NiCE and Salesforce Expand Partnership for Seamless AI-Driven Customer Experiences

NICE and Salesforce have expanded their strategic partnership to deliver seamless AI-driven customer experiences through a deeper integration between NICE CXone Mpower and Salesforce Service Cloud. The partnership will enable Bring Your Own Contact Center and unify contact center interaction insights with CRM data through a new bidirectional Zero Copy integration with Salesforce Data Cloud. This will unlock data to accelerate AI-driven experiences across both platforms.

NICE and Salesforce have expanded their strategic partnership to deliver seamless AI-driven customer experiences through a deeper integration between NICE CXone Mpower and Salesforce Service Cloud. The partnership will enable Bring Your Own Contact Center and unify contact center interaction insights with CRM data through a new bidirectional Zero Copy integration with Salesforce Data Cloud. This will unlock data to accelerate AI-driven experiences across both platforms.

The expanded partnership builds on previous collaborations, including the launch of Bring Your Own Telephony with Salesforce Service Cloud Voice in 2022. NiCE will join the Salesforce Zero Copy Partner Network, marking the first bidirectional Zero Copy integration in the contact center ecosystem. This integration aims 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.

Through this collaboration, organizations will benefit from real-time 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.

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 organizations looking to modernize and unify their service operations through AI and data orchestration. The expanded relationship follows earlier joint investments and will support Bring Your Own Contact Center 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 organizations 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, fulfillment, and case history, while enabling seamless transitions between bots, agents, and supervisors as needed.

Barry Cooper, President, CX Division, NiCE, stated, "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."

Kishan Chetan, Executive Vice President and General Manager of Service Cloud at Salesforce, added, "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."

References:
[1] https://itbrief.asia/story/nice-salesforce-deepen-ai-partnership-for-unified-service
[2] https://directorsclub.news/2025/08/13/nice-deepens-partnership-with-salesforce-to-accelerate-end-to-end-customer-service-workflow-orchestration/
[3] https://www.morningstar.com/news/business-wire/20250812867047/nice-deepens-partnership-with-salesforce-to-accelerate-end-to-end-customer-service-workflow-orchestration