HCLTech and Cisco have announced the joint launch of their latest version of the Fluid Contact Center solution, aimed at enhancing customer engagement and operational efficiency. This updated unified platform gives enterprises access to advanced AI capabilities that facilitate conversational experiences and cross-channel automation, crucial for modern customer interactions.
The partnership underscores a commitment to simplifying the migration from legacy contact center systems to cloud-native CCaaS (Contact Center as a Service). Companies often face challenges when integrating new digital capabilities with existing systems, leading to slow and complex transitions. In this context, Gurpreet Singh Kohli, EVP and Head of Networks and Contact Center Business Unit at HCLTech, emphasized the need for enterprises to adapt to evolving customer expectations.
“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,” Kohli stated. He noted that the collaboration with Cisco, a partner for over three decades, is focused on transforming customer journeys and delivering significant improvements in customer experience (CX).
Enterprises relying on outdated contact center architectures often grapple with challenges such as agent overload and limited automation, resulting in slow handling times and inconsistent service quality. A recent study by Cisco revealed that many companies struggle to implement AI in their contact centers, with a staggering 96% of respondents indicating that agents are expected to focus solely on complex interactions. This places an increased cognitive load and heightened pressure on agents, leading to more emotionally demanding conversations.
Without modernization and enhanced automation, organizations risk falling behind, facing declining efficiency and increased team burnout. The previous version of the Fluid Contact Center, released in November, included intelligence tools and agent-assist AI to help teams gather insights during customer interactions. However, the latest version centers on AI-driven interaction automation and end-to-end CCaaS transformation, designed to manage high customer volumes while improving both agent and customer experiences.
Unified Solution for CX Modernization
This updated solution integrates Cisco’s cloud-native Webex Contact Center with HCLTech’s transformational expertise. It provides AI and generative AI tools capable of working across various channels—voice, chat, and digital—to automate interactions, assist agents, and summarize conversations. A significant feature is the predictive monitoring and analytics functionality, which allows organizations to track performance and identify potential issues before they escalate to customers.
The platform also includes a conversational IVR (Interactive Voice Response) designed for natural language understanding, allowing it to interpret customer intent without rigid menu selections. Enterprises can expand their customer base by deploying multilingual virtual agents to address routine inquiries, facilitating global operations.
Shannon Leininger, VP of Global Partner Sales at Cisco, highlighted that this unified solution aims to set a new standard for contact center technology. “At Cisco, we are committed to empowering our partners to deliver innovative solutions that elevate customer experience,” she remarked. By combining Cisco’s AI-powered Webex Contact Center with HCLTech’s AI and GenAI expertise, the partnership aims to offer smarter and more personalized engagement, redefining modern contact center innovation.
The enhanced AI-powered Fluid Contact Center significantly improves the customer experience, making engagement faster, more intuitive, and consistent. The implementation of AI and generative AI not only supports multilingual agents and conversational IVR but also facilitates smarter self-service, resulting in reduced customer wait times and ensuring 24/7 service availability.
Moreover, the solution promotes more personalized engagement by tailoring responses based on customer context and history, ultimately striving for higher customer satisfaction. For human agents, the agent-assist tools provide real-time suggestions and insights, streamlining response times and minimizing handling errors.
With a modernized omnichannel experience, customers can switch between their preferred channels seamlessly, all while maintaining context. The integration of proactive monitoring and performance tracking equips teams to address customer issues before they become evident, ensuring a reliable service experience.
This latest iteration of the Fluid Contact Center not only allows organizations to adopt new CX capabilities with ease but also reduces the friction often associated with technology updates. By offering AI-rich, cloud-centered solutions that enhance engagement and facilitate smoother migrations, HCLTech and Cisco are positioning enterprises to modernize customer service, scale operations, and improve key performance outcomes. As businesses continue to prioritize customer-centric strategies, the implications of this collaboration may have lasting effects on the industry landscape.
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