By navigating our site, you agree to allow us to use cookies, in accordance with our Privacy Policy.

HCLTech, Microsoft Expand AI Contact Center Partnership

HCLTech, Microsoft Expand AI Contact Center PartnershipHCLTech has announced the expansion of its strategic partnership with Microsoft to transform customer service experiences with generative AI and cloud-based contact center solutions. HCLTech will empower clients to activate Microsoft Dynamics 365 Contact Center, a Copilot-first solution that delivers superior customer experiences, accelerates problem-solving, empowers customer service representatives and drives efficiency.

As part of the expanded partnership, Nuance’s Enterprise Professional Services business—including the team and existing customer contracts— will be transferred to HCLTech and become a part of its contact center offering. As part of this, HCLTech will become the exclusive professional services partner for existing customer contracts of the Nuance Enterprise Professional Services organization. HCLTech will also become the preferred partner to support the migration of existing Nuance Enterprise Professional Services customers to Microsoft Dynamics 365 Contact Center. In support of this, HCLTech will operate a Nuance Migration Factory to migrate Nuance solutions efficiently and at scale, while expanding the Contact Center as a Service (CCaaS) business for both HCLTech and Microsoft. HCLTech will also serve as a leading partner for new Microsoft Dynamics 365 Contact Center implementations.

HCLTech will enhance its offerings by making Microsoft Dynamics 365 Contact Center its preferred contact center solution, integrating industry-leading professional services, customer self-service applications and Microsoft Copilot capabilities into its existing suite of experience-center technology services.

Microsoft’s current team of more than 550 Nuance Enterprise Professional Services personnel, with deep conversational AI expertise, will join HCLTech to continue to service Microsoft customers globally. Microsoft customers will gain access to HCLTech’s AI-led digital transformation services, including consulting, implementation, upgrades and support services, such as:

  • System integration and application development
  • Migration to Microsoft D365 Contact Center
  • New customer implementations
  • Expansion of joint offerings including AI transformation services

“We are thrilled to expand our partnership with HCLTech, who shares our vision of leveraging AI to transform the CCaaS market,” said, Charles Lamanna, Corporate Vice President, Business and Industry Copilot at Microsoft. “HCLTech is a leader in contact center transformations and is well positioned to help customers harness the power of AI to drive operational efficiency, scale and growth.”

Tags

Rashmi

I’m a passionate writer who loves storytelling and enjoys exploring different topics. Whether it's writing articles or engaging stories, I aim to inform and inspire readers. With each piece I create, my goal is to connect with people, engage them, and offer new perspectives that encourage meaningful discussions.

Related Articles

Upcoming Events