Tata Communications, NiCE Push for AI-Led, Agent-First Contact Centres

Tata Communications has announced a strategic partnership with NICE to revolutionise enterprise contact centre operations. 

Israel-based NiCE is a global leader in customer experience (CX) and AI-driven contact centre solutions. The collaboration integrates Tata Communications’ Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower CX AI platform to deliver intelligent, automated, and hyper-personalised customer experiences, according to an official release. 

The partnership leverages Tata Communications’ digital channels, globally compliant voice and network infrastructure, cloud migration expertise, agentic AI capabilities, and managed services to deliver secure, scalable, and 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,” said Gaurav Anand, vice president and global head (customer interaction suite) of  Tata Communications. 

“This sets a new benchmark for service transformation, where AI meets automation, migration is effortless, and every conversation is smarter and more connected.”

NiCE will bring full capabilities of its CXone Mpower platform, an end-to-end CX AI solution that combines AI-driven workforce augmentation, intelligent automation, and workflow orchestration in a unified system. 

The partnership also integrates the Tata Communications Kaleyra TX Hub, a modular orchestration layer that connects existing CX stacks and enterprise tools into a unified, intelligent agent experience. 

Kaleyra TX Hub provides drag-and-drop deployment, personalised agent interfaces, built-in sentiment analysis, and a unified dashboard for agents and supervisors. 

With CXone Mpower at the core, enterprises can modernise contact centres, ensure consistent service quality across every channel, and convert customer engagement into a driver for growth, operational efficiency, and long-term loyalty.

The collaboration seeks to evolve contact centres from reactive support units into dynamic AI-powered growth engines that anticipate customer needs, empower agents, and enable proactive service delivery, the company said.