NiCE & Snowflake partner to boost secure AI-driven data sharing

NiCE has established a strategic collaboration with Snowflake, the artificial intelligence data cloud company, to facilitate secure sharing and automation of customer interaction data across enterprise operations.

Collaboration scope

The partnership will enable NiCE's CXone Mpower to integrate with Snowflake's AI data cloud, offering organisations open and flexible access to customer interaction data. This integration is designed to centralise data from multiple departments—spanning front-, middle-, and back-office functions—and provide a unified source for analytics, reporting, and AI-driven processes.

According to the companies, the use of Snowflake Secure Data Sharing as part of the CXone Mpower bundle allows customer interaction data to be merged with operational data from across the enterprise. Organisations can automate tasks such as service fulfilment, billing, claims handling, and account updates, with the aim of improving efficiency and accuracy throughout the customer journey.

Data sharing and automation

Customers using CXone Mpower now have the option to leverage its integration with Snowflake either as part of their existing bundle or through expanded enterprise automation initiatives. The companies state that this capability enables secure, scalable data activation and sharing throughout the organisation.

Barry Cooper, President, CX Division at NiCE, described the collaboration as an important development for enterprise automation, stating:

Partnering with Snowflake is a pivotal step in helping enterprises automate across the front, middle and back office. 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 fulfillment processes, and delivering faster, smarter, and more personalised customer experiences across the enterprise.

The integrated platform is intended to help enterprises capitalise on data from hundreds of customer attributes on each interaction, storing and sharing this data securely and at scale. According to NiCE, the approach is expected to facilitate better decision-making, improved productivity, and more consistent value delivery for customers using the combined platforms.

Industry perspective

Kieran Kennedy, Vice President, Data Cloud Product Partners at Snowflake, said the partnership demonstrates how Snowflake's partners can support enterprise transformation through the application of AI and data integration.

This collaboration exemplifies how Snowflake partners are unlocking the value of AI-driven data across the enterprise. 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.

Omdia Principal Analyst Mila D'Antonio commented on the implications for data integration and automation in the customer experience domain:

The NiCE-Snowflake collaboration directly addresses a longstanding challenge: connecting CX data with operational systems to enable true end-to-end automation. This integration allows enterprises to activate customer insights across departments, enhancing the ROI of both AI and data investments while driving agility and consistency in customer interactions.

Broader impact

Product and engineering teams are able to develop and operate applications on Snowflake's platform, taking advantage of its secure, scalable infrastructure. Snowflake's AI Data Cloud Product Partners aim to help businesses leverage these capabilities for greater insights, while Services Partners bring subject matter expertise and best practices to support customers across their data and AI initiatives.

Both companies emphasise that the collaboration is designed to break down organisational silos and contribute to the development of workflow automation solutions, helping customers to integrate actionable insights directly into their operations. The offering is targeted at enabling business leaders, data scientists, and frontline teams to make informed decisions, improve efficiency, and deliver enhanced, personalised experiences throughout the customer lifecycle.