NICE handles the conversation. Camunda orchestrates fulfillment, approvals, and compliance — with zero manual handoffs. Close the gap between the customer promise and what actually gets delivered.
25,000+
organizations trust NICE CXone
25B
interactions handled annually
Zero
custom integration work required
About the partner
NICE is the global leader in enterprise software for customer experience management. NICE CXone is the AI platform that orchestrates customer engagements, workflows, and systems across the enterprise — trusted by more than 25,000 organizations handling 25 billion interactions annually.
Together, Camunda and NICE 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.
The problem & the solution
The gap is downstream
Most enterprises have invested significantly in improving the contact centre experience. But when a customer receives a promise — a refund, a claim decision, a policy change — delivery 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 doesn’t transform the process — it just produces a faster version of the same problem.
Camunda + 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 doesn’t stop at the conversation — it completes in every system it needs to touch.
How it works
The Camunda CXone Connector — available on both Camunda Marketplace and NICE CX Exchange — provides bi-directional connectivity between CXone Mpower and Camunda.
NICE CXone
Agent or AI captures the customer commitment at the point of contact.
Camunda
Instantiates a BPMN process and drives every downstream step in order, with a full audit trail.
Back-office systems
Entitlement, KYC, approvals, settlement, and core systems — completed automatically.
CXone triggers a Camunda process via webhook or REST, passing a structured JSON payload at the moment a customer commitment is made.
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 — let Camunda call back into CXone throughout execution.
No custom integration work required — both connector listings are live for any CXone Mpower customer.
Key use cases
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Why it matters
The customer’s request flows straight from the conversation into every system it needs to touch — no rekeying, no queues, no dropped context.
Every action is logged with timestamps and decision outputs, so disputes, claims, and onboarding stay defensible for regulators.
Pre-built connector and element templates mean no custom integration work — available to any CXone Mpower customer today.
See how Camunda and NICE turn every customer promise into a completed outcome — across service, disputes, claims, and onboarding.
Learn more
Connector
Get the CXone Connector and element templates — ready to install, no custom work.
View on Marketplace →Marketplace
Find the Camunda integration in the NICE CX Exchange for CXone Mpower customers.
View on CX Exchange →Blog
Why a smarter front end isn’t enough — and how orchestration finishes the job.
Read on the Camunda blog →
