MetriNote – NiCE Plans Cognigy Buy to Bolster Conversational AI, Agentics

Author: Robin Gareiss, CEO and Principal Analyst What's the news? July 28, 2025 – NiCE has announced plans to acquire industry-leading AI agent provider, Cognigy, for $955 million; regulatory approval is pending. Once the deal is finalized, NiCE plans to operate Cognigy as a separate business unit, selling the company’s technology as standalone products. But it also will integrate Cognigy into its CXone Mpower platform, creating a broad CX foundation with deep and sophisticated AI applications and analytics through both companies’ technologies. The deal, expected to close in fourth-quarter 2025, marks a bold move by NiCE’s new CEO Scott Russell to meet his aggressive growth goals. “When I joined the company, I was clear we were on a growth agenda, and it was an AI-first growth agenda,” Russell said during an analyst call to discuss the acquisition. Also during the call, NiCE CXone President Barry Cooper said NiCE plans to use Cognigy’s platform not only for the obvious customer-facing AI agents, but also to automate workflows between front, middle, and back offices.