Tata Communications today announced a strategic partnership with NiCE, aimed at revolutionising enterprise contact centre operations worldwide. 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 at scale.
The joint solution leverages Tata Communications’ global digital infrastructure, including compliant voice and network services, deep cloud expertise, and advanced agentic AI capabilities. Supported by the company’s managed services, the offering provides secure, scalable, and highly personalised customer interactions across more than 190 countries and territories.
NiCE brings its CXone Mpower platform to the partnership — an all-in-one CX AI solution that integrates AI-driven workforce augmentation, intelligent automation, and seamless workflow orchestration. This enables enterprises to modernise their contact centres quickly, deliver consistent performance across channels, and convert customer engagement into a growth engine for business efficiency and loyalty.
Together, Tata Communications and NiCE aim to accelerate digital transformation in customer service operations, evolving them from reactive support centres into proactive, AI-powered growth hubs. The collaboration focuses on ensuring agility, compliance, and innovation at scale, empowering customer service teams to anticipate customer needs and deliver proactive support.
Further enhancing the ecosystem is the Tata Communications Kaleyra TX Hub — a modular orchestration layer that unifies customers’ existing CX stack and enterprise tools. The TX Hub provides drag-and-drop deployment, personalised agent dashboards, built-in sentiment analysis, and a unified interface for agents and supervisors. This makes it easier for enterprises to transition to modern AI-driven CX platforms like NiCE CXone Mpower while maintaining business continuity and minimising disruption.
