Tata Communications and NiCE have partnered to transform global contact centres using AI. The collaboration integrates Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower platform. This aims to deliver intelligent, automated, and hyper-personalised customer experiences across 190 countries. The partnership seeks to evolve customer service operations into dynamic, AI-driven growth engines.
Strategic Partnership for AI-Driven Customer Engagement
Tata Communications and NiCE announced a strategic partnership to revolutionise enterprise contact centre operations on October 30, 2025. The partnership leverages Tata Communications Kaleyra’s AI-powered Customer Interaction Suite and NiCE’s CXone Mpower CX AI platform to offer intelligent, automated, and hyper-personalised customer interactions.
Key Benefits of the Collaboration
The solution combines Tata Communications’ digital channels, global voice network, cloud migration expertise, and agentic AI with NiCE’s CXone Mpower platform. This results in secure and scalable customer experiences in over 190 countries. NICE’s CXone Mpower platform brings workforce augmentation, intelligent automation, and seamless workflow orchestration.
Transforming Customer Service
Tata Communications and NiCE will accelerate digital transformation for customer service operations, focusing on agility and compliance. The goal is to shift reactive support units into AI-powered growth engines, anticipating customer needs and driving proactive service.
Enhancing Customer Experience
The Tata Communications Kaleyra TX Hub, a modular orchestration layer, integrates customer’s existing CX stack and enterprise tools into a unified agent experience. It offers drag-and-drop deployment, personalised agent views, sentiment analysis, and a unified interface for contact centre agents and supervisors.
Executive Perspective
Gaurav Anand, Vice President and Global Head of Customer Interaction Suite at Tata Communications, stated the partnership with NiCE will empower enterprises to deliver intelligent and seamless agent-first contact centre experiences. Darren Rushworth, President of NiCE International, added that the partnership combines two industry leaders to deliver smarter, personalised customer experiences, driving value and loyalty.
Source: BSE
