New Delhi: HCLTech on Friday said it has rolled out an enhanced, AI-powered version of its Fluid Contact Center solution in collaboration with Cisco, as enterprises accelerate the shift from reactive support to predictive, data-led customer engagement.
The offering blends Cisco’s cloud-native, AI-powered Webex Contact Center platform with HCLTech’s expertise in Contact Center as a Service (CCaaS) transformations, enabling enterprises to adopt GenAI-led capabilities such as multilingual virtual agents, conversational IVR, agent-assist tools, analytics and proactive monitoring. The solution is designed for guided migration to CCaaS and easier integration across existing enterprise stacks, the companies said.
“As the contact center landscape evolves rapidly, GenAI and cloud-native architectures are redefining what exceptional customer experience looks like,” said Gurpreet Singh Kohli, executive vice president and head of Networks and Contact Center Business Unit at HCLTech, adding that the long-standing partnership with Cisco is focused on reshaping customer journeys and delivering measurable CX outcomes.
Cisco said the joint solution will help enterprises move toward more personalised, intelligent engagement at scale. “By combining Cisco’s AI-powered Webex Contact Center with HCLTech’s AI and GenAI expertise, we are enabling smarter, more personalised engagement,” said Shannon Leininger, vice president of global partner sales at Cisco.
HCLTech and Cisco have worked together for over three decades across engineering, IT and customer experience architectures, supporting clients in more than 60 countries. The refreshed Fluid Contact Center underscores both companies’ push to capture enterprise spend as contact centers become a frontline for AI adoption and experience-led differentiation.