CX Specialist NiCE Buys AI Agent Firm Cognigy for $955m

In Hoboken, New Jersey, customer experience specialist NiCE has announced an agreement to acquire Cognigy, provider of an AI Agent platform for enterprise contact centers. The deal is expected to close in the fourth quarter of this year and values Cognigy at around $955 million.

NICE's CXone Mpower AI-powered platform automates customer engagement and delivers measurable improvement in performance across client organizations. The buy will allow it to integrate this with the Cognigy AI solution, which allows enterprises to deliver 'instant, hyper-personalized, multilingual service on any channel,' via customized AI agents. NiCE says it can then 'orchestrate AI agents seamlessly across the front and back office in a unified CX AI platform powered by purpose-built CX AI models.'

Philipp Heltewig (pictured), co-founder and CEO of Cognigy, says the deal brings 'immense opportunity' for his firm's customers and employees. Scott Russell, NiCE CEO comments: '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.'

Home page: www.nice.com . Cognigy, which was founded in Germany and today has headquarters in Düsseldorf and Dallas, is online at www.cognigy.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.