Wednesday, February 18, 2026
HCLTech has introduced an upgraded version of its Fluid Contact Center solution, strengthening its long-standing collaboration with Cisco. This enhanced platform integrates advanced artificial intelligence (AI) and cloud-based capabilities, enabling enterprises to modernize customer engagement and improve service delivery across channels. As businesses increasingly prioritize seamless and personalized customer interactions, this solution arrives at a critical moment when AI-driven automation continues to reshape the contact center landscape.
Notably, the upgraded Fluid Contact Center brings together Cisco’s AI-powered, cloud-native Webex Contact Center platform with HCLTech’s proven expertise in Contact Center as a Service (CCaaS) transformation. As a result, enterprises can adopt intelligent and scalable tools powered by AI and Generative AI (GenAI). These capabilities help organizations enhance responsiveness, streamline workflows and improve operational efficiency. Furthermore, the combined strength of both companies enables businesses to transition smoothly from legacy systems to modern cloud-based environments.
In addition, the solution introduces several advanced features designed to transform customer support. These include multilingual virtual agents, conversational interactive voice response (IVR), agent-assist tools and real-time analytics. Moreover, proactive monitoring and industry-specific use cases help organizations anticipate customer needs rather than simply reacting to them. This predictive approach allows enterprises to deliver faster resolutions and more meaningful interactions.
Equally important, HCLTech has designed the Fluid Contact Center for flexibility and easy integration. It supports guided migration to CCaaS, making it easier for enterprises to adopt new technologies without disrupting existing operations. At the same time, the platform ensures end-to-end experience assurance, helping companies maintain service quality while scaling their digital transformation initiatives. Consequently, organizations can improve customer satisfaction while achieving measurable improvements in performance and efficiency.
“As the contact center landscape is evolving rapidly, from reactive support to proactive and now predictive engagement, GenAI and cloud-native architectures are redefining what exceptional customer experience looks like,” said Gurpreet Singh Kohli, Executive Vice President and Head of Networks and Contact Center Business Unit at HCLTech. “Our collaboration with Cisco, a trusted partner for more than three decades, is focused on reshaping customer journeys and delivering transformative CX outcomes together.”
Meanwhile, Cisco emphasized the strategic importance of partner-driven innovation in advancing customer experience technologies.
“At Cisco, we are committed to empowering our partners to deliver innovative solutions that elevate customer experience,” said Shannon Leininger, Vice President of Global Partner Sales at Cisco. “By combining Cisco’s AI-powered Webex Contact Center with HCLTech’s AI and GenAI expertise, we are enabling enterprises to deliver smarter, more personalized engagement and set a new benchmark for modern contact center innovation.”
Overall, this enhanced Fluid Contact Center solution highlights the growing role of AI, GenAI and cloud technologies in shaping the future of customer experience. As enterprises continue to adopt intelligent automation, collaborations like this will play a crucial role in helping organizations deliver faster, smarter and more proactive customer support.
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