NiCE has partnered with Snowflake to democratize customer service data.
Announced at NiCE Interactions 2025, the collaboration centers on Snowflake Secure Data Sharing, a platform that allows different accounts to access data without copying or moving it.
By combining the platform with its CXone Mpower solution, NiCE takes data from the contact center and makes it available to different departments.
These functions may then activate that data and automate cross-functional processes.
Moreover, the contact center can go further to automate resolution and other flows that stretch across the front, middle, and back office.
After making this point, Barry Cooper, President of the CX Division at NiCE, said:
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 fulfilment processes, and delivering faster, smarter, and more personalized customer experiences across the enterprise.
Already, Snowflake is a core component of every CXone bundle, laying the foundation for the Mpower data lake, which centralizes customer service data for reporting, analytics, and AI.
Yet, in extending the reach of that data beyond the contact center and broader front office, businesses may automate processes like service fulfilment, billing, account updates, claims handling, and more.
Moreover, other functions can pull customer service data into their transformation projects.
That’s a big move, as CIOs have traditionally avoided the contact center, which deals with voice, phone numbers, and cumbersome data loads. That has historically made transformation efforts difficult, somewhat dull, and slow.
However, contact centers host a goldmine of intelligence into where businesses processes go wrong.
As such, their omission means that insights often go unaddressed. Meanwhile, the service experience stays disconnected from what the organization does.