Singapore – Tata Communications has entered into a strategic partnership with NiCE to enhance how enterprises engage with customers through AI-powered contact centre solutions.
The collaboration combines Tata Communications’ Kaleyra’s Customer Interaction Suite with NiCE’s CXone Mpower platform to create more intelligent, efficient, and personalised customer interactions across global markets.
The partnership focuses on improving customer experience and engagement by integrating advanced automation, sentiment analysis, and agent enablement tools. Tata Communications brings its global communication infrastructure, digital channels, and cloud expertise, while NiCE contributes its AI-driven customer experience technology designed to streamline workflows and enhance service consistency.
“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,” Gaurav Anand, vice president and global head of customer interaction suite at Tata Communications, commented.
“This sets a new benchmark for services transformation—where AI meets automation, migration is effortless, and every conversation is smarter and more connected.”
Through this collaboration, enterprises can transform their customer engagement operations into agile, data-driven ecosystems that proactively respond to customer needs. The solution enables a seamless and unified experience for both customers and service agents, ensuring higher satisfaction and improved operational efficiency.
“This partnership will help enterprises deliver smarter, more personalised customer experiences that drive measurable impact,” Darren Rushworth, president of NiCE International, shared.
“Backed by Tata’s global reach and trusted expertise, we’re transforming every interaction into an opportunity to create value, loyalty, and competitive advantage.”
The partnership includes the use of Tata Communications’ Kaleyra TX Hub, which connects an organisation’s existing customer experience systems and enterprise tools into a single platform.
The hub simplifies the transition to modern AI-driven CX platforms like NiCE’s CXone Mpower by offering easy deployment, integrated sentiment insights, and a unified interface for contact centre agents. This reduces disruption during migration and strengthens continuity while enhancing agent productivity.
The partnership aims to help organisations worldwide modernise their contact centres and transform traditional customer support functions into AI-enabled engines of engagement, loyalty, and growth.
