August 13, 2025
NiCE and Salesforce Bring Real-Time AI Orchestration to Customer Service
NICE and Salesforce have expanded their partnership to deliver seamless, AI-powered customer experiences through deeper integration between NICE CXone Mpower and Salesforce Service Cloud.
Building on their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, the two companies are now enabling Bring Your Own Contact Centre—a move that opens the door for customer-managed channels and NICE’s renowned Workforce Engagement Management (WEM) tools to work natively inside the Service Cloud unified desktop.
“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.
The partnership, which already serves hundreds of thousands of shared users, adds new muscle to customer experience strategies while laying the groundwork for future innovation and joint growth.
“Together, we’re helping organisations move beyond channel silos and orchestrate intelligent, outcomes-driven interactions at scale, ultimately delivering greater value to our mutual customer through continued innovation,” said Kishan Chetan, Executive VP and GM Service Cloud at Salesforce.
Zero Copy Data Integration: Breaking Down Silos
A key element of this expansion is NICE’s plan to become the first Contact centre provider to join the Salesforce Zero Copy Partner Network. Through a new bidirectional Zero Copy integration with Salesforce Data Cloud, organisations will be able to merge interaction insights from CXone Mpower with CRM data—without duplicating or moving it. This unified data layer removes silos, enabling real-time AI orchestration across both platforms.
With a shared foundation, AI-powered service agents can act with full context, knowing a customer’s history, intent, and previous outcomes, across every stage of the journey, from self-service and live support to order fulfilment.
A Unified, Intelligent Service Experience
This deeper integration means organisations can seamlessly embed CXone Mpower’s orchestration engine, workforce augmentation capabilities, and purpose-built AI for customer experience directly into Salesforce Service Cloud’s unified desktop. Service representatives also gain access to connected intelligence across Salesforce’s digital channels, cases, and interactions, ensuring smoother and faster resolutions.
Whether a customer starts with an AI-powered virtual agent, moves to a live rep, or escalates to a supervisor for real-time coaching, the entire conversation history and Salesforce record remain intact. This continuity not only streamlines operations but also ensures every handoff is informed, personalised, and efficient.
