In his first interview as CEO in March, Scott Russell vowed to extend the value NiCE brings to its customers, citing opportunities in AI, international expansion, and co-innovation.
On the latter, Russell has already delivered, with NiCE announcing partnerships with three of the biggest names in enterprise technology: AWS, ServiceNow, and Snowflake.
While all three partnerships are different, they have one thing in common: they represent a commitment to developing co-innovations, not just integrations.
NiCE paraded each collaboration at its Interactions 2025 event, where Russell sat down with industry analyst Sheila McGee-Smith to dive deeper.
During the conversation, the NiCE CEO stated:
These partnerships provide clear answers, reduce concerns about product overlap, and highlight where 1 + 1 = 3. We’re not just announcing joint go-to-market strategies; we’re building products together.
Critically, these products strive to make NiCE easier to do business with, as the company aims to support customers in tying their resolution flows together while addressing specific industry needs.
Speaking to this, Russell continued: “In our innovation partnerships, we’re starting with industries where both NiCE and our partners have deep experience, like banking and financial services.
“But we’re not stopping there. As we roll out capabilities, they’ll be tailored for specific verticals and delivered progressively, not exclusively, to ensure maximum value,” he concluded.
That’s the high-level view. But, where can these partnerships already add value for NiCE customers? Let’s take a closer look.
NiCE & AWS Team Up on AI Models, Copilots, & More
The first phase of the NiCE–AWS partnership centers on two key technologies: Amazon Bedrock and Amazon Q Business index.
First up is Bedrock. It supplies foundational large language models (LLMs) that organizations can customize using their own data, then integrate into NiCE’s CCaaS platform and power AI-driven applications across the contact center.
NiCE also supports LLM access from providers like Anthropic, OpenAI, and Google, offering sandbox environments to test and compare performance.
Second is the Amazon Q Business index, which connects enterprise data across platforms like Microsoft 365, Google Drive, and Salesforce.
When paired with NiCE CXone Mpower Copilot, reps can surface business-wide knowledge, without leaving the interface. For example, they might ask: “When does this customer’s subscription renew, and who approved the last one?” The AI assistant could then respond instantly, citing its sources.
In providing this capability, NiCE customers can start knitting together customer service workflows end-to-end, a theme that carries across the other two partnerships…
NiCE & ServiceNow Challenge Conventional CCaaS-CRM Integrations
Increasingly, CCaaS vendors are working with their CRM counterparts, like ServiceNow, to embed contact center functionality into their solutions.
Yet, NiCE and ServiceNow are collaborating differently and making use of the latter’s broader enterprise stack, which stretches across the middle and back office.
In doing so, they’re creating a shared AI framework where brands can compose and automate fulfilment workflows that cross various enterprise systems.
Bill McDermott, CEO of ServiceNow, celebrated the announcement, stating:
Together, we are navigating the main challenge that leaders have faced for nearly six decades, a lack of integration.
“We’ve made it our mission to empower leaders with solutions that deliver three-star Michelin customer experiences.”
Through the partnership, mutual customers may also apply NiCE AI to detect signals in customer conversations and have those trigger insights in ServiceNow. That’s an exciting possibility, explored further in this article.
NiCE & Snowflake Democratize Enterprise Data
Snowflake Secure Data Sharing is a solution that allows different accounts within a business to access and activate data without duplicating or moving it.
Via this platform, different functions working on various enterprise systems can connect with NiCE’s real-time customer conversational data, so it triggers actions within them.
As a result, NiCE again equips teams to automate cross-functional resolution flows, alongside other processes that stretch from the contact center and into the broader enterprise.
Snowflake already lays the foundation for CXone Mpower data lake, which centralizes data for AI and analytics. Yet, this announcement is a big step forward.
As Kieran Kennedy, VP of Data Cloud Product Partners at Snowflake, summarized: “We’re enabling joint customers to automate previously siloed processes, accelerate AI adoption, and drive smarter business decisions, all from a single, secure platform.”
What Else Did NiCE Announce at Interactions 2025?
While NiCE may be unique in its co-innovation partnerships, it followed the CCaaS crowd to release an “agentic” solution at Interactions 2025.
However, NiCE’s intense focus on piecing together cross-platform resolution flows does help to differentiate its AI agents, broadening their scope.
Barry Cooper, President of the CX Division at NiCE, also described NiCE’s solution as “truly agentic”, indicating that the term is often misused in customer experience circles.
“These CXone Mpower Agents are built in an agentic way, not prescriptively with a rigid ‘if-then’ flow,” he told CX Today. “Instead, you assign them a job description.”
For example, that job description could be: “Identify customers eligible for an upgrade, reach out via their preferred channel, and if they approve, go ahead and upgrade their account.” That’s a fully autonomous agent executing tasks without a step-by-step script.
Cooper continued: “Our agents have the resources available on CXone Mpower – APIs, knowledge bases, orchestrator flows, and communication channels – to carry out that job independently.
It’s a great example of applying agentic technology while still maintaining control by limiting its scope to the platform’s resources.
Alongside CXone Mpower Agents, NiCE introduced 20+ other new product capabilities across its Interactions events. Cooper touches on this and more of the key conference announcements in the following interview: NiCE Interactions 2025: A Review w/ Barry Cooper
Want to take a closer look at NiCE’s tech stack? If so, visit: www.nice.com
