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NiCE, a global leader in AI-powered customer experience solutions, has announced a definitive agreement to acquire Cognigy, a market leader in conversational and agentic AI, for approximately $955 million. This strategic acquisition, announced on July 28, 2025, integrates NiCE’s CXone Mpower platform with Cognigy’s advanced AI capabilities, enabling organizations to accelerate AI-first customer service delivery across front and back offices.
NiCE to acquire Cognigy for $955 million, closing expected in Q4 2025.
Combines NiCE’s CXone Mpower with Cognigy’s conversational AI platform.
Cognigy.AI supports over 100 languages and serves brands like Mercedes-Benz.
Acquisition aims to enhance AI-driven customer experience solutions.
Expected to drive 80% ARR growth for Cognigy in 2026.
Strengthens global market expansion for AI-first customer service.
NiCE’s acquisition of Cognigy unites its CXone Mpower platform with Cognigy’s enterprise-grade conversational and agentic AI technology. Cognigy.AI enables businesses to deploy AI agents that operate autonomously, delivering personalized, human-like service across multiple channels in over 100 languages. This move enhances NiCE’s ability to provide scalable, AI-driven customer experience solutions, streamlining operations for enterprises worldwide.
“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,” said Scott Russell, CEO of NiCE. The acquisition is expected to accelerate global AI adoption and expand NiCE’s presence in new markets.
Cognigy’s flagship platform, Cognigy.AI, powers AI agents that handle high-volume customer interactions with precision and personalization. Serving top-tier brands like Mercedes-Benz, Nestlé, and Lufthansa Group, Cognigy has demonstrated success in automating complex processes, such as handling 10,000 airline rebookings in minutes. Its platform is projected to achieve an estimated 80% annual recurring revenue (ARR) growth in 2026, reflecting its strong market position.
Philipp Heltewig, Co-Founder and CEO of Cognigy, added, “This transaction represents a pivotal step forward for Cognigy, one that brings immense opportunity for our customers and employees. NiCE is an exceptional organization whose global reach, deep expertise, and relentless focus on innovation will accelerate our growth and enhance the value we bring to our customers and partners.”
The integration of Cognigy’s AI technology with NiCE’s CXone Mpower platform creates a unified CX AI solution, enabling seamless orchestration of AI agents across front and back office operations. This allows human agents to focus on high-value interactions while AI handles routine tasks, improving efficiency and customer satisfaction. The acquisition aligns with NiCE’s mission to deliver purpose-built AI solutions that empower organizations to meet evolving customer expectations.
The transaction, unanimously approved by NiCE’s Board of Directors, is expected to close in Q4 2025, subject to regulatory approvals. NiCE’s global reach and Cognigy’s advanced AI capabilities position the combined entity to lead the future of AI-first customer experience, delivering measurable value to customers and stakeholders.
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
Cognigy is transforming the customer service industry with its leading advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time. Over 1,000 brands worldwide trust Cognigy and its vast partner network to create AI customer service agents for their contact center. Cognigy's impressive worldwide customer portfolio includes Bosch, Nestlé, DHL, Frontier Airlines, Lufthansa Group, Mercedes-Benz and Toyota.
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