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NICE (CXone Mpower / Enlighten)

Large incumbent contact-center-as-a-service platform with Enlighten AI and, following its 2025 acquisition of Cognigy, an integrated conversational/agentic AI stack.

Acquiredmedium confidenceVerified 2026-08-01

This is where the depth lives — everything below is evidence-graded

How the product is positioned

Large incumbent contact-center-as-a-service platform with Enlighten AI and, following its 2025 acquisition of Cognigy, an integrated conversational/agentic AI stack.

Our summary of the vendor’s positioning — verbatim claim not yet recorded

What we found

Level 1 · assistive

Seeded at the rubric default. No independent evidence of end-to-end task completion has been reviewed yet, so the lowest grade applies until it is.

Any human checkpoint here is a product setting, not a regulatory requirement — confirm how it is configured for your deployment.

Graded 2026-08-01 · re-check 2026-11-01

Procurement detail

Deployment
saasvendor documentation
Compliance
SOC 2 · PCI DSS · HIPAA · ISO 27001report dates not disclosed — request before signing
Integrations
Salesforce claim unverifiedMicrosoft Dynamics claim unverifiedCognigy conversational AI claim unverified
Pricing
customCustom/quote-based; no published per-seat or per-resolution rate card found.
Human checkpoint
Requiredproduct setting
Named customers
Mercedes-Benz, Nestlé, Lufthansa Group (via Cognigy)from cited sources

Will they still be here?

Acquired
Funding
NASDAQ: NICE. Acquired Cognigy for ~$955M-995M, deal closed September 8, 2025.
Founded
1986
HQ
Hoboken, USA / Ra'anana, Israel
Ownership
NASDAQ: NICE. Acquired Cognigy for ~$955M-995M, deal closed September 8, 2025.

Sources

Logo retrieved 2026-08-01from the vendor’s own site · trademark of NICE Ltd.

Where it’s weak

Integration of Cognigy into CXone Mpower is still in progress as of early 2026; custom pricing makes cost comparison difficult; legacy platform complexity vs. newer AI-native entrants.

Corrections

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