Tata Communications and NiCE announced a partnership that aims to revolutionise enterprise contact centre operations. It aims to deliver intelligent, automated, and hyper-personalised customer experiences across more than 190 countries and territories.
“In an era where every customer interaction shapes loyalty, our partnership with NiCE empowers enterprises to deliver intelligent, seamless, and agent-first contact centre experiences. This sets a new benchmark for service transformation — where AI meets automation, migration is effortless, and every conversation is smarter and more connected,” Gaurav Anand, vice president and global head, Customer Interaction Suite, Tata Communications, said.
AI-powered customer engagement
The collaboration entails the convergence of Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s industry-leading CXone Mpower CX AI platform.
NiCE’s CXone Mpower platform is an end-to-end CX AI solution that leverages AI-driven workforce augmentation, intelligent automation, and seamless workflow orchestration.
Tata Communications Kaleyra TX Hubis a modular orchestration layer that ensures a smooth transition for customers by connecting their existing CX stack and enterprise tools into a unified, intelligent, and total agent experience. With features like drag-and-drop deployment, personalised agent views, built-in sentiment analysis, and a unified interface for contact centre agents and supervisors, it simplifies the migration process. It also eases transition to modern CX AI platforms like NiCE CXone Mpower, while maintaining continuity and minimising disruption.
Darren Rushworth, president, NiCE International, said, “This partnership unites two industry leaders with a shared vision — to help enterprises deliver smarter, more personalised customer experiences that drive measurable impact. Backed by Tata Communications’ global reach and trusted expertise, we’re transforming every interaction into an opportunity to create value, loyalty, and competitive advantage.”
