NiCE has taken its Salesforce partnership to the next level by introducing a more advanced integration between its Contact Center as a Service (CCaaS) platform and Salesforce’s CRM ecosystem. This move builds on its 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, where NiCE embedded its voice channel directly into the Service Cloud environment—just like many other CCaaS providers.
Now, NiCE is going further. The company is integrating its workforce engagement management (WEM) capabilities directly into the Salesforce CRM desktop while also offering a fully unified set of communication channels. Unlike other Service Cloud integrations that may compete with native features, NiCE’s approach delivers a cohesive channel mix with distinctive, value-adding functions.
Although NiCE has not yet detailed exactly which WEM tools will be included, the brand is a recognized leader in resource planning and is expected to bring several powerful enhancements to the CRM experience.
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First CCaaS Provider Joins Salesforce’s Zero Copy Network
In a notable industry first, NiCE becomes the first CCaaS provider to join the Salesforce Zero Copy Partner Network, strengthening its cloud data strategy. Through a bidirectional Zero Copy integration with Salesforce Data Cloud, the company can move data seamlessly between its CXone Mpower solution and the Data Cloud—without duplicating it.
This shared data foundation extends far beyond simply connecting Service Cloud. It links every other business application integrated into the Data Cloud, enabling AI agents, smarter workflows, and potentially end-to-end automated customer fulfillment. These AI agents can be powered by either NiCE Mpower or Salesforce Agentforce, both operating on the CXone Mpower Orchestrator and using shared customer data intelligence.
