NICE

Camunda and NICE together deliver end-to-end automation that spans the full customer journey — from first contact to final resolution.

CXone handles the customer conversation. Camunda handles everything after: entitlement checks, approvals, fulfillment, and compliance logging.

Most enterprises have invested significantly in improving the contact centre experience. The gap is downstream. When a customer receives a promise — a refund, a claim decision, a policy change — it still relies on manual handoffs, siloed systems, and people bridging the gap between the front office and the back office. Bolting a smarter front end onto a broken back office does not transform the process; it produces a faster version of the same problem.

Camunda and NiCE close that gap. CXone passes a structured payload to Camunda at the point of commitment. Camunda instantiates a BPMN process and orchestrates every downstream step — automatically, in order, with a full audit trail — routing exceptions back into the agent workspace in CXone when human judgement is required. Every action is logged with timestamps and decision outputs. Callbacks return status to CXone throughout. Case closed.

The result is true intent-to-fulfillment automation: the customer's request does not stop at the conversation. It completes in every system it needs to touch.

Integration

The Camunda CXone Connector (available on Camunda Marketplace and NiCE CX Exchange) provides bi-directional connectivity—no custom work required.

The connector provides bi-directional connectivity between CXone Mpower and Camunda:

• Inbound: CXone triggers a Camunda process via webhook or REST, passing a structured JSON payload at the point a customer commitment is made.
• Outbound: Three ready-to-use element templates — a main multi-operation template covering Admin, Agent, Real-Time Data, Reporting, and Digital Engagement; plus Create Work Item and Get Agent Status — allow Camunda to call back into CXone throughout process execution.

No custom integration work is required. Both connector listings are live and available to any CXone Mpower customer.

Key use cases

• Customer service resolution — Banking, insurance, and retail customers contact the enterprise via CXone. Camunda orchestrates the full back-office chain — entitlement, KYC, approval, fulfilment — on the happy path with zero manual intervention.
• Disputes and chargebacks — CXone captures the claim. Camunda routes through risk validation, approval chain, and settlement, with every step auditable for regulators.
• First notice of noss — CXone manages the call. Camunda orchestrates coverage check, adjuster assignment, reserve update, and payment approval across multiple systems without manual handoffs.
• Regulated onboarding and compliance — CXone captures customer intent. Camunda runs KYC, compliance screening, and approval workflows with human-in-the-loop only where the process requires it.