NiCE acquires Cognigy

NICE is acquiring Cognigy for approximately $955 million to combine its CXone Mpower platform with Cognigy’s conversational and agentic AI technology. The goal is to accelerate AI adoption across customer service by deploying AI agents throughout both front and back office operations.

“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. By bringing a market leader in enterprise-grade conversational and agentic AI into the fold, we are accelerating global AI adoption, expanding into new global markets, and creating game-changing value for our customers, partners, and shareholders. Together, we are significantly advancing the future of AI-first customer experience.” – Scott Russell, CEO of NiCE.

In a separate move, Staysure is leveraging NiCE’s CXone Mpower to streamline service and improve customer support across Europe. The platform connects channels like WhatsApp, SMS, chat, and voice, while AI tools assist agents in handling travel insurance inquiries more efficiently.

“In today’s digital-first world, NiCE’s CXone Mpower platform provides the flexibility and scalability essential for fuelling our growth, while cultivating a culture of continuous improvement. Its advanced AI ensures we’re not just meeting today’s digital demands but are also prepared for the evolving needs of the travelers of tomorrow by providing true end-to-end automation.” – Alistair Hadfield, COO, Staysure.