NiCE, a global leader in AI-driven customer experience solutions, has announced a definitive agreement to acquire Cognigy, a conversational and agentic AI specialist, in a transaction valued at around $955 million. This acquisition will merge NiCE’s CXone Mpower platform with Cognigy’s enterprise-grade AI agents, enabling automation of customer service workflows across both front- and back-office functions. Cognigy’s AI, available in over 100 languages and deployed at brands like Mercedes‑Benz, Nestlé, and Lufthansa, is expected to continue strong growth—projected at roughly 80% ARR increase in 2026. The deal includes a time‑bound holdback component (~$50 M holdback with $25 M in cash and 158,000 American Depositary Shares) and is slated to close in Q4 2025, subject to regulatory approvals.
NiCE CEO Scott Russell described the move as a strategic leap forward in accelerating its AI innovation roadmap and expanding global AI adoption in enterprise customer experience. Cognigy Co‑Founder Philipp Heltewig echoed the excitement, highlighting the value NiCE’s scale and reach will bring to customers and partners. Industry analysts—reported by CX Today—view the acquisition as a catalyst for broader consolidation in CX AI, reinforcing NiCE’s control over orchestration layers, while extending its footprint in Europe via Cognigy’s roots in Germany. Integration aims to deliver seamless, AI-first CX experiences at scale for existing and new clients.
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