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NiCE announced an expanded strategic partnership with Salesforce on August 12, 2025, to enhance AI-driven customer experiences through deeper integration of NiCE CXone Mpower with Salesforce Service Cloud. This collaboration builds on their 2022 Bring Your Own Telephony initiative, introducing Bring Your Own Contact Center capabilities to streamline customer service workflows.
NiCE and Salesforce deepen integration of CXone Mpower and Service Cloud.
NiCE joins Salesforce Zero Copy Partner Network for bidirectional Data Cloud integration.
Enables real-time AI orchestration across self-service, live support, and fulfillment.
Supports hundreds of thousands of shared users with unified service environments.
Enhances workforce engagement and digital channel management.
Announced at NiCE’s press release, aligning with industry trends.
The partnership integrates NiCE’s CXone Mpower, featuring real-time orchestration and AI-driven workforce augmentation, with Salesforce Service Cloud’s robust CRM platform. This enables seamless transitions from autonomous AI agents to human reps, preserving conversation context and Salesforce records. Supervisors can also access interactions for real-time coaching, enhancing complex customer journey orchestration.
Barry Cooper, President of NiCE’s CX Division, stated, “This renewed partnership with Salesforce marks more than just deeper integration, it signals a vision for the future of customer service.”
NiCE plans to be the first contact center provider in the Salesforce Zero Copy Partner Network, enabling bidirectional integration with Salesforce Data Cloud. This eliminates data silos, providing a shared foundation for real-time AI orchestration, giving AI agents a stateful understanding of customer journeys across all touchpoints.
Kishan Chetan, Executive VP and GM of Service Cloud at Salesforce, noted, “Strengthening our partnership with NiCE will help organizations further provide deeply unified customer service experiences.”
Serving a shared customer base of hundreds of thousands, NiCE and Salesforce are setting a new standard for AI-first customer service. The integration supports digital channels, case management, and workforce engagement, driving efficiency and customer satisfaction. This aligns with NiCE’s broader partnerships with AWS, ServiceNow, and Snowflake to enhance end-to-end customer fulfillment.
NiCE’s deepened collaboration with Salesforce, leveraging CXone Mpower and Agentforce, positions it as a leader in AI-powered customer service orchestration, delivering measurable outcomes for enterprises globally.
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
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