TLDR: NiCE has successfully completed its $955 million acquisition of Cognigy, a leader in conversational and agentic AI, following regulatory approvals. This strategic move aims to integrate Cognigy’s advanced AI solutions with NiCE’s CXone Mpower platform, accelerating AI adoption and redefining the future of customer experience by creating a comprehensive, AI-first CX ecosystem.
Hoboken, N.J. – September 8, 2025 – NiCE (Nasdaq: NICE) today announced the successful closing of its acquisition of Cognigy, an enterprise-grade conversational and agentic AI provider, for $955 million. The completion of the deal, which was initially announced in July and received all necessary regulatory approvals, marks a significant step towards transforming the customer experience (CX) landscape through advanced artificial intelligence.
This acquisition brings together two prominent AI industry leaders, combining Cognigy’s innovative AI capabilities with NiCE’s award-winning CXone Mpower CX AI platform. The unified entity is poised to accelerate AI adoption and enhance value realization for global enterprises by delivering one of the industry’s most powerful and comprehensive customer experience platforms.
Scott Russell, CEO of NiCE, emphasized the strategic importance of the merger, stating, “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.”
Cognigy’s conversational and agentic AI technology will be integrated into NiCE’s CXone Mpower platform, while also continuing to be offered as a standalone product. This integration will enrich Cognigy’s offerings with NiCE’s purpose-built CX AI models, leveraging decades of customer experience intelligence to make agents smarter, deployments faster, and outcomes more impactful. The combined capabilities are expected to enable organizations to quickly scale their adoption of agentic AI and develop more expansive contact resolution flows across front, middle, and back-office operations.
Philipp Heltewig, former CEO and co-founder of Cognigy, who now serves as General Manager of NiCE Cognigy and Chief AI Officer, commented on the future vision: “This accelerates our vision for AI-first customer experience. 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.”
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Cognigy currently serves over 1,000 enterprise brands, including major names like Adidas, Lufthansa, and Toyota, helping them establish and automate long-tail resolution flows. NiCE’s long-term vision also aligns with its existing partnerships with technology giants such as AWS, Salesforce, and Snowflake. The acquisition is expected to further solidify NiCE’s position in transforming customer experience through AI technology, automating engagements into proactive, safe, and intelligent actions across more than 150 countries worldwide.
