Rating certificate · AW/26-09/68926 Sept 2026
Not enough evidence
NiCE Cognigy
NiCE (acquired Cognigy GmbH) · Business & sales agents
The Register / Business & sales agents / NiCE Cognigy
Register entry · Business & sales agents · updated 26 Sept 2026
NiCE Cognigy
Cognigy is an enterprise platform for building and running AI agents for customer service across voice, chat and messaging, with agent-copilot and knowledge features aimed at contact centres. NiCE acquired Cognigy in September 2025 and sells it both standalone and as part of CXone Mpower. It runs on Kubernetes and ships numbered releases roughly every two weeks.
Acquired. NiCE completed its acquisition of Cognigy on 2025-09-08. The product continues as 'NiCE Cognigy', available standalone and within NiCE's CXone Mpower platform.
What reviewers and users praise
- Named a Leader in the Forrester Wave for Conversational AI Platforms for Customer Service, Q2 2026
What they criticise
- Gartner's July 2026 Magic Quadrant moved it from Leader to Visionary, flagging post-acquisition roadmap risk (CX Today summary)
Experts vs the crowdneeds both scores
Experts—
Crowd—
| Price | Custom |
|---|---|
| Use it via | Web app, Chat apps, API |
| Runs on | web |
| Licence | proprietary |
| Updated | Evidence collected 26 Sept 2026 |
How the rating was worked out
Weights for Business & sales agents: adoption 25%, experts 40%, crowd 35%. Fewer than two pillars have enough evidence. The method.
| Adoption & momentumweight 25% | — | No public reach signal found |
|---|---|---|
| Expertsindependent reviews · weight 40% | — | No independent reviews found |
| Crowdcommunity sample · weight 35% | — | Only 0 community items sampled (6 needed) |
| Rating | — | Not rated: fewer than two pillars have enough evidence. |
Trust & safety
Seven dimensions graded A–D from documented facts. Overall: not enough data.
n/e
Permission model
Rubric does not map cleanly to a contact-centre agent platform; not reviewed.
n/e
Data access scope
Not reviewed.
A
Data storage
Documentation covers installing Cognigy on Kubernetes clusters (self-managed deployment) in addition to NiCE-hosted SaaS. source
n/e
Data retention & training
Trust center (trust.cognigy.com) did not render for the fetcher; no training/retention statement verified. source
n/e
Incident history (24 months)
Not searched.
n/e
Compliance
Trust center did not render for the fetcher; certifications not verified. source
B
Transparency
Closed source with public documentation and versioned, dated release notes. source
The experts
2 named independent reviews found; dated reviews from the last 12 months are scored.
- positive
NiCE is a CCaaS and Workforce Engagement Management (WEM) leader, and Forrester recognizes the potential for Cognigy to apply its AI across NiCE's portfolio.
Forrester Research (Wave: Conversational AI Platforms for Customer Service, Q2 2026; summarised by CX Foundation) · 22 Apr 2026 · cxfoundation.com - mixed
The acquisition itself is flagged as a source of risk, specifically the potential for roadmap deviations
Gartner (Magic Quadrant for Conversational AI Platforms 2026; summarised by CX Today, Rhys Fisher) · 15 Jul 2026 · cxtoday.com
The crowd
0 coded posts.
Pricing
As published, checked 26 Sept 2026.
| Plan | Price | Notes |
|---|---|---|
| Enterprise | Custom | No public pricing; contact sales. |
Recent changes
Ranked alongside
Other ranked entries in Business & sales agents.
Sources
Every figure above traces to one of these, observed up to 26 Sept 2026.