NiCE, founded in the late 1980s to provide recording technology for the nascent call center industry, made an acquisition this week that bolsters its core customer service offering. The Hoboken, N.J.-based automation technology provider said it has acquired Cognigy in a deal valued at $955 million.
NiCE said it will integrate the German company’s conversational and agentic AI technology into its CXone Mpower platform, enabling users to deploy and orchestrate AI agents to enhance customer service.
“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. “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.”
Founded in 2016, Cognigy delivers human-like AI-based customer service in more than 100 languages. Mercedes-Benz, Nestlé, and the Lufthansa Group are current Cognigy customers. The deal is expected to close in the fourth quarter of 2025, pending regulatory approvals.
