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NICE Announces Agreement to Acquire Cognigy for AI-First Customer Experience

The Brief: NICE has confirmed it will acquire Cognigy, a global provider of conversational and agentic AI, to strengthen its AI-first approach to customer experience. The agreement integrates Cognigy’s AI platform with NICE’s CXone Mpower, enhancing the deployment of AI agents across customer service and internal operations. Cognigy supports multilingual service delivery across digital channels, serving enterprise clients such as Lufthansa Group, Nestlé, and Mercedes-Benz. The acquisition is valued at around $955 million, with $50 million held back under a time-bound structure. It is expected to close in the final quarter of 2025, subject to regulatory clearance. NICE will finance the deal using available funds. Financial advisors Jefferies LLC and Qatalyst Partners supported NICE and Cognigy’s sellers, respectively.

Read full details of the announcement about NICE’s acquisition of Cognigy at nice.com.

Logos of NICE and Cognigy with text stating NICE to acquire Cognigy to advance AI-first customer experienceSource: NICE

NICE Announces Agreement to Acquire Cognigy for AI-First Customer Experience

Analyst Perspective: NICE is advancing its focus on AI-first customer experience through the strategic acquisition of Cognigy. The combined technologies will allow organizations to deploy adaptive AI agents that operate independently across workflows, enhancing both responsiveness and scalability.

This move gives NICE a stronger foundation to meet enterprise demand for integrated AI platforms. Through  consolidating human and AI service processes under a unified system, NICE can help clients accelerate automation without compromising interaction quality or customer satisfaction.

The ability to deliver personalized, multilingual service across channels strengthens the global appeal of the offering. NICE’s established infrastructure, paired with Cognigy’s agentic AI, positions the company to expand both in functionality and geographic reach. As enterprise adoption of AI increases, the enhanced CXone platform is set to deliver a more comprehensive AI-first customer experience.

Enhancing CXone Mpower with Advanced AI Capabilities

NICE’s decision to integrate Cognigy’s AI into its CXone Mpower platform aims to accelerate automation in customer experience. This combination is designed to enable businesses to implement AI agents that can handle tasks traditionally performed by human agents, across both front-end and back-end operations. The unified system is expected to support real-time interactions, improve response accuracy, and increase the overall efficiency of customer service. With support for over 100 languages and channel flexibility, Cognigy’s AI expands the reach and utility of the existing CXone platform.

Strategic Details and Timeline of the Transaction

The total transaction value stands at roughly $955 million, inclusive of a $50 million holdback consisting of cash and shares. NICE will use its available cash to fund the acquisition. The transaction was approved by NICE’s Board of Directors and is subject to regulatory clearance. Closing is projected for the fourth quarter of 2025. The structure of the deal reflects both the strategic value of Cognigy and the expected financial contribution it will make to NICE’s long-term growth. The anticipated growth in recurring revenue is part of what makes this acquisition a key strategic step.

Expanding Reach and Strengthening AI Market Presence

Cognigy’s client base includes recognized international companies across industries, highlighting the platform’s adaptability and global application. Through this acquisition, NICE gains access to new markets while increasing the scalability of its CX solutions. The move supports NICE’s aim to combine AI precision with service continuity by providing a platform that integrates automation without sacrificing personalization. The partnership also adds enterprise-grade multilingual capabilities, further enhancing NICE’s offering to global organizations aiming to modernize their service operations with AI.

Conclusion: Supporting AI-First Strategies in Customer Experience

NICE’s acquisition of Cognigy reinforces its commitment to delivering an AI-first approach to customer experience. The integration will help streamline AI agent deployment, improve multilingual service accessibility, and simplify how businesses orchestrate intelligent support across customer journeys. Cognigy’s existing success with enterprise clients supports the credibility of this combined solution. Through leveraging their combined technologies, NICE is positioned to offer a single platform that enables organizations to manage both AI-driven and human interactions efficiently. As enterprises prioritize operational scale and intelligent service delivery, this acquisition supports a clear path toward faster AI adoption and improved customer engagement outcomes.

Who Benefits from This Strategic Move?

Enterprises with large-scale contact centers will benefit most from this acquisition. The integration of Cognigy’s AI agents into NICE’s CXone platform allows these organizations to automate routine inquiries while maintaining service quality. Businesses operating in multiple regions or languages will also gain from Cognigy’s multilingual and channel-flexible capabilities. Customer experience teams looking to streamline operations, reduce support costs, and free human agents for higher-value tasks will find value in this unified solution. Additionally, companies pursuing digital transformation strategies can implement AI-first customer experience models faster and more effectively through this combined offering.