WebinarsResearchIMPACT AwardsCMSWire TVPodcastsEvents CalendarEditorial CalendarAdvertising
A group of people wearing event badges and red hats pose on a racetrack beside a large Tata Communications banner that reads “#EmpoweringTomorrow,” with grandstands and spectators visible in the background.
News

Tata Communications & NiCE Partner on AI-Powered Contact Centers

2 minute read
Dom Nicastro avatar
By
November 3, 2025
Contact Center
SAVED
Global telecommunications provider teams with CX platform company to deliver AI-driven customer engagement solutions across 190+ countries.

The Gist

  • Strategic partnership formed. Tata Communications and NiCE integrate AI-powered contact center platforms.

  • AI-driven transformation. Combined solution enables intelligent automation and personalised customer interactions globally.

  • Impact on enterprises. Enterprise contact center leaders gain scalable tools for growth, efficiency and CX innovation.

Tata Communications announced a strategic partnership with NiCE on Nov. 3, integrating its respective AI-powered contact center platforms. The collaboration combines Tata Communications Kaleyra's Customer Interaction Suite with NiCE's CXone Mpower CX AI platform.

According to company officials, the integrated solution aims to deliver intelligent, automated and personalized customer experiences across more than 190 countries and territories. The partnership leverages Tata Communications' global infrastructure and NiCE's AI capabilities to help enterprises modernize their contact centers.

Table of Contents

Impacted Audiences for AI-Powered Contact Center Solution

  • Enterprise contact center leaders and CX executives

  • Multinational corporations seeking global customer engagement solutions

  • Organizations transitioning from legacy contact center systems

AI in the Contact Center: Cost Center to Value Center

AI orchestration is transforming contact centers from cost centers to strategic assets, enabling personalized experiences that drive customer loyalty and operational efficiency.

Tata Communications, a global telecommunications provider operating in over 190 countries, has been expanding its customer experience capabilities through strategic partnerships and AI integration.

According to industry reports, 52% of business decision-makers have prioritized AI specifically to increase customer support efficiency. This shift represents an evolution from viewing technology as merely cost-cutting to seeing it as an enabler of enhanced customer experiences.

The market is moving from fragmented AI solutions to comprehensive orchestration that analyzes company information and customer history in seconds. This approach enables personalized interactions at every touchpoint, fostering loyalty and driving repeat business.

Businesses face implementation challenges, including high replacement costs (37%) and data privacy concerns (35%). Successful organizations are adopting platform-based approaches that integrate multiple AI tools rather than locking into single-vendor solutions.

Recent industry discussions highlight how AI-driven insights are enabling a shift from reactive to proactive strategies, with predictive analytics anticipating customer needs before problems arise9transforming how businesses engage with customers.

Customer Conversations That Are Connected

In an era where every customer interaction shapes loyalty, our partnership with NiCE empowers enterprises to deliver intelligent, seamless, and agent-first contact center experiences. This sets a new benchmark for service transformation — where AI meets automation, migration is effortless, and every conversation is smarter and more connected. 

- Gaurav Anand, Vice President and Global Head — Customer Interaction Suite

Tata Communications

Tata Communications-NiCE Solution Capabilities

The partnership introduces several key components designed to transform contact center operations:

CapabilityDescription
Integrated AI platformsCombines Kaleyra Suite with CXone Mpower for comprehensive CX AI
Kaleyra TX HubOrchestration layer connecting existing CX tools with unified interface
Global reachService delivery across 190+ countries with compliant infrastructure
Agent augmentationAI-driven tools to enhance agent performance and decision-making
Workflow automationIntelligent process automation for operational efficiency
Migration supportSimplified transition path from legacy to modern CX platforms

Tata Communications Background

A global digital infrastructure provider, the company primarily targets large enterprises and service providers. It was founded in 1986 in India and is part of the Tata Group.

Core Offerings

The company delivers network, cloud and security services, including managed connectivity, unified communications, and Internet of Things (IoT) solutions. Its global network infrastructure supports multinational operations, while its cloud and edge services are designed to enable digital transformation. Security services address compliance and threat management needs across industries.

Market Position

Operating in the telecommunications and enterprise IT sectors, the company serves multinational corporations, service providers and government organizations. Its customer base typically includes large enterprises seeking reliable international connectivity and digital infrastructure. The company asserts a significant presence in emerging markets and positions itself as a partner for global digital transformation initiatives.

fa-regular fa-lightbulb Have a tip to share with our editorial team? Drop us a line:

About the Author
Dom Nicastro

Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:

Main image: @tata_comm | X
Tags
nicengrvcall centerscustomer experiencecontact centercustomer engagementcustomer service and supporttata communicationstatanews
Featured Research
Featured research
Guide
How to Turn Data, AI and Empathy Into 1:1 CX
A practical guide to transforming customer experience through real-time insights, intelligent orchestration and a little human understanding
Read now
Featured research
Guide
2026 CX Trends Guide: Top 10 Insights for Smarter Strategy
Smarter service. Faster outcomes. Happier customers. NiCE breaks down the future of CX in one guide.
Read now
Featured research
Research Report
The CX Gap Is Real — AI Can Help Close It
78% of companies think they’ve improved CX. Only 31% of customers agree. This report shows what to do about it.
Read now
Featured research
eBook
The Blueprint for Building an AI-First Contact Center
Stop clinging to a phone-first strategy in a multimodal world. Build the workforce of the future with AI.
Read now
Featured research
White Paper
Cut Costs, Not Corners: Build a Smarter Customer Access Strategy with AI
The right conversational AI strategy can cut handling time by 70% and boost CSAT by 32%. We’ve got the blueprint.
Read now
Featured research
eBook
The Hidden Impact of AI in the Contact Center
AI’s biggest impact isn’t always flashy—it’s the smarter, quieter stuff that actually moves the needle.
Read now
Featured research
eBook
From Reactive to Ready: Scaling Contact Center Ops with WFM That Works
When customer demand shifts by the minute, your workforce strategy needs more than spreadsheets and guesswork it needs agile, AI-powered WFM built for digital service.
Read now
Featured research
Research Report
Closing the CX Gap: Leaders vs. Customers
81% of leaders use AI, 74% of customers still pick up the phone and the gap is costing loyalty
Read now
Featured research
eBook
Cut Through the AI Noise: Your CX Roadmap Starts Here
Five9 Genius AI helped leaders cut 50% of calls, save 44% in costs and match customer intent 80% of the time — here’s the roadmap
Read now
Featured research
Case Study
CX Transformation That Pays for Itself
Five9 customers saw 212% ROI in under six months — find out how
Read now
Featured research
Case Study
From Fragmentated Sites to Future-Proof Framework
How Cox Automotive cut complexity to deliver consistent experiences at speed
Read now
Featured research
eBook
The State of AI in Customer Experience 2025
How AI, human talent and unified platforms are driving up to 20% higher customer satisfaction and measurable ROI.
Read now