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NiCE

Innovator

Overview

NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution.

https://www.nice.com
location, 201- Nice (Moscone North,

Sponsored Sessions

  • Yes
    Operations
    Service
    Agentforce Service
    Agentic AI
    Intermediate
    Theater
    All Sessions
    Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
    The session showcased innovative integrations between Salesforce solutions and an AI-first strategy built on a unified data platform. The demonstration highlighted how intelligent automation, such as voice biometrics and real-time AI capabilities, enhances customer interactions and reduces average handle time, with use cases spanning insurance policy management and home damage claims. With over 200,000 agents already utilizing Salesforce Service Cloud and Service Cloud Voice, the integration of Nice's workflow orchestration and data unification capabilities was emphasized, including the strategic use of Salesforce Data Cloud for seamless data sharing. Attendees were introduced to Automated Insights and Copilot, which provide actionable analytics and AI-driven guidance to optimize agent performance and create personalized, efficient customer experiences.
    <html><head></head><body><p>• The integration between Salesforce Service Cloud Voice and Nice's AI-first platform enables seamless workflows, real-time data sharing, and enhanced customer engagement across industries like insurance and financial services.</p><p>• Automated Insights and Copilot leverage Salesforce Data Cloud and Nice's data layer to identify automation opportunities, optimize agent workflows, and reduce average handle time through intelligent recommendations and actions.</p><p>• Over 200,000 agents currently benefit from the combined solutions, and new features like voice biometrics and empathetic AI agents demonstrate the potential for personalized, efficient customer service experiences.</p></body></html>
    https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987470972001hGgl
    See how to use conversational and agentic AI to transform customer service.
    Learn how NiCE and Salesforce connect automation, agents, and workflows.
    Discover how to boost ROI with AI-first orchestration and observability.
    <a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987470972001hGgl">Report a Concern</a>
    Theater
    Live Session Audio Icon
    This session is first come, first seated. You do not have a reserved seat.
    Visible
    Yes
    Campground
    Moscone North
    Wednesday, Oct 15
    11:00 a.m. Wednesday, Oct 15
    Agentic AI is transforming customer service. Discover how NiCE and Salesforce are working together to power fully connected AI-first experiences.

    , Director, Portfolio Solution Engineering, NiCE

    , VP Product Management, Nice

    • Wednesday, Oct 1511:30 AM - 11:50 AM PDT
  • Yes
    Operations
    Service
    Agentforce Service
    Agentic AI
    Intermediate
    Breakout
    All Sessions
    Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
    The session emphasized the transformative potential of AI and data-driven strategies in enhancing customer experiences and operational efficiency. With AI integration, organizations can achieve up to 20% productivity improvements, depending on project size and complexity, while also fostering customer loyalty and personalization. The discussion highlighted the importance of aligning business and IT strategies, addressing legacy data challenges, and embracing change management to ensure successful digital transformations. Salesforce's suite of products, including its AI-enabled tools, was showcased as a key enabler for seamless, real-time customer experiences and long-term operational improvements.
    <html><head></head><body><p>• AI-driven solutions can double productivity in specific processes, with tailored implementations yielding up to 20% efficiency gains based on project scope.</p><p>• Successful digital transformation requires aligning IT and business strategies, reimagining processes, and addressing legacy system challenges to ensure seamless implementation.</p><p>• Salesforce's tools, including its AI capabilities, empower businesses to deliver hyper-personalized, real-time customer experiences while maintaining operational agility and scalability.</p></body></html>
    https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987342588001hxrT
    Build automation that instantly resolves customer needs.
    Gain insights from CX interactions to optimize self-service.
    Learn to drive measurable ROI with AI-first CX automation.
    <a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987342588001hxrT">Report a Concern</a>
    Breakout
    Live Session Audio Icon
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    This session is first come, first seated. You do not have a reserved seat.
    Visible
    Yes
    Metreon AMC
    12:00 p.m. Wednesday, Oct 15
    Wednesday, Oct 15
    Discover how NiCE, Capgemini, and Salesforce are redefining CX with AI to modernize legacy contact centers, reduce transformation risk, and deliver real business impact across industries.

