Don’t settle for a faster version of the same broken process. Transform it with Camunda and NICE.
Camunda and NICE are partnering to close the gap between resolving a conversation and completing what it promised.
Every process in your enterprise is legacy. That includes the ones sitting behind your contact center. NICE has spent years reengineering the conversation itself—CXone Mpower's Orchestration unifies and optimizes every service workflow from intent to fulfillment, using AI to catch inefficiencies and route work smarter than any human dispatcher could. It's a genuine leap forward for how conversations get handled.
But here's the catch: optimizing the conversation doesn't reengineer what happens after it. The refund still has to hit the ERP. The replacement still has to clear inventory. The claim still has to route through five approval steps designed for a world without AI. Bolt a smarter front end onto a legacy back office and you get a faster version of the same broken process—not a transformed one.
That's the gap this partnership closes.
NICE resolves the conversation. Camunda reengineers what happens next.
NICE CXone Mpower captures intent, authenticates customers, and orchestrates the engagement—now powering more than 15 billion interactions a year across 25,000+ organizations. The moment that conversation ends in a commitment (a refund, a replacement, a policy change) Camunda takes over, executing the business process behind it across every system it touches: SAP, Salesforce, ServiceNow, core banking, and more. Every step is modeled in BPMN, every decision is logged, every exception is handled without a human rekeying anything.
No manual handoffs. No dropped context. No follow-up call to ask why nothing happened.
"NICE brings the agentic engagement layer that enterprises trust at scale. We bring the orchestration engine to execute what that engagement triggers. Together we cover ground that neither of us covers alone." — Tony Durso, VP Partners, Camunda
What it looks like in practice
A customer calls about a damaged order. The NICE agent authenticates them, gathers details, and commits to a resolution—that's where most integrations stop. Here, it's where Camunda starts: checking inventory for a replacement, calculating the refund, coordinating shipment, and logging a full audit trail, all before the agent's next call. A work item lands back in their NICE queue, fully populated, the moment it's done.
The same pattern plays out across industries: disputes and chargebacks in banking, first notice of loss in insurance, service changes in telecom, returns in retail. In every case, NICE owns the interaction; Camunda owns the outcome—and closes the loop by feeding process data back into NICE's analytics, so both sides keep getting smarter.
Why now
Contact center AI has matured. The bottleneck has moved downstream, to the processes built years before any of this existed. Reengineering that back office used to take a specialized integration project. Now it's a connector—live today on the Camunda Marketplace and NICE CX Exchange—built on open standards, with no rip-and-replace required.
If your contact center is already AI-first, it's worth asking: Is everything behind it?
