NiCE CXone Mpower and Snowflake Partnership Unveils Secure, Scalable CX Automation

NiCE and Snowflake have partnered to enhance customer experience through advanced data sharing and automation. The integration of NiCE CXone Mpower's AI capabilities with Snowflake's platform allows for seamless and secure data interaction, automating customer service processes at scale. The partnership aims to break down operational silos and provide a unified platform for smarter, more personalized interactions.

NiCE (Nasdaq: NiCE) and Snowflake have announced a strategic collaboration aimed at enhancing customer experience through advanced data sharing and automation. The partnership integrates NiCE CXone Mpower's AI capabilities with Snowflake's platform, enabling seamless and secure data interaction to automate customer service processes at scale. This collaboration aims to break down operational silos and provide a unified platform for smarter, more personalized interactions.

The partnership combines NiCE CXone Mpower’s industry-leading AI for customer service automation with Snowflake’s easy, connected, and trusted platform. This integration allows for immediate value to customers by enabling secure data sharing across the front, middle, and back office through Snowflake Secure Data Sharing [1]. NiCE selected Snowflake for its ability to power secure, governed data collaboration and its shared commitment to eliminating operational silos.

The collaboration centralizes customer interaction data and allows it to be merged with associated data beyond the front office, enabling organizations to automate processes such as service fulfillment, billing, and claims handling [2]. This extends the depth and breadth of CXone Mpower, allowing customers to leverage reporting, dashboarding, analytics, and AI from a single, trusted, and ecosystem-wide source of truth.

The integration is available immediately as part of current CXone Mpower bundles or through expanded enterprise automation initiatives. Barry Cooper, President, CX Division, NiCE, commented, “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 personalized customer experiences across the enterprise” [1].

The partnership addresses a longstanding challenge in the industry: 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 [2].

References:
[1] https://www.nice.com/press-releases/nice-cxone-mpower-builds-on-snowflake-ai-data-cloud-to-unlock-secure-scalable-cx-automation-across-the-front-middle-and-back-office
[2] https://www.cmswire.com/contact-center/nice-snowflake-partner-to-unify-cx-data-across-enterprise/