Mumbai: Tata Communications has announced a strategic partnership with NiCE to revolutionise enterprise contact centre operations worldwide. This collaboration integrates Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower platform, delivering intelligent, automated, and hyper-personalised customer experiences at scale.
Leveraging Tata Communications’ robust digital channels, globally compliant voice and network infrastructure, deep cloud migration expertise, agentic AI capabilities, and comprehensive managed services, the joint solution ensures secure, scalable, and personalised customer engagement across more than 190 countries and territories.
NiCE’s CXone Mpower platform brings end-to-end CX AI capabilities, including AI-driven workforce augmentation, intelligent automation, and seamless workflow orchestration. This unified solution enables enterprises to modernise their contact centres rapidly, maintain consistent service excellence across channels, and convert customer engagement into a measurable driver of growth, operational efficiency, and long-term loyalty.
Together, Tata Communications and NiCE aim to accelerate digital transformation in customer service operations, evolving them from reactive support units into proactive, AI-powered growth engines. These systems are designed to anticipate customer needs, empower agents, and deliver smarter, more connected service experiences.
Central to this transformation is the Tata Communications Kaleyra TX Hub — a modular orchestration layer that unifies customers’ existing CX stack and enterprise tools. Kaleyra TX Hub simplifies deployment with drag-and-drop functionality, personalised agent views, built-in sentiment analysis, and a unified interface for agents and supervisors. It streamlines the migration journey to modern CX AI platforms like NiCE CXone Mpower, ensuring continuity and minimising disruption.
Gaurav Anand, Vice President and Global Head — Customer Interaction Suite, Tata Communications, stated, “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.”
Darren Rushworth, President, NiCE International, added, “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.”
This alliance marks a pivotal moment in the evolution of global contact centres, positioning AI as the cornerstone of customer experience innovation.
