The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

We know that means our NiCE world is getting much bigger, and we know we can’t build this future alone. Partnering with the best is a central part of creating a NiCE world. That’s why we've announced new strategic partnerships with Amazon Web Services, Inc. (AWS), ServiceNow, and Snowflake, who are leaders in AI, workflow automation, and data.

These partnerships go beyond integration. They accelerate how we deliver innovation to customers faster, more efficiently, and at enterprise scale. It’s a strategic shift that reflects a more open, more collaborative, and more partner-ready NiCE. And this is just the beginning.

These partnerships aren’t just aligned with our vision; they are already delivering impact. Each one brings unique strengths that extend the ability of organizations to set a new standard in customer service.

Three strategic accelerators with one unified platform

NiCE + AWS: Accelerating innovation and AI adoption

We’re combining NiCE’s deep CX expertise with AWS’s leading AI services to help businesses build, deploy, and scale intelligent automation across every role and workflow. This is all part of our commitment to help our customers unlock the full power of data across every interaction.

Our work with AWS furthers the promise of a NiCE world by providing simplified access to enterprise-grade AI solutions, faster deployment cycles, and seamless scalability.

NiCE + AWS strategic value

Together, NiCE and AWS are unlocking enterprise-wide value by embedding AWS’s AI innovation into the CXone Mpower platform. This partnership pairs NiCE’s proven expertise in customer service automation with AWS’s advanced infrastructure and generative AI capabilities, turning AI investment into scalable, real-world impact.

The partnership accelerates three high-impact innovations:

• AI agents built for CX action
  CXone Mpower Agents automate customer service workflows with speed, accuracy, and brand alignment. Amazon Q ensures agents act within live policy and data guardrails, while Amazon SageMaker enables rich customization. Mpower Agents are built using a conversational interface, allowing anyone to design and deploy powerful automation instantly.
• Workflow orchestration for end-to-end automation
  CXone Mpower Orchestrator connects and automates every workflow across teams, systems, and channels. It unifies people, processes, and AI on a single platform, resolving customer requests from the initial intent through final fulfillment. By integrating with Amazon Q Business, Orchestrator connects a wider range of systems, applications, and data, allowing seamless, personalized, and unified customer journeys. Support for Amazon Nova models delivers real-time decisions at critical moments with model selection optimized for speed, accuracy, and business impact.
• Workforce augmentation with real-time intelligence
  CXone Mpower Copilots deliver live AI-powered guidance to agents, supervisors, and leaders by automating tasks, improving decisions, and boosting productivity. AWS enhances NiCE’s specialized Copilots with globally distributed infrastructure and broad language support, enabling fast, scalable deployment with low latency and high availability worldwide.

“By combining Amazon Bedrock, Amazon Q, and our Nova family of LLMs with NiCE's CXone Mpower, we're enabling enterprises to deploy intelligent automation that's both powerful and purpose-built for real customer challenges. This collaboration with NiCE demonstrates how AWS's generative AI capabilities can help accelerate innovation at scale across customer experience workflows,” said Rohan Karmarkar, managing director, partner solution architecture at AWS.

“NiCE brings decades of deep customer service expertise, rich data and a proven AI-based foundation. AWS brings enhanced scale, infrastructure and generative AI innovation,” said Barry Cooper, President, CX Division, NiCE. “Together, we’re delivering enterprise-wide automation, turning vision into action across the front, middle and back office. Mpower Agents are just one example: AI-powered agents that deploy instantly, adapt in real time and operate with precision at scale.”

CXone Mpower is now available in AWS Marketplace, allowing customers to move faster than ever in bringing its feature-rich capabilities into their unified AWS environment. When you combine the technical integration along with the availability in AWS Marketplace, customers can deploy at scale in record time.

NiCE + ServiceNow: Connecting the front, middle, and back office with smart automation

Our partnership with ServiceNow connects real-time customer interactions with enterprise workflows, so humans and AI agents can resolve service needs seamlessly across every team. What we’ve created is a NiCE world where customer service management can access a turnkey AI-powered framework that connects workflows across front, middle, and back-office operations.

NiCE + ServiceNow strategic value

Together, NiCE and ServiceNow deliver enterprise-grade automation that bridges a long-standing operational gap by connecting the contact center with the systems that actually resolve customer issues. This unified approach removes the need for human “middleware” and accelerates positive business outcomes across the entire service journey.

