2 days ago
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.
