NiCE and Salesforce Enhance Customer Service Workflow Orchestration with AI-Driven Integration

NICE and Salesforce have deepened their partnership to enhance end-to-end customer service workflow orchestration. The collaboration integrates NICE's AI-driven CXone Mpower with Salesforce Service Cloud, providing unified, intelligent service environments and seamless customer journeys across multiple touchpoints. NICE plans to join Salesforce's Zero Copy Partner Network, allowing bidirectional integration with Salesforce Data Cloud and boosting AI-driven experiences across platforms.

Hoboken, N.J., August 12, 2025 – NICE (Nasdaq: NICE) has 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. This collaboration aims to provide businesses with enhanced tools for customer service management and real-time orchestration across the customer journey.

The partnership involves a deeper integration between NICE CXone Mpower and Salesforce Service Cloud, which is designed to address the challenge of data silos between customer relationship management (CRM) and contact center systems. NiCE will join the Salesforce Zero Copy Partner Network, marking what the company describes as the first bidirectional Zero Copy integration in the contact center ecosystem. This integration is expected to eliminate data silos and facilitate AI-driven experiences that span both platforms, supporting real-time coordination and service delivery [1][2].

NiCE and Salesforce support a shared customer base numbering in the hundreds of thousands. 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 [1][2].

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 [1][2].

"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 [1][2].

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 [1][2].

The expanded relationship 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 [1][2].

References:
[1] https://www.nice.com/press-releases/nice-deepens-partnership-with-salesforce-to-accelerate-end-to-end-customer-service-workflow-orchestration
[2] https://itbrief.asia/story/nice-salesforce-deepen-ai-partnership-for-unified-service