HCLTech, Cisco launch AI-based fluid contact center for enterprises

HCLTech and Cisco have launched an updated version of the Fluid Contact Center solution, combining artificial intelligence and cloud technology to support enterprise customer service operations.

The offering integrates Cisco’s AI-driven Webex Contact Center with HCLTech’s experience in Contact Center as a Service (CCaaS) transformation. The companies said the platform is designed to help enterprises adopt AI and generative AI capabilities across customer engagement functions.

The solution includes multilingual virtual agents, conversational interactive voice response systems, agent-assist tools, analytics, and proactive monitoring. It also provides industry-specific use cases and supports migration from on-premise systems to cloud-based CCaaS environments.

The companies said the platform is built to integrate with existing enterprise systems and aims to simplify the transition to cloud contact centers. It also offers end-to-end experience monitoring tools intended to track performance and service delivery.

Gurpreet Singh Kohli, Executive Vice President and Head of Networks and Contact Center Business Unit at HCLTech,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.”

Shannon Leininger, Vice President of Global Partner Sales at Cisco, said, “By combining Cisco’s AI‑powered Webex Contact Center with HCLTech’s AI and GenAI expertise, we are enabling enterprises to deliver smarter, more personalized engagement and set a new benchmark for modern contact center innovation.”