Tata Communications and NiCE Join Forces to Revolutionize Global Contact Centers with AI-Enhanced Customer Engagement

Transforming Global Contact Centers with AI

In an era where customer experience is crucial for business success, Tata Communications and NiCE have announced a strategic partnership aimed at transforming contact center operations worldwide. This collaboration brings together Tata Communications' AI-powered Kaleyra customer interaction suite and NiCE's leading CXone Mpower platform to deliver intelligent, automated, and hyper-personalized customer experiences.

A New Era for Customer Engagement

The combination of these two robust platforms provides businesses with the tools they need to create seamless customer journeys. Tata Communications offers a strong digital channel infrastructure, global voicemail, and a comprehensive suite of cloud migration services that ensure secure and scalable customer experiences across more than 190 countries.

NiCE complements this partnership with its end-to-end AI-powered CXone Mpower solution, which integrates workforce augmentation driven by AI, intelligent automation, and streamlined workflow orchestration into a unified platform. With CXone Mpower, organizations can quickly modernize their contact centers, ensuring consistent excellence across all communication channels. This transformation enables customer engagement to become a measurable engine of growth, boosting operational efficiency and fostering long-term loyalty.

Accelerating Digital Transformation

Together, Tata Communications and NiCE aim to accelerate the digital transformation of customer service operations, ensuring agility, compliance, and innovation at scale. The partnership shifts support units from being reactive to becoming dynamic growth engines powered by AI, which anticipates customer needs, empowers agents, and promotes proactive service.

Central to this experience is the Tata Communications Kaleyra TX Hub, a modular orchestration layer that seamlessly connects existing customer CX stacks and enterprise tools into a unified and intelligent agent experience. The TX Hub allows for a drag-and-drop deployment, customized views for agents, integrated sentiment analysis, and a unified interface for both agents and contact center supervisors. It facilitates a smoother migration journey for businesses transitioning to modern AI-driven CX platforms like NiCE CXone Mpower while ensuring continuity and minimal disruption.

Gaurav Anand, Vice President and Global Head of Customer Interaction Suite at Tata Communications, expressed that "in an age where every customer interaction shapes loyalty, our partnership with NiCE empowers businesses to deliver intelligent, seamless, and agent-focused contact center experiences. This sets a new standard for service transformation—where AI meets automation, migration is effortless, and every interaction becomes more intelligent and connected."

Darren Rushworth, President of NiCE International, emphasized that this partnership unites two industry leaders with a shared vision to help organizations deliver smarter and more personalized customer experiences that make a measurable impact. With the global reach and trusted expertise of Tata Communications, they are transforming every interaction into an opportunity to create value, loyalty, and a competitive edge.

Conclusion

As Tata Communications and NiCE venture into this strategic alliance, they are poised to redefine customer service in today's fast-paced digital landscape. By leveraging AI technology and automation, they are not only enhancing operational efficiency but also paving the way for businesses to build stronger, more meaningful customer relationships. This partnership signifies a major leap forward in the evolution of customer engagement, which is essential for businesses navigating the complexities of the current market.