company executives say the move will help support AI-first service delivery across digital and voice channels.
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Impacted Audience for NiCE-Cognigy Acquisition
Enterprise contact center operatorsCX and IT leaders evaluating AI for customer serviceOrganizations pursuing automation across service operations
AI in Contact Center Accelerates, But Legal Questions Remain
The acquisition comes amid growing demand for AI-driven customer experience technologies. Enterprises are increasingly looking to automate both front and back-office functions, but legal and compliance risks continue to limit broader adoption of generative AI in customer-facing applications.
NiCE, which recently rebranded as an “AI company” under CEO Scott Russell, has reported growing demand for its CXone Mpower platform. In Q1 2025, the company noted a 12% increase in cloud revenue and said the Mpower platform featured in all of its large AI-related contracts.
Despite advances in automation, industry studies suggest that 50%–60% of contact center calls are still transactional in nature. Legal concerns continue to slow deployment of generative AI in customer interactions, with one contact center executive telling analysts, “We can’t get this past the lawyers.”
However, enterprise interest is rising. Deloitte projects that by the end of 2025, one in four companies using generative AI will begin testing agentic AI pilots. Gartner estimates that by 2029, agentic AI could handle 80% of routine customer service tasks and cut costs by up to 30%.
This is a landmark moment for NiCE, a strategic move that fast-tracks our AI innovation agenda and sets a new standard for customer experience in the AI era.
— Scott Russell, CEO of NiCE
Combined Platform Capabilities
Capability Description Multilingual Support Available in over 100 languages across channels AI Agents Autonomous agents that adapt and act independently Unified CX Platform Integration of front and back office operations Purpose-built CX AI Models Specialized AI designed for customer experience Real-time Agent Support AI assistance for human contact center employees
NiCE Background
NiCE, founded in Ra’anana, Israel in 1986, is a customer experience technology company that provides a unified cloud platform, CXone Mpower, which manages customer interactions across all channels — from voice to digital and AI chatbots — processing tens of millions of conversations daily.
The company serves a diverse customer base including Fortune 100 companies and thousands of businesses worldwide across over 30 countries, offering comprehensive contact center solutions with purpose-built AI, digital-first experiences and workforce engagement management. NiCE has received significant analyst recognition, including being named a Leader in the Gartner Magic Quadrant for Contact Center as a Service for the 10th consecutive year and recognized as a Leader in the Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025 report.
Cognigy Background
Philip Heltewig and Sascha Poggemann founded Cognigy in Dusseldorf, Germany in 2016 to provide an AI platform for enterprise contact centers, focused on deploying conversational and agentic AI to support customer service operations. Its core offering, Cognigy AI, enables automated, multilingual interactions across channels, with integration of real-time assistance for human agents.
The company serves a global client base across industries including automotive, logistics and consumer goods. Notable customers include Bosch, Nestlé, DHL, Frontier Airlines, Lufthansa Group, Mercedes-Benz and Toyota.
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