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Tata Communications has announced a strategic partnership with NiCE to transform enterprise contact center operations. This collaboration integrates Tata Communications' Kaleyra AI-powered Customer Interaction Suite with NiCE's CXone Mpower CX AI platform, creating a unified solution to deliver intelligent, automated, and hyper-personalized customer experiences on a global scale.
Quick Intel
Tata Communications forms a strategic partnership with NiCE for contact centers.
The collaboration integrates Tata's Kaleyra suite with NiCE's CXone Mpower AI platform.
The solution aims to deliver hyper-personalized customer experiences.
It leverages Tata's global network infrastructure and cloud migration expertise.
The Kaleyra TX Hub provides a modular orchestration layer for existing systems.
The goal is to turn contact centers into proactive, AI-powered growth engines.
The partnership brings together two powerful technology stacks. Tata Communications contributes its robust digital channels, globally compliant voice infrastructure, and agentic AI capabilities. This is combined with NiCE's CXone Mpower, an end-to-end CX AI platform that provides AI-driven workforce augmentation, intelligent automation, and seamless workflow orchestration. The unified solution is designed to help enterprises rapidly modernize their contact centers and ensure consistent excellence across every customer interaction channel.
A key component of the joint offering is the Tata Communications Kaleyra TX Hub, which acts as a modular orchestration layer. This hub connects a company's existing customer experience tools and enterprise systems into a unified, intelligent interface for agents and supervisors. It features drag-and-drop deployment, personalized agent views, and built-in sentiment analysis, simplifying the migration to modern AI platforms like NiCE CXone Mpower while minimizing operational disruption.
The combined solution is positioned to evolve contact centers from reactive support units into dynamic, AI-powered engines for business growth. By leveraging AI to anticipate customer needs and empower human agents, the partnership aims to help enterprises drive proactive service, improve operational efficiency, and build long-term customer loyalty. The global reach of Tata Communications ensures these secure and scalable experiences can be delivered across more than 190 countries.
This partnership between Tata Communications and NiCE represents a significant consolidation in the contact center AI space. By uniting infrastructure, AI capabilities, and orchestration tools, the two companies are providing a comprehensive path for enterprises to achieve a new benchmark in customer service transformation, where every conversation is more connected, intelligent, and impactful.
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
A part of the Tata Group, Tata Communications (NSE: TATACOMM) (BSE: 500483) is a global digital ecosystem enabler powering today's fast-growing digital economy in more than 190 countries and territories. Leading with trust, it enables digital transformation of enterprises globally with collaboration and connected solutions, core and next gen connectivity, cloud hosting and security solutions and media services. 300 of the Fortune 500 companies are its customers and the company connects businesses to 80% of the world's cloud giants.
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