Rushworth says partnership unites 2 industry leaders with shared vision
Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s industry-leading CXone Mpower CX AI platform is to deliver intelligent, automated, and hyper-personalised customer experiences, said the Indian giant technology group on 30 Oct, announcing a strategic partnership with NiCE (NASDAQ: NICE) to revolutionise enterprise contact centre operations.
Driven by Tata Communications’ robust digital channels, globally compliant voice and network infrastructure, deep cloud migration expertise, agentic AI capabilities, and comprehensive managed services, the solution delivers secure, scalable, and personalised customer experiences across more than 190 countries and territories.
NiCE enhances this partnership with the full capabilities of its CXone Mpower platform, an end- to-end CX AI solution that brings together AI-driven workforce augmentation, intelligent automation, and seamless workflow orchestration in a unified solution.
With CXone Mpower at the core, enterprises can rapidly modernise their contact centres, ensure consistent excellence across every channel, and turn customer engagement into a measurable engine for growth, operational efficiency, and long-term loyalty.
Together, Tata Communications and NiCE will accelerate digital transformation for customer service operations, ensuring agility, compliance, and innovation at scale, while evolving them from reactive support units into dynamic AI-powered growth engines that anticipate customer needs, empower agents, and drive proactive service.
Further enhancing this experience is the Tata Communications Kaleyra TX Hub — a modular orchestration layer that connects customers’ existing CX stack and enterprise tools into a unified, intelligent, total agent experience.
Kaleyra TX Hub offers drag-and-drop deployment, personalised agent views, built-in sentiment analysis, and a unified interface for contact centre agents and supervisors. It simplifies the migration journey for enterprises, making it easier to transition to modern CX AI platforms like NiCE CXone Mpower, while preserving continuity and minimising 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, said, “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.”
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. Fiinews.com
