News
The Gist
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Strategic collaboration announced. NiCE and Snowflake partner to centralize and share CX data.
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Enterprise-wide automation. Integration enables secure, scalable automation across front, middle and back office.
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Business leader impact. Enterprises can break data silos, improving decision-making and operational efficiency.
NiCE announced a strategic collaboration with Snowflake on June 16 to integrate its CXone Mpower platform with Snowflake's AI Data Cloud. The partnership aims to enable secure data sharing across front, middle and back office operations through Snowflake Secure Data Sharing.
The news comes as NiCE holds its annual customer conference, NiCE Interactions, at the Aria Hotel in Las Vegas. A big theme will likely be NiCE's rebrand — from NICE to NiCE — nicely captured by Omer Minkara, analyst at Aberdeen Research, who reported NiCE's rebrand signals a strategic shift from its roots as a leading contact center as a service (CCaaS) provider to a broader identity as an AI company under new CEO Scott Russell.
The rebrand highlights both intelligence—represented by the lowercase “i”—and the human touch; AI is not replacing humans but augmenting them, according to Minkara. NiCE is positioning itself to help leaders navigate both automation and the persistent risks of AI hallucinations by empowering AI-proficient employees.
As for the Snowflake news, the integration centralizes customer interaction data and allows it to be merged with associated data beyond the front office. This approach enables organizations to automate processes such as service fulfillment, billing and claims handling.
The integration is available immediately as part of current CXone Mpower bundles or through expanded enterprise automation initiatives.
Barry Cooper, president, CX Division, NiCE, said of the news, “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."
Related Article: NICE Doubles Down on Agentic AI After Strong Q1 in the Cloud
Table of Contents
- Impacted Audiences for NiCE-Snowflake Integration
- The Challenge of Data Fragmentation
- Breaking Down CX Silos with End-to-End Automation
- Integration Capabilities
- NiCE Background
Impacted Audiences for NiCE-Snowflake Integration
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Large enterprises with complex customer service operations
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IT and data teams managing siloed customer experience systems
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Business leaders seeking to improve operational efficiency through automation
The Challenge of Data Fragmentation
Data silos remain one of the most persistent challenges for organizations seeking to deliver cohesive customer experiences across business units.
NiCE, with platforms used in over 150 countries, is addressing this integration challenge through its collaboration with Snowflake. According to industry discussions, companies have struggled with fragmented tools that create barriers between customer data collection, analysis and action. Many organizations report that having "everything in one application has really made it easier to scale," as unified platforms eliminate the need to reconcile data across multiple vendors.
The NiCE-Snowflake integration aims to solve this problem by creating a centralized data architecture that, company officials claim, will enable enterprises to automate processes across front, middle and back offices. This approach reflects the broader market trend toward comprehensive CX platforms that can handle data collection, analytics and operational workflows from a single source, potentially eliminating the tool fragmentation that has historically limited CX initiatives.
Breaking Down CX Silos with End-to-End Automation
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.
- [Mila D'Antonio, principal analyst, Omdia]
Integration Capabilities
The collaboration focuses on connecting previously isolated data systems to enable enterprise-wide automation.
| Capability | Description |
|---|---|
| Secure Data Sharing | Enables governed access to customer interaction data across departments |
| Centralized Data Lake | Consolidates interaction data from across the CXone Mpower platform |
| Cross-Office Automation | Connects front office CX data with middle and back office systems |
| Unified Analytics | Provides reporting and dashboarding from a single source of truth |
| Process Automation | Enables automation of service fulfillment, billing and claims handling |
NiCE Background
NiCE provides IT monitoring solutions for enterprise IT operations teams. The company focuses on enhancing visibility and management of complex IT environments, particularly those using Microsoft System Center.
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NiCE's Monitoring Solutions
NiCE offers management packs and integrations for Microsoft System Center Operations Manager (SCOM), as well as monitoring tools for databases, cloud services and applications. The company asserts that its products help organizations detect issues, optimize performance and maintain compliance across hybrid IT environments.
NiCE's Market Position
The company operates in the IT operations management and contact center software sector, serving mid-sized to large enterprises with complex infrastructure needs. Its offerings are typically adopted by organizations with significant Microsoft technology investments. NiCE is positioned as a specialized vendor, often selected by IT teams seeking deeper monitoring capabilities beyond native platform features.
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