HCLTech has announced an upgraded release of its Fluid Contact Center platform, developed in partnership with Cisco, aimed at helping enterprises modernize customer engagement through AI and cloud-native capabilities.
The solution integrates Cisco’s Webex Contact Center—an AI-enabled, cloud-based platform—with HCLTech’s domain expertise in Contact Center as a Service (CCaaS) transformation. This combined offering enables organizations to deploy generative AI-powered tools that improve service agility, optimize agent productivity, and deliver more personalized customer interactions.
The enhanced platform includes multilingual virtual assistants, conversational IVR, real-time agent assist, advanced analytics, proactive system monitoring, and industry-tailored workflows. Designed for modular deployment and seamless integration with existing enterprise systems, it supports a structured migration to CCaaS while simplifying technology adoption and ensuring end-to-end experience management.
Gurpreet Singh Kohli, Executive Vice President and Head of the Networks and Contact Center Business Unit at HCLTech, noted that contact centers are shifting from reactive support models to predictive, insight-driven engagement. He emphasized that the joint solution leverages generative AI and cloud architectures to redesign customer journeys and deliver measurable CX outcomes.
Shannon Leininger, Vice President of Global Partner Sales at Cisco, highlighted that the collaboration empowers enterprises to provide intelligent, context-aware interactions by combining Cisco’s AI-powered Webex Contact Center with HCLTech’s AI and GenAI implementation capabilities.
HCLTech and Cisco have maintained a strategic alliance for more than three decades, spanning engineering, IT infrastructure, and customer experience programs, serving clients across 60+ countries.
