Latest news with #NiCECXoneMpower
Techday NZ
4 days ago
- Business
- Techday NZ
NiCE, Salesforce deepen AI partnership for unified service
NiCE has announced an expanded strategic partnership with Salesforce to integrate its AI-powered customer experience and orchestration technologies with Salesforce Service Cloud. The partnership involves a deeper integration between NiCE CXone Mpower and Salesforce Service Cloud, aimed at providing businesses with enhanced tools for customer service management and real-time orchestration across the customer journey. This builds on previous collaboration between the two companies and addresses the challenge of data silos between customer relationship management (CRM) and contact centre systems. Through this collaboration, organisations will benefit from the bidirectional Zero Copy integration with Salesforce Data Cloud, which enables the unification of contact centre interaction insights and CRM data on a shared data foundation. This integration is designed to eliminate data silos and facilitate AI-driven experiences that span both platforms, supporting real-time coordination and service delivery. NiCE will join the Salesforce Zero Copy Partner Network, marking what the company describes as the first bidirectional Zero Copy integration in the contact centre ecosystem. The companies intend for this integration to solve issues relating to fragmented customer data by enabling seamless orchestration of customer journeys involving automated agents, human agents, and supervisors, all operating within a single context. Customer journey orchestration By leveraging NiCE CXone Mpower's orchestration engine and workforce augmentation solutions within Salesforce Service Cloud's unified desktop, service representatives can access real-time customer and case data. This is expected to support AI-driven workflows and customer interactions across digital channels. A customer can now start an interaction through an autonomous agent, transition the conversation to a human service representative with full context, and bring in a supervisor for complex cases. The integration keeps conversation history and CRM records intact throughout the process, offering continuity and complete awareness of prior actions and customer intent. "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," said Barry Cooper, President, CX Division, NiCE. The partnership also brings together Salesforce Service Cloud's strengths in case management, digital channel support, and agent assistive AI with NiCE's orchestration capabilities. These combined features are targeted at supporting operational efficiency in contact centres, enabling workflow automation and personalised customer service at scale. Unified service environment Kishan Chetan, Executive Vice President and General Manager of 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 customer through continued innovation." The deepened partnership comes as both NiCE and Salesforce support a shared customer base numbering in the hundreds of thousands. The companies' shared goal is to drive improved satisfaction and outcomes for organisations looking to modernise and unify their service operations through AI and data orchestration. The expanded relationship follows earlier joint investments, such as the introduction of Bring Your Own Telephony with Salesforce Service Cloud Voice in 2022, and will now support Bring Your Own Contact Centre to further expand customer-managed channel options and workforce engagement management features. The NiCE and Salesforce expanded integration is expected to enhance the capabilities available to organisations for customer service management by providing a unified, AI-enabled environment. It will also allow AI agents to operate with contextual awareness across the full customer journey, including support, fulfilment, and case history, while enabling seamless transitions between bots, agents, and supervisors as needed.
Business Wire
4 days ago
- Business
- Business Wire
NiCE Deepens Partnership with Salesforce to Accelerate End-To-End Customer Service Workflow Orchestration
BUSINESS WIRE)-- NiCE (Nasdaq: NICE) today announced an expanded strategic partnership with Salesforce to deliver seamless, AI-driven customer experiences 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 Center, inclusive of customer managed channels and NiCE's leading WEM capabilities in the Service Cloud unified desktop. NiCE and Salesforce support a shared customer base of hundreds of thousands of users. This expanded partnership adds powerful new capabilities while laying the foundation for continued innovation and joint growth. NiCE further intends to join the Salesforce Zero Copy Partner Network as the first in the Contact Center ecosystem to enable the unification of contact center 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. Shared customers can use this integration to enable real-time AI-driven orchestration using complete experience context. AI agents can operate with a complete, stateful understanding of the entire journey across self-service, live support, and fulfillment, including awareness of past actions, intent, and outcomes. Through this collaboration, organizations can leverage CXone Mpower's real-time orchestration engine, industry-leading 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 industry-leading connected intelligence across Salesforce digital channels, cases, and interactions, delivering a streamlined, AI-first service experience. By uniting Service Cloud's robust CRM platform, renowned for advanced case management and extensive digital channel support, 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. If a customer begins their journey with an autonomous agent, they can seamlessly transfer their conversation to a human service rep with their entire transcript and Salesforce record intact and if the issue becomes even more complex a supervisor can access the conversation for real-time coaching. This is one example of how NiCE and Salesforce are enabling seamless orchestration of complex customer journeys across every touchpoint, with real-time decisioning, workflow automation, and personalized interactions that drive customer satisfaction and operational 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.' "Strengthening our partnership with NiCE will help organizations further provide deeply unified customer service experiences,' said Kishan Chetan, Executive VP and GM Service Cloud at Salesforce. 