NICE
NICE is a global tech company that provides AI-powered customer experience solutions. Its CXone platform helps businesses automate, analyze, and improve customer interactions. NICE serves 25,000+ organizations worldwide, including most Fortune 100 companies.
“By integrating Surfly with NICE’s leading CX platform, we enable contact centers to effortlessly guide customers through complex digital journeys in real time.”
Jason Liu
Universal co-browsing, natively integrated into CXone
Our partnership is designed to offer added value to CXone customers by bundling advanced co-browsing capabilities into the existing NICE ecosystem.
By incorporating Surfly into NICE CXone, organizations can provide a more interactive and personalized co-browsing experience.
The integration of Surfly with NICE CXone allows customer service agents to co-browse, video chat, and share documents with customers in real-time, directly within the CXone platform.
This allows agents to guide customers through web pages, forms, and applications, all without requiring any code changes or installations.
Built specifically for companies with large and complex legacy infrastructure
Surfly powers collaborative user journeys serving over 200.000+ users in insurance, banking, healthcare and enterprise e-commerce. But these are just examples. Literally any digital product can benefit from collaborative features. So can yours.
Frequently asked questions
We’ve compiled answers to the most frequently asked questions about our partnership with NICE below.
The integration of NICE with Surfly enhances customer service by combining NICE’s powerful contact center capabilities with Surfly’s real-time co-browsing and collaboration tools. This allows agents to visually guide customers through complex web processes, reduce call handling time, and improve first-call resolution—all while maintaining security and compliance.
Surfly’s co-browsing is embedded into the NICE agent desktop, enabling agents to instantly launch a co-browsing session during a call or chat without requiring the customer to download anything. The agent sees the customer’s screen (browser tab only) and can highlight, scroll, or guide interactions in real-time, with optional video chat or screen annotation.
Yes, Surfly is built with privacy and security in mind. It uses a proxy-based approach to ensure data never leaves the user’s browser unless explicitly shared, and sessions can be fully logged for audit and compliance. It supports PCI DSS, HIPAA, and GDPR compliance requirements—aligning with NICE’s standards for enterprise-grade security.
- Improved customer satisfaction due to faster issue resolution.
- Higher conversion rates in sales or onboarding flows.
- Reduced average handling time as agents can visually assist instead of verbally instructing.
- Enhanced agent performance through contextual and interactive support.
- Decreased error rates in form filling, checkout, and troubleshooting processes.
Still have questions?
Our partnerships team is happy to answer any questions you might still have.