ISG Software Research Analyst Perspectives

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for Topic: Cognigy

NiCE World: How Cognigy Looks One Year In

Posted by Keith Dawson on 07 July 2026

Ten years ago, NiCE acquired inContact, and, in the process, began a radical transformation from its core business as a workforce application provider into a full-blown CCaaS and platform provider. It was a transformation as audacious and (ultimately) as well-executed as any I’ve seen in this industry. Now it’s clear that buying Cognigy last year will turn out to be just as significant a bet on a... Read More

Topics: Governance, Contact Center, agent management, Intelligent Self-Service, Conversational AI, Customers and CX - Business & Technologies, Conversational Intelligence, Cognigy

NiCE Clarifies AI Strategy in Cognigy’s Wake

Posted by Keith Dawson on 12 November 2025

Analyst summits are not where software providers go to make news, it’s where they seek to clarify and validate what they’ve already done and lay out strategies for the future. October’s NiCE summit in Vienna was an opportunity to take stock of the enormous changes artificial intelligence (AI) has wrought in the service industry and put NiCE’s recent moves into context. It’s no exaggeration to say... Read More

Topics: automation, Contact Center, agent management, Customer Experience Management, CCaaS, Intelligent Self-Service, Customers and CX - Business & Technologies, Conversational Intelligence, NiCE, Cognigy