In the age of instant expectation, the contact centre has become the new frontline of brand value. It is where digital transformation meets human interaction, and where the difference between loyalty and lost business is often measured in seconds. That makes Tata Communications’ new partnership with NiCE a particularly intriguing development in customer engagement this year.
Their collaboration combines Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower platform, aspiring to transform how global businesses orchestrate, automate, and personalise customer experience at scale.
Solving the CX Modernisation Bottleneck with Tata Communications
Many organisations are trapped in a vicious cycle of relying on legacy systems, siloed data, and fragmented agent tools that hinder innovation and frustrate customers. Migrating to modern CX platforms can feel like rewiring an aircraft mid-flight.
Tata Communications’ Kaleyra TX Hub promises to ease that turbulence. The orchestration layer acts as connective tissue across existing systems, offering drag-and-drop deployment, sentiment analysis, and a unified agent interface. The goal is to simplify migration without interrupting service continuity.
Gaurav Anand, Vice President and Global Head, Customer Interaction Suite at Tata Communications, commented:
“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.”
A Tata Communications and NiCE Platform Built for Intelligence and Scale
Tata Communications brings formidable assets to the table, including a globally compliant voice and data infrastructure spanning 190 countries, as well as deep expertise in cloud migration and AI deployment.
NiCE complements this with CXone Mpower, a platform uniting workforce augmentation, intelligent automation, and workflow orchestration. In tandem, they aim to shift contact centres from reactive cost centres into data-driven growth engines that anticipate needs and scale innovation.
“This partnership unites two industry leaders with a shared vision — to help enterprises deliver smarter, more personalised customer experiences that drive measurable impact,” said Darren Rushworth, President of NiCE International. “Backed by Tata Communications’ global reach and trusted expertise, we’re transforming every interaction into an opportunity to create value, loyalty, and competitive advantage.”
Gartner estimates that by 2026, over 80 percent of customer interactions will be AI-mediated, a reminder that this transformation is not optional but genuinely existential.
Operational Impact: From Cost Efficiency to Customer Insight
For CIOs and CX leaders, the implications are significant. Intelligent automation reduces cost-to-serve and agent churn. Orchestrated workflows improve first-contact resolution. Meanwhile, AI-driven sentiment analysis converts every conversation into actionable intelligence for marketing, sales, and product teams.
The result is not just a smoother service operation, but a richer understanding of customer intent – an insight that compounds value across the business.
In financial terms, the payoff lies in higher retention, lower operating costs, and faster ROI on CX transformation projects. For the workforce, it means shifting agents from repetitive tasks to higher-value human interactions; empathy where it matters, efficiency where it doesn’t.
Key Takeaway of the NiCE/Tata Communications Partnership
Every business today claims to be customer-centric. But true differentiation lies not in what you say to your customers, but in what your systems understand about them, and how fast you act on that understanding.
As Tata Communications and NiCE align AI, automation, and orchestration into a single ecosystem, they are both modernising the contact centre but also pursuing the loftier goal of redefining how global businesses convert conversations into capital.
NiCE Acquires Cognigy for $955M
In July, NiCE agreed to acquire conversational AI specialist Cognigy for $955 million in a decisive move that could significantly enhance its AI capabilities.
This deal brings together Cognigy, one of the first enterprise tech providers to launch AI agents, and its robust portfolio of AI capabilities with NiCE’s CXone Mpower platform.
“This is a landmark moment for NiCE, a strategic move that fast-tracks our AI innovation agenda and sets a new standard for customer experience in the AI era,” said Scott Russell, CEO of NiCE.
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