NICE expands partnership with Salesforce for AI-driven CX integration

HOBOKEN, N.J. - NICE (NASDAQ:NICE), a $9 billion market cap technology company with "GREAT" financial health according to InvestingPro analysis, announced Tuesday an expanded strategic partnership with Salesforce to enhance integration between NICE CXone Mpower and Salesforce Service Cloud, according to a company press release.

The collaboration builds upon their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, now extending to Bring Your Own Contact Center capabilities. This includes customer-managed channels and NICE’s workforce engagement management features within the Service Cloud unified desktop. The company’s strong execution is reflected in its impressive 12.6% revenue growth over the last twelve months.

NICE also plans to join the Salesforce Zero Copy Partner Network as the first contact center ecosystem provider, enabling bidirectional integration between NICE CXone Mpower and Salesforce Data Cloud. This integration aims to unify contact center interaction insights with CRM data, eliminating data silos.

The partnership allows organizations to use CXone Mpower’s orchestration engine and AI solutions within Salesforce Service Cloud’s desktop interface for service representatives. Joint customers will benefit from a unified service environment where customer interactions can transition seamlessly between autonomous agents and human representatives while maintaining conversation context.

"Together, we will collaborate to help businesses move from disconnected touchpoints to intelligently orchestrated experiences that span the entire customer journey," said Barry Cooper, President of NICE’s CX Division.

Kishan Chetan, Executive VP and GM of Service Cloud at Salesforce, stated, "Strengthening our partnership with NICE will help organizations further provide deeply unified customer service experiences."

The companies currently support a shared customer base of hundreds of thousands of users, according to the press release statement. NICE, currently trading near its 52-week low, appears undervalued based on InvestingPro’s Fair Value analysis. Investors can access the comprehensive Pro Research Report, along with 8 additional ProTips and detailed financial metrics, through an InvestingPro subscription.

In other recent news, NICE Systems has announced a significant acquisition, agreeing to purchase Cognigy, a leader in conversational AI, for approximately $955 million. This acquisition, described as Europe’s largest AI deal to date, is expected to close in the fourth quarter of 2025. The strategic move aims to integrate Cognigy’s AI capabilities with NICE’s CXone Mpower platform to enhance AI-driven customer service across various operations. Following this announcement, Citizens JMP reiterated its Market Outperform rating on NICE, maintaining a price target of $300.00. Meanwhile, DA Davidson has initiated coverage on NICE with a Neutral rating and a $195.00 price target. Additionally, NICE and RingCentral have extended their partnership, continuing their collaboration to market and sell the RingCentral Contact Center powered by NICE CXone Mpower. This extension builds on a decade-long partnership that began in 2015. These developments highlight NICE’s ongoing efforts to strengthen its position in the AI and customer experience sectors.

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