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.