NiCE Expands its Strategic Partnership With Salesforce

NiCE has expanded its strategic partnership with Salesforce, deepening the integration between NiCE CXone Mpower and Salesforce Service Cloud.

Building on their 2022 “Bring Your Own Telephony” collaboration, the companies will now enable “Bring Your Own contact centre,” incorporating customer-managed channels and NiCE’s workforce engagement management capabilities into the Service Cloud unified desktop.

Barry Cooper, President, CX Division, NiCE, said, “This renewed partnership with Salesforce marks more than just deeper integration, it signals a vision for the future of customer service.

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.”

NiCE also plans to join the Salesforce Zero Copy Partner Network, becoming the first in the contact centre space to connect interaction insights from CXone Mpower with Salesforce Data Cloud through a new bidirectional integration.

Kishan Chetan, Executive VP and GM Service Cloud at Salesforce, said, “Strengthening our partnership with NiCE will help organizations further provide deeply unified customer service experiences.

Together, we’re helping organizations move beyond channel silos and orchestrate intelligent, outcomes-driven interactions at scale, ultimately delivering greater value to our mutual customers through continued innovation.”

The enhanced integration allows service teams to access CXone Mpower’s orchestration engine, AI tools, and workforce solutions directly within Service Cloud, combining CRM data with contact centre intelligence.

This unified environment supports seamless handoffs between AI agents, human representatives, and supervisors, while maintaining full context of the customer journey, aiming to improve both customer experience and operational efficiency.

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About NiCE

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

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Author: Hannah Swankie
Reviewed by: Jo Robinson