NiCE has partnered with Snowflake to democratize customer service data.
Announced at NiCE Interactions 2025, the collaboration centers on Snowflake Secure Data Sharing, a platform that allows different accounts to access data without copying or moving it.
By combining the platform with its CXone Mpower solution, NiCE takes data from the contact center and makes it available to different departments.
These functions may then activate that data and automate cross-functional processes.
Moreover, the contact center can go further to automate resolution and other flows that stretch across the front, middle, and back office.
After making this point, Barry Cooper, President of the CX Division at NiCE, said:
By connecting customer interaction data with core operational systems through the Snowflake AI Data Cloud, this integration turns insights into action, powering AI-driven workflows, streamlining fulfilment processes, and delivering faster, smarter, and more personalized customer experiences across the enterprise.
Already, Snowflake is a core component of every CXone bundle, laying the foundation for the Mpower data lake, which centralizes customer service data for reporting, analytics, and AI.
Yet, in extending the reach of that data beyond the contact center and broader front office, businesses may automate processes like service fulfilment, billing, account updates, claims handling, and more.
Moreover, other functions can pull customer service data into their transformation projects.
That’s a big move, as CIOs have traditionally avoided the contact center, which deals with voice, phone numbers, and cumbersome data loads. That has historically made transformation efforts difficult, somewhat dull, and slow.
However, contact centers host a goldmine of intelligence into where businesses processes go wrong.
As such, their omission means that insights often go unaddressed. Meanwhile, the service experience stays disconnected from what the organization does.
CXone Mpower’s built-in integration with Snowflake breaks down these silos.
As Kieran Kennedy, VP of Data Cloud Product Partners at Snowflake, said:
By connecting NiCE’s customer interaction intelligence with broader enterprise ecosystems, we enable joint customers to automate previously siloed processes, accelerate AI adoption, and drive smarter business decisions, all from a single, secure platform.
The integration is now generally available to CXone Mpower customers, either through a bundle or via “expanded enterprise automation initiatives.”
A Partnership That Underscores the New NiCE
Since the start of the year, NiCE has made a concerted effort to expand the pool of integrations a CCaaS provider offers and force the contact center deeper into the contact center.
It’s not just talking about integrating with CRM, UCaaS, WEM, and other systems. Instead, it wants to build connections with the broader enterprise and push the contact center into deeper transformational discussions.
Consider its recently announced partnerships with AWS and ServiceNow. The objective of the Snowflake collaboration the same: to give CIOs and other transformation leaders a clearer view of the contact center, bringing service data and processes into sight.
Over the next few years, as enterprises go beyond AI agent experiments, this new level of observability will be critical in connecting what happens in customer service with other business processes.
Scott Russell, CEO of NiCE, is purposely driving the company in this direction, making the company more appealing to brands leaning more on IT to help them make buying decisions.
After all, they won’t apply as much weight to front-office bells and whistles. They’ll think: how well does this technology work with our existing stack?
As this trend grows and NiCE advances its broader-scale partnerships, it becomes more attractive to this new type of buyer.