    , VP Head of Intelligent Customer Operations Practice, BSv, Capgemini

    , Chief of America Sales, NiCE

    • Wednesday, Oct 1512:30 PM - 1:15 PM PDT
  • Yes
    Service
    Agentforce Service
    Customer Relationships
    Beginner
    Breakout
    All Sessions
    Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
    The session focused on how leading organizations across industries are using AI and automation to transform customer experiences, while ensuring that human interactions remain a vital component. Panelists shared insights into their journeys with Salesforce, emphasizing the importance of aligning technology with customer and employee needs to drive seamless, personalized, and scalable solutions. Notable innovations included the use of Salesforce CRM, integrated with AI, to enhance customer service, such as leveraging WhatsApp for banking in Brazil, AI-driven agent assist tools for call centers, and proactive engagement models for public sector services. Panelists also discussed the challenges of cultural transformation, the need for well-structured data, and the importance of measuring ROI through strategies like A/B testing and automation of QA processes.
    <html><head></head><body><p>• Organizations are leveraging Salesforce CRM and AI technologies to create hyper-personalized customer experiences, such as WhatsApp-based banking and AI-powered chatbots, while maintaining a human touch where necessary.</p><p>• Investing in knowledge management and structured data is critical for maximizing the potential of AI-driven tools, as poor data quality can undermine the effectiveness of these technologies.</p><p>• Measuring ROI through methods like A/B testing, automation, and customer feedback is essential for ensuring that AI and automation projects align with business goals and deliver tangible results.</p></body></html>
    https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987341669001h7AJ
    Transform AI vision into business outcomes
    Unify CX to drive growth and loyalty
    Accelerate results with strategic partnerships
    <a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987341669001h7AJ">Report a Concern</a>
    Breakout
    Live Session Audio Icon
    Reserved seating Icon
    This session is first come, first seated. You do not have a reserved seat.
    Visible
    Yes
    Metreon AMC
    Thursday, Oct 16
    12:00 p.m. Thursday, Oct 16
    87% of support leaders say customer expectations rose last year. Discover how global brands are evolving to deliver service for the exponential era of customer experience and maximizing AI ROI.

    , Executive Manager, Banco do Brazil

    , Managing Director, Accenture

    , Senior Director of Global Telecom Services, TripAdvisor

    • Thursday, Oct 1612:15 PM - 1:00 PM PDT
  • Yes
    IT Business Leader
    Service
    Agentforce Service
    Agentic AI
    Beginner
    Breakout
    All Sessions
    Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
    This session explored the transformative impact of AI Agents and generative AI on retail, focusing on how these technologies enhance customer experiences. The discussion detailed how AI Agents surpass traditional chatbots by enabling real-time, personalized, and contextual interactions, which have significantly improved customer satisfaction metrics such as CSAT and NPS scores. A key example highlighted the seamless integration of Salesforce tools to streamline customer support, including AI-driven self-service capabilities that reduced operator transfers by 50% and shortened hold times. Additionally, the session emphasized the potential for generative AI to revolutionize retail by creating hyper-personalized customer relationships, automating repetitive tasks, and enabling proactive, outbound engagement for brands to strengthen customer loyalty and retention over time.
    <html><head></head><body><p>• AI Agents, powered by generative AI, enable retailers to deliver highly personalized, real-time customer interactions, replacing outdated chatbot models with more dynamic and effective solutions.</p><p>• Integrating Salesforce and AI tools has led to measurable improvements, such as a 50% reduction in operator transfers, decreased hold times, and enhanced agent efficiency, allowing teams to focus on more complex tasks.</p><p>• Generative AI is driving a shift in retail by enabling proactive, long-term customer engagement, such as personalized recommendations and outbound communication, fostering deeper brand-customer relationships.</p></body></html>
    Video On Demand
    https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987343510001hE6d
    Discover how AI Agents are redefining retail service by delivering personalized round-the-clock support.
    Learn how to empower human agents with AI that takes on repetitive tasks while enhancing job satisfaction
    Understand how to scale AI responsibly in retail to achieve both customer satisfaction and operational efficiency.
    <a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987343510001hE6d">Report a Concern</a>
    Breakout
    Live Session Audio Icon
    Available on Salesforce+ Icon
    Reserved seating Icon
    This session is first come, first seated. You do not have a reserved seat.
    Visible
    Yes
    Moscone South
    Content Pavilion
    <a href="https://www.salesforce.com/plus/experience/dreamforce_2025/series/service_at_dreamforce_2025/episode/episode-s1e9">Watch now</a>
    Thursday, Oct 16
    12:00 p.m. Thursday, Oct 16
    See how AI Agents are reinventing retail CX—delivering personalized, always-on support, empowering agents, and driving measurable impact. Learn practical strategies to scale AI responsibly.

    , Conversation Designer, Lippert

    , VP Marketing, NiCE Cognigy

    • Thursday, Oct 1612:15 PM - 1:00 PM PDT

    • Every year, Dreamforce exceeds my expectations in value and actionable takeaways — it’s truly worth every minute.

    Ali Waguespack

    Senior Delivery Manager, Kicksaw