HOBOKEN, NEW JERSEY – NiCe recently acquired Cognigy, a recognized leader in enterprise-grade conversational AI.
This partnership will bring together Cognigy’s AI-powered customer service agents and NiCE’s CXone Mpower to transform organizations by scaling their CX services. Cognigy’s AI agents will be enriched with NiCE’s centralized service data platform and tools, providing them with co-pilots and automated workflows that will enhance their interaction with customers.
Cognigy will be made available as part of the CXone Mpower platform and as a standalone service. Conversational AI’s integration with CXone Mpower is designed to deliver more intelligent experiences and seamless processes across customer touch points.
Why This Matters
This move highlights an impactful AI & CX Innovation by industry leaders. NiCE has taken a firm step toward embedding AI into mainstream CX delivery, raising the bar for other competitors. More than anything, this signals that AI-first operations are indeed becoming the new standard.
With NiCE and Cognigy’s partnership, the BPO industry shifts toward value creation by leveraging AI automation and intelligence. It validates AI as the next growth driver in CX solutions as it sets new client expectations. This will push the industry to invest in AI platforms, upskilling initiatives, and AI-centered partnerships.
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 realization 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.
— Scott Russell, NiCE CEO
