HCLTech and Cisco are deepening their three-decade partnership with an enhanced version of the Fluid Contact Center solution, launched on . The unified platform aims to streamline customer engagement and operational efficiency by leveraging AI and cloud-native architectures, addressing a growing need for proactive and predictive customer service.
The updated Fluid Contact Center focuses on simplifying the often-complex migration from legacy contact center systems to cloud-based Contact Center as a Service (CCaaS). This is particularly relevant for enterprises struggling with multichannel engagement, agent overload and slow handling times due to fragmented systems. The solution provides a “guided migration” path, easing the transition and reducing the friction typically associated with major infrastructure overhauls.
According to a Cisco study, 96% of companies anticipate agents focusing on complex interactions, leading to increased cognitive load and emotional strain. HCLTech and Cisco’s solution directly addresses this challenge by automating routine tasks and providing agents with AI-powered tools to enhance their efficiency and improve the overall customer experience.
The core of the enhanced Fluid Contact Center is the integration of HCLTech’s managed services expertise with Cisco’s cloud-native Webex Contact Center platform. This combination delivers AI and generative AI capabilities across voice, chat, and digital channels. Key features include multilingual virtual agents, conversational Interactive Voice Response (IVR) systems, agent-assist tools, proactive monitoring, and industry-specific use cases.
The conversational IVR utilizes natural language understanding to interpret customer intent, moving beyond rigid menu selections. Multilingual virtual agents expand reach and support global operations by handling routine inquiries in multiple languages. These features aim to provide faster resolution times, 24/7 service availability, and reduced customer wait times.
Beyond self-service improvements, the solution offers significant benefits for human agents. Agent-assist tools provide real-time suggestions, insights, and summarized conversation context, reducing handling times and minimizing errors. The platform also supports a seamless omnichannel experience, allowing customers to switch between channels without losing context.
Proactive monitoring and performance tracking are also central to the Fluid Contact Center’s capabilities. These features enable teams to identify and address potential issues before they impact the customer experience, ensuring consistent service quality. The platform’s flexibility allows organizations to layer on capabilities as needed, scaling support across regions without incurring linear costs.
“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,” said Gurpreet Singh Kohli, Executive Vice President and Head of Networks and Contact Center Business Unit at HCLTech. “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, emphasized the solution’s ability to deliver tailored customer experiences. “At Cisco, we are committed to empowering our partners to deliver innovative solutions that elevate customer experience,” she 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.”
The Fluid Contact Center’s architecture prioritizes scalability and ease of integration, enabling enterprises to accelerate deployment and tailor the experience to specific business needs. This is particularly important for organizations seeking to adopt new and complex customer experience capabilities without significant technology update friction.
The solution aims to deliver more consistent and personalized engagement by targeting responses based on customer context and history. By offering AI-rich, cloud-oriented contact center solutions that enhance engagement and support migration, HCLTech and Cisco are positioning themselves to help enterprises modernize customer service, scale operations, and improve key performance outcomes. The platform’s focus on AI-driven automation and cloud scalability represents a significant step towards meeting the evolving demands of modern customer engagement.
