NiCE Tightens Its Salesforce Integration, Opens Up to Agentforce

NiCE has expanded its Salesforce partnership, announcing a deeper CCaaS-CRM integration.

The integration builds on the 2022 release of Bring Your Own Telephony with Salesforce Service Cloud Voice.

Back then, NiCE, like many CCaaS competitors, embedded its voice channel within Service Cloud.

Now, the contact center stalwart is adding workforce engagement management capabilities (WEM) into the CRM desktop and providing an integrated channel set.

In doing so, NiCE doesn’t present competing capabilities, as with similar Service Cloud integrations, but offers a unified channel mix and inserts unique features into the CRM.

https://www.cxtoday.com/contact-center/nice-tightens-its-salesforce-integration-opens-up-to-agentforce/