No Jitter Roll: NiCE and Salesforce Strengthen Customer Service Partnership
This week’s update covers key developments in customer support technology and partnerships. Highlights include CommunityWFM’s new AI forecasting tool, Cresta’s expanded email support capabilities, NiCE and Salesforce’s deeper integration, and other notable collaborations boosting customer service efficiency.
CommunityWFM Launches AI Automated Forecasting for Contact Centers
CommunityWFM introduced an AI-driven forecasting solution that analyzes historical call volume and handling times. This tool creates recurring, optimized forecasts and recommends staffing levels based on the data. The company plans ongoing enhancements to improve accuracy and add new features.
Cresta Brings AI to Email Customer Support
Cresta extended its Agent Assist and Conversation Intelligence offerings to email support channels. Customer support teams can now benefit from AI-powered knowledge surfacing, policy compliance checks, and smart reply suggestions. Additionally, voice-of-the-customer insights and agent performance metrics are available through tagging and conversation summarization for email interactions.
Momentum Introduces AI Video Agent for Sales and Support
Momentum launched SmartClips and Account Briefs, AI tools designed to improve sales and customer calls. SmartClips generates brief, shareable insights highlighting objections and decision points during conversations. It integrates with Slack, Microsoft Teams, Salesforce, and Snowflake. Account Briefs consolidates account activity and engagement data across calls, emails, and CRM platforms for a comprehensive view.
NiCE and Salesforce Deepen End-to-End Customer Service Collaboration
NiCE and Salesforce announced a tighter integration between NiCE CXone Mpower and Salesforce Service Cloud. NiCE will join the Salesforce Zero Copy Partner Network, enabling seamless sharing of contact center interaction data with Salesforce Data Cloud. This integration aims to unify customer service touchpoints and enhance AI-powered support.
Barry Cooper, President of NiCE’s CX Division, stated: “This partnership signals a vision for the future of customer service. Together, we are moving from disconnected touchpoints to intelligently orchestrated experiences that span the entire customer journey.”
Other Partnerships and Collaborations
- RingCentral and NiCE continue to complement each other’s customer engagement offerings.
- Sendbird and AWS announced a three-year collaboration to expand AI agent capabilities. Their focus includes integrations with Amazon Nova and Amazon Bedrock, aiming to deliver proactive, AI-driven customer support at scale. Sendbird’s AI agent is now available in the AWS Marketplace.
- Brivo partners with Envoy to integrate workplace experience with physical security. Their joint solution automates visitor management by combining Envoy’s workplace platform with Brivo’s security suite, including access control and video intelligence.
These updates highlight ongoing efforts to improve customer support through AI-driven tools and strategic partnerships. For customer support professionals seeking to stay current with AI applications and workforce solutions, exploring these technologies can offer practical advantages.
For those interested in expanding skills related to AI in customer support, Complete AI Training offers courses focused on automation and AI tools relevant to this field.
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