NiCE completes Cognigy deal to boost global AI customer experience
NiCE has finalised its acquisition of Cognigy, integrating enterprise conversational and agentic AI capabilities into its customer experience platform and broadening the company's global AI deployment.
According to NiCE, the acquisition followed the completion of all necessary regulatory processes and is intended to accelerate the adoption of artificial intelligence solutions for customer experience, both in the front and back office functions of organisations worldwide.
The integration will see Cognigy's conversational and agentic AI technologies merged with NiCE's CXone Mpower platform. The company also stated that Cognigy's technologies will continue to be offered as a standalone solution, providing options for organisations needing flexible deployment models.
AI at scale
NiCE claims that by combining Cognigy's AI with its purpose-built customer experience models, businesses will be able to implement AI-powered customer solutions at a greater scale and at faster speeds. This is expected to support a range of customer interactions, from contact centre operations through to more intricate enterprise workflows.
Both companies have been identified as industry leaders by analyst groups including Gartner, Forrester, and IDC, with their capabilities being described as third-party validated and trusted by the market.
The announcement highlighted that NiCE's global distribution network encompasses over 25,000 customers, presenting Cognigy's AI technologies to a broad base of enterprises. The intention is that these capabilities will enable organisations to deliver more intelligent and seamless interactions with their customers across multiple channels and touchpoints.
With the combined technology, NiCE expects that customer experience agents - whether AI-driven or human - will benefit from improved workflows, smarter decision-making, and more efficient deployment times, leading to outcomes described as more impactful for customers and businesses alike.
Industry perspectives
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.
The availability of Cognigy within the NiCE CXone Mpower suite and as an independent product aims to ensure that both current and future customers have access to advanced AI-powered capabilities according to their specific operating models and requirements. The integrated solutions are positioned to help organisations adapt to increasing demands for digital transformation in customer service and engagement.
NiCE and Cognigy will continue to serve existing customers while leveraging their joint expertise to deliver new functionalities and deployment options. The announcement framed this partnership as a way of accelerating AI adoption and the generation of business value for enterprise clients on a global scale.
Scott Russell, CEO of NiCE, commented on the significance of the acquisition for the company's strategic direction and the broader AI-driven customer experience market.
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 realisation 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.
The company stated that it would continue to support all existing Cognigy and NiCE customers, as well as encourage wider access to the enhanced customer experience AI platform for organisations in over 150 countries.