'Together, we're helping organizations move beyond channel silos and orchestrate intelligent, outcomes-driven interactions at scale, ultimately delivering greater value to our mutual customer through continued innovation.' 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. Trademark Note: NiCE and the NiCE logo are trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking Statements This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the 'Company'). In some cases, such forward-looking statements can be identified by terms such as 'believe,' 'expect,' 'seek,' 'may,' 'will,' 'intend,' 'should,' 'project,' 'anticipate,' 'plan,' 'estimate,' or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in general economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; rapid changes in technology and market requirements; the implementation of AI capabilities in certain products and services, decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or effectively integrating acquired operations; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security incidents; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, including those arising from political instability or armed conflict that may disrupt our business and the global economy; our ability to recruit and retain qualified personnel; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the 'SEC'). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
Business Wire
05-08-2025
- Business
- Business Wire
to Accelerate AI-Driven Customer and Employee Experiences
BUSINESS WIRE)-- NiCE (Nasdaq: NICE) today announced a renewed collaboration with RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered business communications, through a multi-year extension of their long-term agreement to market and sell RingCentral Contact Center ™, a proven, global solution for enterprise-grade customer engagement, powered by NiCE CXone Mpower. The extension builds upon the partnership NiCE and RingCentral have cultivated since 2015, and re-energizes the partnership in go-to-market, sales, onboarding, and post sales engagement. The extended partnership helps businesses transform and deliver AI-powered customer experiences. RingCentral is a recognized leader in cloud business communications, and named a Leader in the Gartner® Magic Quadrant for Unified Communications as a Service (UCaaS) report for 10 consecutive years. In addition, NiCE is a recognized industry leader in cloud contact center and CX, and named a Leader* in the Gartner® Magic Quadrant TM for Contact Center as a Service (CCaaS)** report for 10 consecutive years. Together, the two companies have a successful track record of offering a deeply integrated UCaaS and CCaaS solution. 'We're thrilled to extend our partnership with NiCE and double down on continuing to offer NiCE's renowned industry-leading CX platform powered by AI to RingCentral's enterprise customers,' said Vlad Shmunis, Founder, Chairman and CEO of RingCentral. 'Our customers greatly benefit from the integration of two recognized industry leaders that no other vendors are able to deliver. This partnership extension marks an important next chapter, and we look forward to working with the NiCE team offering our AI-powered integrated solution streamlining customer interactions and boosting overall efficiency.' 'RingCentral is a recognized leader in cloud business communications, and we're excited to work together to take our partnership with RingCentral to the next level – one defined by the seamless convergence of AI powered customer and employee experiences,' said Scott Russell, CEO of NiCE. 'The path ahead is about working together collaboratively to unlock more opportunities — and meet businesses wherever they are in their AI journey to modernize how they connect, collaborate, and serve their customers.' A key component of the extended partnership will be focused on re-energizing the channel partner ecosystem, where RingCentral Contact Center powered by NiCE CXone Mpower has long been recognized and sold successfully as a leading integrated solution. According to Joe Rittenhouse, Co-CEO of Converged Technology Professionals, Inc., 'The NiCE and RingCentral partnership extension is a significant win-win. We're great supporters of this partnership and have successfully sold and deployed many large enterprise deals based on their integrated UCaaS and CCaaS solutions. We look forward to the next steps and their focus on working together with us to make our clients super successful.' 'The past 10 years of the NiCE and RingCentral partnership has been an interesting journey, and one that has seen notable success. Few other vendors in the UCaaS and CCaaS market have been able to integrate that deeply and reach a level of success seen by this partnership, so I look forward to seeing what's next and how NiCE and RingCentral will help customers in their AI powered EX and CX journeys,' said Zeus Kerravala, Founder and Principal Analyst of ZK Research. For more information on RingCentral Contact Center, please visit: *NiCE recognized as inContact in 2015 and 2016, recognized as NiCE inContact in 2017, 2018, 2019 and 2020 and recognized as NiCE CXone in 2021. **Recognized in the Magic Quadrant for Contact Center as a Service, North America from 2015 to 2019. Gartner, Magic Quadrant for Contact Center as a Service, By Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024. Gartner, Critical Capabilities for Unified Communications as a Service, By Rafael Benitez, Megan Fernandez, Christopher Trueman, Pankil Sheth, 14 October 2024. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. About RingCentral RingCentral is a global leader in AI-powered business communications, contact center, conversational intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide. Visit to learn more. © 2025 RingCentral, Inc. All rights reserved. RingCentral, RingCentral Contact Center, and the RingCentral logo are trademarks of RingCentral, Inc. 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. Trademark Note: NiCE and the NiCE logo are trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking Statements This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Russell, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the 'Company'). In some cases, such forward-looking statements can be identified by terms such as 'believe,' 'expect,' 'seek,' 'may,' 'will,' 'intend,' 'should,' 'project,' 'anticipate,' 'plan,' 'estimate,' or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in general economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; rapid changes in technology and market requirements; the implementation of AI capabilities in certain products and services, decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or effectively integrating acquired operations; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security incidents; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, including those arising from political instability or armed conflict that may disrupt our business and the global economy; our ability to recruit and retain qualified personnel; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the 'SEC'). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
