NiCE and Snowflake Team Up to Solve a Key AI Challenge in Customer Support
At a recent user event in Las Vegas, NiCE Ltd., a leader in contact-center-as-a-service, announced a partnership with Snowflake Inc., a cloud data warehousing company. While this might seem like an unusual collaboration—since contact center vendors usually partner with CRM or service firms—it directly addresses a major obstacle for customer support teams: managing data effectively.
NiCE highlighted that this partnership aims to “unlock the full value of customer interaction data” across the front, middle, and back office. By combining NiCE’s AI-powered CXone Mpower platform with Snowflake’s Secure Data Sharing, customers can now access and update data seamlessly to automate service processes at scale. The goal is to break down traditional data silos and make rich customer insights more accessible.
Why Data Management Holds Back AI in Contact Centers
Many customer support teams struggle to move forward with AI because their data is scattered across multiple systems. This fragmentation leads to incomplete or fragmented insights. A core principle in data science is simple: good data leads to good insights. Unfortunately, most companies have their customer data trapped in silos, limiting the effectiveness of AI.
This partnership creates a unified, single source of truth for customer data. NiCE uses this consolidated data to power its AI features, making automation smarter and more reliable.
Three Key Benefits of the NiCE-Snowflake Partnership
1. Breaking Data Silos and Merging Customer Interaction Data
With Snowflake Secure Data Sharing, organizations can securely share front office customer data with middle and back-office systems. This merges previously siloed information into a single, trusted data lake on Snowflake. The unified data enables AI to operate across the entire customer journey without gaps or inconsistencies.
2. Enabling Automation Across Departments
Connecting customer interaction data with operational systems opens the door to automating cross-departmental workflows. Tasks like service fulfillment, billing, claims processing, and account updates become faster and more accurate. This reduces manual work and improves efficiency throughout the customer lifecycle.
3. Accelerating AI Adoption and Smarter Decisions
A centralized data lake that is accessible company-wide supports better reporting and richer analytics. It also allows organizations to deploy AI-driven workflows and deliver more personalized customer experiences. With a reliable, single source of data, businesses can make smarter decisions and confidently expand their AI initiatives.
NiCE Now Available on AWS Marketplace
Another announcement from NiCE’s event was that their CXone Mpower platform is now available in the AWS Marketplace. This simplifies purchasing for customers and allows them to use any unused AWS credits. Despite AWS having its own contact center product, Amazon Connect, the AWS Marketplace includes multiple competing vendors to offer customers choice.
AWS confirms there’s no preferential treatment for its own products, so customers benefit from competition that drives innovation. Additionally, NiCE and AWS are co-innovating to let organizations use their data across all customer touchpoints. This collaboration combines NiCE’s AI models with AWS technologies like Amazon Q and Bedrock, further enhancing the AI capabilities available to support teams.
Expanding Partnerships to Enhance Customer Support
Despite some skepticism about NiCE’s history of partnerships, the company has long collaborated with system integrators, service providers, and technology partners. Snowflake and AWS add to this network, expanding NiCE’s ability to deliver comprehensive solutions that address key challenges for customer support professionals.
If you’re looking to improve your contact center’s AI capabilities and data management, exploring solutions developed through partnerships like NiCE and Snowflake can offer practical advantages. For those interested in advancing AI skills applicable to customer support roles, consider checking out Complete AI Training’s courses tailored for customer support professionals.
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