NiCE has finalised its acquisition of Cognigy, integrating enterprise conversational and agentic AI capabilities into its customer experience platform and broadening the company's global AI deployment.
According to NiCE, the acquisition followed the completion of all necessary regulatory processes and is intended to accelerate the adoption of artificial intelligence solutions for customer experience, both in the front and back office functions of organisations worldwide.
The integration will see Cognigy's conversational and agentic AI technologies merged with NiCE's CXone Mpower platform. The company also stated that Cognigy's technologies will continue to be offered as a standalone solution, providing options for organisations needing flexible deployment models.
AI at scale
NiCE claims that by combining Cognigy's AI with its purpose-built customer experience models, businesses will be able to implement AI-powered customer solutions at a greater scale and at faster speeds. This is expected to support a range of customer interactions, from contact centre operations through to more intricate enterprise workflows.
Both companies have been identified as industry leaders by analyst groups including Gartner, Forrester, and IDC, with their capabilities being described as third-party validated and trusted by the market.
The announcement highlighted that NiCE's global distribution network encompasses over 25,000 customers, presenting Cognigy's AI technologies to a broad base of enterprises. The intention is that these capabilities will enable organisations to deliver more intelligent and seamless interactions with their customers across multiple channels and touchpoints.
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