Yahoo
09-06-2025
- Business
- Yahoo
State Employees' Credit Union Transforms Member Experiences, Surpassing CSAT Goals in Just 6 Months with NiCE CXone Mpower
With NiCE's AI-driven platform, SECU also streamlined operations, enhanced collaboration and achieved breakthrough efficiency HOBOKEN, N.J., June 09, 2025--(BUSINESS WIRE)--NiCE (Nasdaq: NICE) today announced that State Employees' Credit Union (SECU), one of the largest credit unions in the U.S., serving over 2.8 million members, has transformed its member contact center experience and operational efficiency with NiCE CXone Mpower. By adopting an AI-driven, cloud-native platform, SECU has streamlined operations, enhanced workforce management, and leveraged automation to drive efficiency and improve service levels. Facing limitations with legacy infrastructure, SECU turned to NiCE's all-in-one platform to unify, automate, and optimize its contact center operations. The move enabled SECU to centralize service channels, enhance employee performance management, and implement real-time tracking for better decision-making and service delivery. With CXone Mpower's omnichannel capabilities and AI-driven automation, SECU has revolutionized its member service operations. The platform's user-friendly interface has empowered agents with seamless access to critical information, improving productivity and responsiveness while reducing call volumes and wait times. Having AI-powered intelligence at their fingertips has been instrumental in helping SECU improve training, identify performance opportunities, and enhance the overall member experience. Moreover, the platform's scalability ensures that SECU can integrate new AI and automation capabilities without disrupting existing infrastructure, enabling future growth. Key Outcomes from SECU's Transformation with CXone Mpower: Achieved 94%-member satisfaction and a net positive sentiment score since launch AI-driven call routing reduced wait times from 300 seconds to under 60 seconds 90% agent participation rate in AI-assisted workforce self-service tools Reduced manual administrative effort by 20% NiCE's Value Realization Services (VRS), played a key role in SECU's transformation by providing expert guidance to tailor CXone Mpower to the credit union's needs, ensuring seamless implementation and continuous optimization. "The transformation with NiCE has been a game-changer for us," said Jared Benesh, EVP of Member Experience at SECU. "We didn't piecemeal solutions; we chose a single, complete platform and now we're reaping the rewards. Since implementing CXone Mpower, we have achieved outstanding improvements and are ready to deliver even more exceptional experiences for members and agents with new capabilities and expanded AI-driven automation." "SECU's success highlights the power of taking a platform approach to enhance experiences and drive business transformation," said Barry Cooper, President, CX Division, NiCE. "Too many organizations fall victim to the 'Frankenstack'—disparate solutions stacked together without cohesion. When AI and automation are layered onto fragmented systems, friction isn't eliminated – in fact, it often amplifies it. SECU exemplifies how to do it right—by adopting a unified AI-powered platform, they have seen rapid results and are now well positioned to expand AI and automation for even greater impact." Looking ahead, SECU plans to expand its adoption of NiCE's advanced AI and automation capabilities, including Autopilot and Voice Authentication, to further elevate member and employee experiences. About SECUA not-for-profit financial cooperative owned by its members and federally insured by the National Credit Union Administration (NCUA), SECU has been providing employees of the state of North Carolina and their families with consumer financial services for 87 years. SECU is the second largest credit union in the United States with $53 billion in assets. It serves more than 2.8 million members through 275 branch offices, 1,100 ATMs, Member Services Support via phone, and the SECU Mobile App. About NiCENiCE (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. Trademark Note: NiCE and the NiCE logo are trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking StatementsThis press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the "Company"). In some cases, such forward-looking statements can be identified by terms such as "believe," "expect," "seek," "may," "will," "intend," "should," "project," "anticipate," "plan," "estimate," or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in general economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; rapid changes in technology and market requirements; the implementation of AI capabilities in certain products and services, decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or effectively integrating acquired operations; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security incidents; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, including those arising from political instability or armed conflict that may disrupt our business and the global economy; our ability to recruit and retain qualified personnel; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the "SEC"). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law. View source version on Contacts Corporate Media Contact Christopher Irwin-Dudek, +1 201 561 4442, media@ ETInvestors Marty Cohen, +1 551 256 5354, ir@ ETOmri Arens, +972 3 763 0127, ir@ CET Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
