Tata Communications announced a strategic partnership with NiCE to transform enterprise contact centre operations. The collaboration combines Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower CX AI platform, delivering intelligent, automated, and hyper-personalised customer experiences.

Leveraging Tata Communications’ global digital channels, secure network infrastructure, cloud migration expertise, agentic AI capabilities, and managed services, the solution ensures scalable, compliant, and personalised interactions across more than 190 countries and territories.

NiCE brings its CXone Mpower platform to the partnership — an end-to-end CX AI solution that integrates AI-driven workforce augmentation, intelligent automation, and seamless workflow orchestration. Enterprises can modernise contact centres rapidly, maintain consistent excellence across channels, and turn customer engagement into measurable growth and operational efficiency.

Together, Tata Communications and NiCE aim to accelerate digital transformation in customer service, evolving contact centres from reactive support units into AI-powered growth engines that anticipate customer needs, empower agents, and deliver proactive service.

Enhancing this collaboration is the Tata Communications Kaleyra TX Hub — a modular orchestration layer that unifies existing CX stacks and enterprise tools. With drag-and-drop deployment, personalised agent views, built-in sentiment analysis, and a single interface for agents and supervisors, Kaleyra TX Hub simplifies migration to modern CX AI platforms like NiCE CXone Mpower while ensuring 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.”