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NiCE has announced an enhanced partnership with Salesforce, aiming to deliver seamless, AI-driven customer experiences through an enriched integration between NiCE CXone Mpower and Salesforce Service Cloud. Following the launch of Bring Your Own Telephony with Salesforce Service Cloud Voice in 2022, the collaboration will focus on enabling Bring Your Own Contact Center. This includes customer-managed channels and NiCE’s leading workforce engagement management (WEM) capabilities within the Service Cloud unified desktop.
This strategic alliance serves a vast shared consumer base of hundreds of thousands, promising significant new capabilities and a foundation for future innovation and growth. NiCE aims to pioneer the Salesforce Zero Copy Partner Network within the Contact Center sphere by enabling the convergence of contact center insights with CRM data through a unique Zero Copy integration with Salesforce Data Cloud.
As a result, clients will enjoy a shared data foundation that eliminates data fragmentation and accelerates AI-driven experiences across both platforms. This integration allows real-time, AI-driven orchestration, providing AI agents a comprehensive understanding of the customer journey, from self-service to live support, considering past actions and outcomes.
The collaboration enables organisations to harness NiCE CXone Mpower’s real-time orchestration engine and workforce augmentation solutions, seamlessly integrated into Salesforce Service Cloud’s desktop for service representatives. This extends NiCE’s connected intelligence across Salesforce’s digital channels, cases, and interactions, enhancing the AI-first service experience.
By merging Service Cloud’s advanced case management with digital channel support and CX automation provided by NiCE, customer interactions become unified and efficient. Customers can transition smoothly from autonomous agents to human service representatives, retaining their entire interaction transcript for comprehensive service continuity.
The combined power of NiCE and Salesforce facilitates seamless orchestration of complex customer journeys, promoting real-time decision-making, workflow automation, and personalised interactions to boost customer satisfaction and operational efficiency.
