Tata Communications today announced a strategic partnership with NiCE, uniting two heavyweights in global communications and customer experience technology to reshape how enterprises manage customer interactions.
The collaboration combines Tata Communications Kaleyra’s AI-powered Customer Interaction Suite with NiCE’s CXone Mpower platform, an end-to-end customer experience (CX) AI solution. Together, they aim to transform traditional contact centres into intelligent, predictive, and hyper-personalized customer engagement hubs — a shift that’s long overdue in a sector still dominated by legacy systems and reactive workflows.
Powered by Tata Communications’ global digital channels, voice infrastructure, and agentic AI capabilities, the integrated solution is designed to deliver secure, compliant, and scalable customer experiences across 190+ countries and territories.
“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 Tata Communications’ Customer Interaction Suite.
Turning Contact Centres Into Growth Engines
At the core of this partnership is NiCE’s CXone Mpower — a unified AI platform that combines workforce augmentation, intelligent automation, and workflow orchestration to help enterprises modernize their CX operations.
Instead of treating customer support as a cost centre, CXone Mpower aims to make it a growth engine — leveraging AI insights to anticipate needs, personalize responses, and empower agents with real-time decision support.
“This partnership unites two industry leaders with a shared vision — to help enterprises deliver smarter, more personalized customer experiences that drive measurable impact,” said Darren Rushworth, President, NiCE International. “Backed by Tata Communications’ global reach, we’re transforming every interaction into an opportunity to create value and loyalty.”
Kaleyra TX Hub: The Glue That Holds It Together
A key component of this alliance is the Tata Communications Kaleyra TX Hub, a modular orchestration layer that connects a company’s existing CX stack with new AI-driven tools like NiCE’s Mpower platform.
TX Hub allows for drag-and-drop deployment, sentiment analysis, and personalized agent dashboards — effectively giving contact centre agents a unified workspace that’s intuitive, intelligent, and insight-rich. For enterprises wary of disruptive migration, TX Hub simplifies transitions by maintaining continuity while modernizing backend systems.
The result? Faster deployments, smarter automation, and smoother human-AI collaboration — without the growing pains typically associated with CX platform overhauls.
The Bigger Picture: AI Is Rewriting CX Economics
As enterprise AI adoption accelerates, contact centres are emerging as one of the most visible and valuable frontiers for transformation. According to market analysts, the CX automation market is projected to grow at double-digit rates over the next five years, with AI-driven personalization and orchestration platforms leading the charge.
Tata Communications’ partnership with NiCE positions it squarely in that growth lane — combining the infrastructure muscle of a global telecom player with the agility of a CX AI innovator. The message to enterprises is clear: AI-powered CX isn’t just about efficiency anymore — it’s about competitive differentiation and brand loyalty.
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