NICE and Salesforce Just Made a Move Rivals Didn’t See Coming

In a major industry shake-up, NICE has just announced a massive expansion of its partnership with Salesforce, promising a future of deeply connected customer service.

This move builds on their 2022 collaboration but now aims to completely erase the data silos that have plagued businesses for years.

The major contact center company is placing its workforce engagement management (WEM) tools directly into the Salesforce desktop.

This collaboration from NICE and Salesforce establishes a new benchmark for what a CRM and a contact center can achieve together.

What Does This Mean for Businesses?

Unfortunately, most companies today operate using systems that are not connected.

The sales team uses the CRM, the support team uses the contact center, and the marketing department has its own platform. This creates frustrating data silos. As a result, important customer information becomes trapped.

This separation of data is a widespread weakness. It presents a problem for businesses trying to create smooth customer journeys.

Agents lack a unified view of the customer, which leads to repetitive questions and difficult transfers between departments. When data is not shared across teams, opportunities are missed and work processes can fail.

This announcement from NICE and Salesforce directly addresses this widespread industry problem. It marks a change from separate interactions to coordinated and intelligent customer communications from beginning to end.

What is the Zero Copy Method?

Zero Copy is the main innovation here. This is a method for accessing data at its source. This avoids making slow and difficult copies of information.

Previously, connecting two major systems like a CCaaS and a CRM required constant data copying back and forth. This process created delays and inconsistencies.

The Old, Ineffective Method:

• Creation of Duplicates: Systems would create copies of customer data. These copies became outdated in a short amount of time.
  
• Isolated Systems: This copied data would then remain locked within its own system, making it invisible to other departments.

Additionally, this old method prevents the effective use of AI. Artificial intelligence needs a single, unified source of information to function correctly.

How NICE and Salesforce Solve The Problem

NICE and Salesforce’s deeper integration was developed because disconnected systems create poor customer experiences. To avoid this outcome, it’s important to establish a shared data foundation across all platforms.

This shows that data separation can limit even powerful, individual applications. No single system can see the whole picture.

With this bidirectional Zero Copy connection, NICE and Salesforce are creating a unified ecosystem.

• Customer data from NICE’s CXone Mpower solution can be pulled into Salesforce Data Cloud, and vice versa, without creating copies. This gives sales, marketing, and service teams a unified view of the information.
  
• This also allows businesses to automate workflows across the entire customer journey.
  

For a Powerful NICE Alternative Work With Thunai AI

One level deeper than NICE and Salesforce, Thunai builds a unified intelligence layer that works across all your existing tools.

This Agentic AI platform uses very realistic voice agents in more than 150 languages. It also automates workflows by connecting directly with your CRM and communication platforms. The system supports your teams by getting rid of data silos. It automates the manual work that causes delays.

• Centralized Thunai Brain: This system gives both AI and human agents instant, correct answers. The information comes from a single knowledge base specific to your company. This maintains consistency on every call.
  
• 24/7 AI Voice Agents: The platform uses human-like AI voice agents and chatbots. They can talk naturally with customers at any time, day or night. This greatly increases your team's capacity to support customers.
  
• Total Interaction Analysis: The system automatically captures, transcribes, and analyzes all customer conversations for sentiment. This removes the need for manual and random call scoring.
  
• Full Workflow Automation: It connects with tools like Gmail, Zoom, and your CRM. This connection helps handle routine work like data entry and writing follow-up emails. This allows your agents to direct their attention to customers.

Want to see Thunai in action? Book a free trial!