Tata Communications has entered into a strategic partnership with NiCE to reshape enterprise contact centre operations through artificial intelligence. The collaboration combines Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower platform to deliver automated, hyper-personalised customer experiences at scale.
A global approach to next-generation CX
The partnership builds on Tata Communications’ extensive digital infrastructure, which spans over 190 countries and territories. Its AI capabilities, cloud migration expertise, and globally compliant voice and network systems form the foundation of this offering. Together with comprehensive managed services, these enable enterprises to deliver secure, scalable, and tailored customer experiences worldwide.
NiCE complements this with its CXone Mpower solution, an end-to-end platform integrating AI-driven workforce enhancement, automation, and workflow orchestration. By centralising these functions, enterprises can modernise their contact centres quickly and efficiently. The platform ensures consistent service standards across all communication channels while improving operational performance and customer satisfaction.
According to the companies, the joint solution transforms traditional customer service models by enabling contact centres to evolve from reactive operations into proactive, AI-powered hubs that anticipate customer needs and drive engagement.
Intelligent orchestration and enhanced agent experience
A key component of the partnership is Tata Communications’ Kaleyra TX Hub — a modular orchestration layer designed to unify disparate enterprise tools and customer experience systems. The platform features a drag-and-drop interface, built-in sentiment analysis, and personalised agent dashboards, allowing supervisors and agents to operate within a single intelligent environment.
Kaleyra TX Hub also supports seamless integration with AI platforms such as NiCE CXone Mpower, helping enterprises transition to modern systems while maintaining business continuity. This integration enables faster deployment of AI tools, improved data flow, and simplified management of customer interactions.
Gaurav Anand, Vice President and Global Head of the Customer Interaction Suite at Tata Communications, said the collaboration marks a major milestone in redefining service excellence. “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,” he said.
Redefining customer engagement
The alliance aims to accelerate digital transformation across industries by enabling enterprises to harness AI for better customer engagement, greater efficiency, and long-term loyalty. Through this partnership, both companies hope to create a model for future-ready customer service that combines technology, scalability, and human connection.
Darren Rushworth, President of NiCE International, said the partnership reflects both companies’ commitment to transforming customer interactions into measurable business outcomes. “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,” he said.
