NiCE further intends to join the Salesforce Zero Copy Partner Network to enable the unification of contact centre interaction insights with CRM data through a new bidirectional Zero Copy integration with Salesforce Data Cloud.
NiCE has announced an expanded partnership with Salesforce to deliver AI-driven CXs through a deeper integration between NiCE CXone Mpower and Salesforce Service Cloud.
After launching Bring Your Own Telephony with Salesforce Service Cloud Voice in 2022, the companies will further invest in enabling Bring Your Own Contact Centre, inclusive of customer-managed channels and NiCE’s WEM capabilities in the Service Cloud unified desktop.
This expanded partnership adds new capabilities while laying the foundation for continued innovation and joint growth.
NiCE further intends to join the Salesforce Zero Copy Partner Network to enable the unification of contact centre interaction insights with CRM data through a new bidirectional Zero Copy integration with Salesforce Data Cloud.
This will provide customers with a shared data foundation between NiCE CXone Mpower and Salesforce Data Cloud that eliminates silos and unlocks data to accelerate AI-driven experiences across both platforms.
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Shared customers can use this integration to enable real-time AI-driven orchestration using the complete experience context. AI agents can operate with a complete, stateful understanding of the entire journey across self-service, live support, and fulfilment, including awareness of past actions, intent, and outcomes.
Through this collaboration, organisations can leverage CXone Mpower’s real-time orchestration engine, workforce augmentation solutions and purpose-built AI for CX seamlessly within Salesforce Service Cloud’s unified desktop for Service Reps.
This integration extends NiCE’s connected intelligence across Salesforce digital channels, cases, and interactions, delivering a streamlined, AI-first service experience.
By uniting Service Cloud’s CRM platform and AI assistance for service reps in the agent desktop with CXone Mpower’s intelligent CX automation and orchestration capabilities, joint customers gain a unified, intelligent service environment.
A conversation can start with an autonomous agent, transfer to a human rep with the transcript and Salesforce record preserved, and, if needed, escalate to a supervisor for real-time coaching.
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This approach enables seamless orchestration of customer journeys across touchpoints, supported by real-time decisioning, workflow automation, and personalised interactions to improve satisfaction and efficiency.
“This renewed partnership with Salesforce marks more than just deeper integration, it signals a vision for the future of customer service,” said Barry Cooper, President, CX Division, NiCE.
“Together, we will collaborate to help businesses move from disconnected touchpoints to intelligently orchestrated experiences that span the entire customer journey. As our partnership grows, so does our commitment to helping our mutual customers lead the way in AI-powered service.”
Kishan Chetan, Executive VP and GM Service Cloud at Salesforce, said, “Strengthening our partnership with NiCE will help organisations further provide deeply unified customer service experiences.”
“Together, we’re helping organisations move beyond channel silos and orchestrate intelligent, outcomes-driven interactions at scale, ultimately delivering greater value to our mutual customer through continued innovation.”
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