In today’s hyperconnected world, where every interaction defines brand perception, customer experience (CX) has evolved from a support function into a strategic growth engine. Tata Communications—through its Kaleyra Customer Interaction Suite—has announced a strategic partnership with NICE, the global leader in AI-driven CX solutions, to take enterprise contact centres into a new era of intelligent, automated, and hyper-personalised engagement.

The collaboration combines Tata Communications’ global communication infrastructure and AI capabilities with NICE’s CXone Mpower platform, aiming to create what both companies describe as a “total agent experience” — one that seamlessly blends automation, human empathy, and proactive service delivery.

The Power of Two: Tata Communications Meets NICE CXone

At the heart of this partnership lies a powerful integration. Tata Communications’ Kaleyra platform already powers customer interactions across 190+ countries, providing digital channels, compliant voice infrastructure, and deep cloud expertise. NICE brings its CXone Mpower — an end-to-end CX AI solution designed to unify intelligent automation, agent augmentation, and workflow orchestration in a single interface.

This isn’t just another API integration story. Together, the companies are positioning this as a holistic CX transformation model — where enterprises can modernise their contact centres rapidly without major operational disruptions.

NICE’s AI-driven orchestration ensures that agents are not only supported by automation but are empowered to act smarter and faster, while Tata Communications ensures the infrastructure, security, and scalability to deploy such solutions globally.

Intelligent Orchestration Through Kaleyra TX Hub

One of the standout elements in this partnership is the Kaleyra TX Hub — a modular orchestration layer that serves as the “glue” between existing CX stacks and new AI-driven systems like CXone Mpower.

TX Hub promises drag-and-drop deployment, personalised agent dashboards, built-in sentiment analysis, and a unified interface for both agents and supervisors. In practice, this means fewer silos, quicker onboarding, and simpler cloud migration — something that’s traditionally been a major challenge for large enterprises moving away from legacy systems.

This is particularly relevant as businesses accelerate the shift toward cloud-first contact centre architectures. Gartner forecasts that by 2027, 75% of customer service interactions will be handled through AI-powered platforms — up from just 30% in 2023. Solutions like TX Hub and CXone Mpower align directly with that trajectory, helping enterprises modernise without losing operational continuity.

Voices from the Partnership

“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,” said Gaurav Anand, Vice President and Global Head of Customer Interaction Suite at Tata Communications. “This sets a new benchmark for service transformation — where AI meets automation, migration is effortless, and every conversation is smarter and more connected.”

Echoing this sentiment, Darren Rushworth, President of NICE International, emphasised the shared vision:

“This partnership unites two industry leaders with a shared goal — 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.”

Why This Partnership Matters Now

This announcement lands at a time when contact centres are under immense pressure to do more with less — balancing automation and empathy while meeting customer expectations for instant, personalised service.

NICE already commands a strong position in this field. Its CXone platform is recognised by Forrester and Gartner as one of the most complete AI-driven CX ecosystems, often compared with players like Genesys, Five9, and Talkdesk. Yet, what differentiates this alliance is Tata Communications’ network and infrastructure muscle, offering the global reach and compliance framework that most CX software providers alone can’t deliver.

Together, the two firms are essentially merging best-in-class software intelligence with carrier-grade communication infrastructure — an equation that few competitors can replicate.

The Bigger Picture: From Reactive to Predictive CX

Traditional contact centres have long been reactive — solving problems only after customers reach out. The Tata–NICE partnership represents a shift toward predictive and proactive engagement, powered by agentic AI that anticipates needs, guides agents, and resolves issues before they escalate.

It also mirrors a wider market movement. Accenture’s 2025 CX trends report notes that businesses integrating AI into contact centres see up to 40% faster resolution times and a 25% increase in customer satisfaction scores. As enterprises worldwide continue to digitise operations post-pandemic, agility and personalisation have become non-negotiable.

About NICE

NICE develops AI solutions that put people at the centre of digital engagement. Its platforms enable enterprises to automate, orchestrate, and optimize interactions—transforming them from routine exchanges into intelligent, value-creating experiences. Operating in over 150 countries, NICE solutions are trusted by governments, financial institutions, and global enterprises for scalable, compliant, and measurable customer engagement.

About Tata Communications

Part of the Tata Group, Tata Communications is a global digital ecosystem enabler, driving enterprise transformation through connected solutions, cloud and security services, and media delivery. With a presence in more than 190 countries, it powers digital economies through trusted infrastructure and innovation at scale.

Final Take: A Smart, Scalable CX Evolution

While many partnerships in the CX space promise transformation, few manage to align technological depth with true global execution. The Tata Communications–NICE alliance feels different because it bridges the gap between enterprise-grade infrastructure and AI-driven agility.

Competitors like Genesys and Five9 are making strides in AI integration, but Tata Communications’ combination of compliance, global network reliability, and managed services could give this partnership a distinct edge—particularly for multinational enterprises seeking seamless deployment across regions.

Ultimately, this collaboration reflects where the future of CX is heading: toward unified, AI-empowered ecosystems that make every customer interaction smarter, faster, and more meaningful. For enterprises still viewing their contact centres as cost centres rather than growth engines, this might just be the wake-up call they need.