Salesforce CRM integration

Consolidated agent desktop for fast, personalized service.

Give agents effortless access to the tools and information they need to deliver better customer service in less time.

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Better results with less effort.

Make every interaction easier for your customers and your agents with CXone Agent for Salesforce.

Personalized interactions

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

Fewer clicks, higher efficiency

Agents can handle voice and digital contacts, plus manage their schedules and performance—all without leaving Salesforce.

Smarter connections, better CSAT

Use intelligent routing and Salesforce data to connect customers to the right resource, on the right channel, right away.

Flexibility and agility

Eliminate delays, costs and risk with this pre-built integration that deploys in hours and scales as your business needs evolve.

Simplify and streamline every experience.

Consolidated Agent Desktop

Shave seconds off each interaction and power more personalized CX by giving agents easy access to the tools and information they need—right in the Salesforce interface.

Integrated Workforce Management

Agents can manage schedules and performance—everything from shift bids and vacation requests to quality evaluations and coaching sessions—without leaving Salesforce.

Skills-based routing

Intelligently route every call or digital contact to the best available agent, based on agent skills and proficiency, and customer profile data.

Omnichannel support

Connect with customers on their channel of choice, including voice, email, social media, SMS, text, and Salesforce work items, chats and cases.

Channel elevation

Move seamlessly from one channel to another within the same interaction, with full context for an uninterrupted customer experience.

Data synchronization

Save agent after-call work by automatically synchronizing customer data and history for each interaction, regardless of channel.

Salesforce enriches the contact center agent experience with NICE CXone

For contact center agents, more is better when it comes to customer information. With the CXone Agent for Salesforce®, your agents have access to rich customer history and details before they even begin a customer interaction. Watch and see how agents provide proactive customer service from within their familiar Salesforce Console, through chat, intelligent digital channel routing, voice, and a unified desktop, and how they can easily manage their schedule and performance through integrated WEM capabilities.

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Salesforce agents seamlessly access Workforce Engagement with NICE CXone

Improve agent productivity and satisfaction with CXone Agent for Salesforce® by eliminating application switching and providing easy access to workforce engagement features and notifications. Contact center agents seamlessly access workforce engagement functionality--including shift bids, vacation requests, quality evaluations and coaching--without leaving their Salesforce Console.

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Swisslog Healthcare Reduces Wait Time by 30% with CXone Agent for Salesforce®

Swisslog Healthcare designs, develops and delivers best-in-class automation solutions for health systems, warehouses and distribution centers. By integrating NICE inContact CXone and Salesforce, customers are now routed immediately based on specific needs and agent skill. With CXone Agent for Salesforce® they have improved agent performance and customer experience in an omnichannel environment, resulting in a 30% decrease in wait time.

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