The partnership delivers three high-impact use cases:

• Intelligent routing and complete service orchestration
  Connects every customer request to the right employee or AI agent across any channel, team, or division. AI analyzes intent, sentiment, history, behavioral data, and SLAs in real-time to orchestrate each request to the right employee and workflow across front, middle, and back office.
• Real-time intelligence for employees
  Equip service teams with role-specific copilots that deliver immediate visibility into customer sentiment, interaction history, and behavioral patterns. Embedded real-time guidance in ServiceNow supports accurate decisions, automates task execution, and initiates follow-up workflows to improve resolution speed and consistency across the service lifecycle.
• Continuous quality and performance improvement
  Monitor interactions in real-time to identify emerging trends, compliance gaps, and service execution breakdowns. These insights directly inform workflows, enabling automated quality assurance, performance optimization, and targeted coaching. Beyond operations, organizations can use these signals to inform product enhancements, refine policies, and improve end-to-end business processes.

“Organizations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NiCE’s CCaaS and WEM capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow.

“Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NiCE and ServiceNow are breaking down barriers that so often get in an organization’s way when working to deliver a fully integrated service experience. [This partnership] also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience.” said Liz Miller, VP & Principal Analyst with Constellation Research.

NiCE + Snowflake: Unlocking CX automation across the front, middle and back office

The CXone Mpower Data Lake, built on Snowflake AI Data Cloud, gives joint customers secure, governed access to billions of interaction data points. This real-time intelligence powers analytics, reporting, and automation across the front, middle, and back office. It breaks down silos and transforms customer interactions into actionable enterprise insights.

As NiCE CEO Scott Russell said at Interactions 2025, “Creating a NiCE world truly is a team effort. We provide the platform, we provide the applications, we provide the integrations, and we provide the know-how. But it is you, our customers, who use them to generate memorable human experiences.”

NiCE + Snowflake strategic value

Together, NiCE and Snowflake provide a secure, AI-ready data foundation purpose-built for customer experience. Joint customers can activate CX interaction data to automate service workflows, personalize experiences, and power real-time decisions that improve outcomes across the front, middle, and back office.

For joint customers, the partnership activates CXone Mpower data in Snowflake to drive scalable automation and smarter enterprise decisions:

• Centralized interaction data across the enterprise
  The CXone Mpower Data Lake consolidates structured and unstructured CX data into a governed Snowflake environment. Teams across departments can query and analyze interaction-level insights in real time, alongside other enterprise data, without complex ETL or duplication.
• Automated fulfillment across service workflows
  Real-time interaction data can trigger downstream AI agents and workflows such as billing, claims, or account updates. Snowflake enables seamless, scalable fulfillment across departments and systems with speed and accuracy.
• Strategic insights to optimize operations and innovation
  Live CX data reveals friction points, emerging trends, and performance gaps. These insights drive continuous optimization of processes, updates to policy, and even product innovation by turning everyday service interactions into a source of enterprise intelligence.

“This collaboration exemplifies how Snowflake partners are unlocking the value of AI-driven data across the enterprise,” said Kieran Kennedy, VP, Data Cloud Product Partners, Snowflake. “By connecting NiCE’s customer interaction intelligence with broader enterprise ecosystems, we enable joint customers to automate previously siloed processes, accelerate AI adoption, and drive smarter business decisions, all from a single, secure platform.”

“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,” said Mila D’Antonio, Principal Analyst, Omdia.

Scaling the NiCE world

Each of these partnerships extends the reach of CXone Mpower to help businesses move faster, automate smarter, and connect service across the enterprise.

By uniting AWS’s AI scale, ServiceNow’s workflow depth, and Snowflake’s real-time data platform with NiCE’s CX expertise, we’re creating something bigger than any one integration. We are creating a unified platform that brings every insight, every task, and every moment of service into sync.

With one unified AI platform and three strategic partners, we’re accelerating the path to AI-powered transformation. We work alongside organizations to expand smart automation across every layer of their operations, from the front lines where customers connect, through the vital middle processes, to the foundational back-office fulfillment. And we do it all while keeping everything beautifully simple.

Together with AWS, ServiceNow, and Snowflake, we’re not just imagining a NiCE world, we’re building it. For customers. For teams. For the future of service.

And we’re just at the beginning of fulfilling the vision of a NiCE world with each new technology partner. Stay tuned for even more exciting announcements as we continue to build out this strategy to create a NiCE world.

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