Tata Communications has announced a strategic partnership with NiCE to transform enterprise contact centre operations on a global scale. This collaboration combines Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower CX AI platform to deliver intelligent, automated, and hyper-personalized customer engagement experiences.
Backed by Tata Communications’ robust digital infrastructure spanning globally compliant voice networks, cloud expertise, advanced AI, and managed services this collaboration enables secure, scalable, and seamless customer experiences across more than 190 countries and territories.
NiCE strengthens this alliance with the CXone Mpower platform, a complete end-to-end CX AI solution that integrates AI-driven workforce enhancement, intelligent automation, and streamlined workflow orchestration. With CXone Mpower as the foundation, enterprises can quickly modernize their contact centres, achieve consistent performance across every touchpoint, and transform customer interactions into measurable outcomes from operational efficiency to long-term loyalty.
Together, Tata Communications and NiCE aim to fast-track digital transformation in customer service operations.This partnership helps businesses become more agile, compliant, and innovative. It transforms traditional support centers into proactive, AI-powered hubs that anticipate customer needs, empower agents, and deliver smarter, more personalized service experiences.
Adding even more value to this transformation is the Tata Communications Kaleyra TX Hub, a modular orchestration layer designed to unify enterprise CX tools into a single intelligent ecosystem. The TX Hub features drag-and-drop deployment, personalized agent dashboards, sentiment analysis, and a unified interface for both agents and supervisors. It simplifies the migration process, helping organizations seamlessly shift to modern CX AI platforms like NiCE CXone Mpower while maintaining business continuity and minimizing disruption.
Gaurav Anand, Vice President and Global Head Customer Interaction Suite, Tata Communications, said, “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 collaboration marks a significant step toward revolutionizing enterprise CX, offering businesses a future-ready framework to deliver proactive, intelligent, and deeply personalized customer experiences.
