- NiCE (NICE, Financial) partners with Snowflake to enhance CX automation across customer interaction data.
- Integration allows seamless, secure data sharing and AI-driven customer service automation.
- Joint effort promises improved efficiency in front, middle, and back-office operations.
NiCE (NICE) has announced a strategic partnership with Snowflake, a leader in the AI Data Cloud sector, to enhance customer experience (CX) through advanced data sharing and automation. This initiative seeks to provide businesses with seamless access to customer interaction data across all operational sectors—front, middle, and back office—through the Snowflake Secure Data Sharing platform.
This collaboration integrates NiCE CXone Mpower’s AI capabilities with Snowflake’s robust platform, enabling comprehensive and secure data interaction. This development allows organizations to automate customer service processes at scale, offering immediate value to joint customers by breaking down operational silos and connecting interaction data with core systems across the enterprise.
The partnership capitalizes on Snowflake’s secure, governed data collaboration infrastructure, centralizing interaction data in the CXone Mpower data lake. This data can be merged with other organizational data, expanding CXone Mpower's functionality to include reporting, dashboarding, analytics, and AI from a single, trusted data source.
Barry Cooper, President of the CX Division at NiCE, emphasized that the partnership with Snowflake is pivotal for enterprise automation, enabling insights to be quickly turned into actionable AI-driven workflows. The integration aims to streamline processes and enhance customer service experiences, offering organizations a unified platform for smarter, more personalized interactions.
With this collaboration, NiCE and Snowflake are set to elevate CX innovations across industries, empowering organizations to operationalize customer data at scale and enhance the ROI of AI and data investments.
