Hoboken, N.J., September 8, 2025 – NiCE Ltd. (Nasdaq: NiCE ), a global provider of AI-powered customer-experience solutions, has officially closed its acquisition of Cognigy, a conversational and agentic AI leader, following regulatory approvals. This deal unites NiCE’s CXone Mpower platform with Cognigy’s advanced AI to create a more integrated, data-rich CX offering.
What’s in the Deal
- NiCE had announced its intention to acquire Cognigy in late July 2025 for approximately $955 million, including a $50 million holdback in cash and shares.
- The acquisition marks NiCE’s largest purchase in its 40-year history, reflecting its shift toward an AI-first customer-experience strategy.
What It Means for Customers
1. Tighter AI Integration
NiCE stated that bringing Cognigy into its CXone Mpower platform will enable native AI integration, eliminating the need for separate third-party solutions. According to the company, this tighter integration is designed to simplify architecture, improve data flow, and accelerate deployment for enterprise customers. Cognigy added that its platform’s deep AI capabilities will enhance the overall scalability and flexibility of CXone.
2. Agentic, Multilingual AI at Scale
Cognigy’s AI platform supports over 100 languages and enables businesses to deploy virtual agents that think, adapt, and act autonomously, what we call agentic AI. Brands such as Nestlé, Mercedes-Benz, Lufthansa, DHL, and Toyota have already deployed Cognigy successfully.
3. Improved Outcomes
NiCE highlighted that the addition of Cognigy strengthens its ability to deliver end-to-end CX automation, connecting both front- and back-office processes. Cognigy confirmed that its platform will remain available as a standalone solution, giving enterprises the option to adopt its AI technology independently or as part of NiCE’s broader ecosystem.
4. Stronger European Reach, Compliance Posture
Cognigy’s European base, especially in Düsseldorf, brings regional depth and regulatory alignment. Maintaining the Cognigy brand intact may help preserve this European appeal.
Market Impact & Industry Implications
NiCE described the acquisition as a step toward embedding AI natively within CX platforms, reducing the need for third-party integrations and creating a more seamless environment for enterprises. By combining Cognigy’s conversational and agentic AI with the CXone Mpower platform, NiCE aims to deliver a more comprehensive, AI-driven solution that spans the entire customer journey.
For Cognigy, joining NiCE expands the reach of its multilingual AI capabilities, enabling broader enterprise adoption and global scalability. NiCE also reported that the transaction has been well received by investors, reinforcing confidence in its AI-first CX strategy.
What’s Next
In the short term, Cognigy will remain available as a standalone offering alongside its integration into CXone Mpower. Over time, expect packaged, vertical-specific bundles (e.g., finance, telco, government) offering clear ROI based on proven use cases.
Philipp Heltewig, former CEO and co-founder of Cognigy and now General Manager of NiCE Cognigy, said the combined entity is well-positioned to innovate, scale worldwide, and redefine what’s possible in CX. Scott Russell, CEO of NiCE, framed this as a landmark leap accelerating AI adoption in customer experience.
Bottom Line
NiCE’s acquisition of Cognigy is a strategic, bold move. It fortifies NiCE’s platform with native, agentic AI, adds multilingual support, enhances deployment speed, and strengthens European reach. For CX leaders, this matters because it moves AI from bolt-on to built-in, and from theoretical promise to operational capability.