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Businesses are moving beyond reactive service models toward predictive, emotionally intelligent engagement that spans the entire customer journey. The AI-first customer experience reflects this evolution, bringing intelligence and personalization into every interaction across channels. NICE Ltd. is helping drive this transformation with its CXone Mpower platform, which unifies agents, workflows, analytics and self-service into a single cloud-native contact center ecosystem, according to Dan Belanger (pictured, left), Americas president of NiCE. “NiCE is the leader in AI-first customer experience system,” Belanger said. “We’re currently in the forefront of customer experiences led by AI. If you think of contact centers as a service across all channels, both digital voice and others and consistent [research and development] to keep up with technology, but … a company I’m proud to be a part of … A first mover and an innovator in this industry.” Belanger and Scott McDonald (right), vice president of product management, NiCE inContact, at NiCE, spoke with theCUBE’s Dave Vellante and Gemma Allen at Dreamforce, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. The conversation explored how NICE is operationalizing the AI-first customer experience through connected intelligence and platform innovation. (* Disclosure below.) NiCE elevates AI-first customer experience with Salesforce’s agentic solutions Leveraging Salesforce’s agentic-AI capabilities, NiCE achieves its AI-first customer experience vision by seamlessly integrating AI-driven orchestration, analytics and real-time assistance. This approach transforms every interaction into a connected, context-aware experience, according to McDonald. “What happens in a contact center is you’re doing a lot of routing, a lot of orchestration,” he said. “We’re going to take that and we’re going to be doing routing of their cases, routing of their chat and their email in combination with our solution and multiple different digital channels. We bring all of our agentic AI in conjunction with the Salesforce agentic AI together as well. We work in harmony with those solutions.” The partnership between NiCE and Salesforce is driven by a shared vision to deliver AI-first, connected customer experiences through deep platform integration. With Agentforce Voice, agents can handle voice interactions directly in Salesforce while leveraging NiCE’s AI-powered routing, predictive analytics and real-time assistance, McDonald noted. Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Dreamforce: (* Disclosure: TheCUBE is a paid media partner for Dreamforce. Neither Salesforce Inc., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.) Photo: SiliconANGLE
