HCLTech and Cisco have announced the joint launch of their unified platform, the latest version of their Fluid Contact Center solution, to enhance customer engagement and operational efficiency.
The extended partnership will provide customers with AI capabilities to enable conversational experiences and cross-channel automation.
By simplifying migration from legacy to cloud native CCaaS, enterprises can better connect contact centre platforms with existing systems.
Gurpreet Singh Kohli, EVP and Head of Networks and Contact Center Business Unit at HCLTech, highlights that as trends move toward proactive customer engagement, enterprises need to be prepared to meet this rising standard for CX.
“As the contact center landscape is evolving rapidly, from reactive support to proactive and now predictive engagement, GenAI and cloud‑native architectures are redefining what exceptional customer experience looks like,” he said.
“Our collaboration with Cisco, a trusted partner for more than three decades, is focused on reshaping customer journeys and delivering transformative CX outcomes together.”
Enterprises with legacy systems or older contact center architectures often struggle to support modern multichannel engagement, making migration and integration of new capabilities slow and complex.
This can include struggles with agent overload, limited automation, and slow handling times as agents navigate multiple systems with little consistency.
A Cisco study revealed that companies are struggling to implement AI capabilities into their contact centers, with 96% of respondents expecting agents to focus only solely on complex or highly specialized interactions, with agents facing greater cognitive load, increased pressure, and more emotionally demanding conversations as a result.
Without modernization and stronger automation support, enterprises risk declining efficiency, inconsistent customer experiences, and increased team burnout.
Having released the previous version of the Fluid Contact Center solution in November, HCLTech’s original solution offered intelligence tools and agent-assist AI to support teams in gathering data and insights as well as context and suggestions during calls.
Unified Solution for CX Modernization
This latest version, however, now focuses on full-AI-driven interaction automation, cloud scalability, and end-to-end CCaaS transformation that can manage high customer volumes and enhance agent and customer experience.
By combining Cisco’s cloud-native Webex Contact Center with HCLTech’s transformation expertise, enterprises can now experience this unified platform for modernized customer engagement.
This updated solution provides AI and generative AI tools that can work across voice, chat, and digital channels to automate interactions, assist agents, and summarise conversations.
To ensure its move from reactive to proactive, this solution offers predictive monitoring and analytics to track performance and identify issues before they reach the customer.
The platform also includes a conversational IVR for natural language understanding to interpret customer intent without rigid menu selections.
To expand their customer base, enterprises can now also deploy multilingual virtual agents to handle routine questions or tasks, supporting global operations.
This also includes support for industry-specific use cases and integrations with existing systems, enabling enterprises to accelerate deployment and tailor the experience to targeted business needs.
Shannon Leininger, VP of Global Partner Sales at Cisco, explains that this unified solution aims to bring tailored context to the customer experience, raising the standard for contact center technology.
“At Cisco, we are committed to empowering our partners to deliver innovative solutions that elevate customer experience,” she said.
“By combining Cisco’s AI‑powered Webex Contact Center with HCLTech’s AI and GenAI expertise, we are enabling enterprises to deliver smarter, more personalized engagement and set a new benchmark for modern contact center innovation.”
Transforming CX with AI-Powered Contact Centers
HCLTech and Cisco’s AI-powered Fluid Contact Center solution offers considerable improvements to the customer experience, ensuring engagement feels faster, more intuitive, and more consistent while providing agents with better tools to serve customers efficiently and raise contact center expectations.
By implementing AI and generative AI for multilingual agents and conversational IVR, this supports smarter self-service and faster resolution, reducing customer wait times and ensuring service availability 24/7.
The solution also offers more consistent and personalized engagement, targeting responses based on customer context and history, tailoring interactions for customer satisfaction and individualized support.
For human agent customer support, the agent-assist tools give frontline staff real-time suggestions, insights, and summarized conversation context, ensuring faster response time and overall reduced handling times and errors.
And with a more modernized omnichannel experience, customers can interact through their preferred channel and switch over without agents losing context for a seamless experience.
Experiences are also enhanced by instilling proactive monitoring and performance tracking, allowing teams to identify and address customer issues before customers experience unwelcome inconsistencies in service quality, ensuring experience reliability.
Organizations can now also adopt new and complex CX capabilities with ease in this latest version, ensuring reduced technology update friction and keeping customer experience improvements on pace with business needs.
By offering enterprise customers more AI-rich, cloud-oriented contact center solutions that enhance engagement and support migration, this helps modernize customer service, scale operations, and improve key performance outcomes.
