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workforce optimization

Integrate Call Center Software & CRM with

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omnichannel routing

Empower your agents to personalize omnichannel customer service

NICE inContact CXone pre-built customer relationship management (CRM) integrations, such as the CXone Agent for Salesforce, empower your agents to personalize omnichannel customer service. With these seamless, bidirectional CRM integrations, you’ll increase agent efficiency and independence by delivering a real-time 360-degree view of the customer.


Synchronize customer
data and history


Streamline contact


Track calls automatically
in your CRM


Simplify omnichannel
contact handling


Build self-service
routing workflows

CRM and Call Center Software Integration Features


Personalize interactions with context

Give agents a 360-degree view of the customer, including insights into previous interactions, regardless of channel.

  • Synchronize interaction data and history
  • Give agents insight into the customer's journey
  • Tie back to voice call recordings
  • Save and add comments to customer records

Increase agent efficiency & independence

A consolidated agent interface seamlessly integrates into the CRM system by streamlining omnichannel contact handling and shortening agent ramp-up and interaction handling times

  • Integrate contact center controls
  • Provide agents a consolidated interface
  • Simplify omnichannel interaction handling

Deploy & maintain with ease

Deploy an integrated solution in hours, not days or weeks. Download and apply updates or upgrades when it suits your schedule.

  • Pre-built integrations that are ready to deploy
  • Salesforce, Oracle, Zendesk, Microsoft Dynamics, and more
  • Eliminate costs of custom integrations
  • Quick access to newly developed functionality

Automate interaction handling

Our skills-based routing engine ensures every contact is automatically delivered to the best available agent, based on agent skills, agent skill level, customer profile, and contact center data.

  • Leverage customer data to optimize interactions
  • Ensure routing to best qualified agent
  • Self-service, automated workflows integrated with your CRM

Contact Center Packages for Salesforce

Take your Salesforce CRM to the next level. CXone Packages add global, carrier-grade voice and an intelligent routing engine to native Salesforce digital channels allowing customers to connect to the right agent using their preferred channel of choice. In addition, CXone Packages extend your Salesforce desktop agent with fully integrated quality management, workforce management, interaction analytics and customer feedback applications empowering agents to deliver the very best customer experiences.

View Packages for Salesforce
Customer Testimonial

What our Customers Say

"Screen pops display an incoming caller’s information from Salesforce so agents already know who they’re talking to....This saves 2-3 minutes per call."

Pauline Mulvey 
Vice President of Enterprise Business Technology 
Mitchell International

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call center software demo

What is Call Center Software?

Call Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to a specialist


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a specialist


Learn more about
our solutions

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