HCLTech has unveiled an expanded partnership with Microsoft to revolutionise customer service experiences through genAI and cloud-based contact centre solutions. This collaboration will enable clients to leverage Microsoft Dynamics 365 Contact Center, a Copilot-first platform designed to accelerate issue resolution and boost the efficiency of customer service teams.
“HCLTech is boldly moving to lead AI-driven innovation in the rapidly growing CCaaS market. By combining our expertise in digital transformation with Microsoft’s GenAI, automation and Copilot capabilities, we are uniquely positioned to help customers unlock the full potential of AI and cloud-native services,” said Anil Ganjoo, Chief Growth Officer, Americas, TMT at HCLTech.
In addition, HCLTech will assume responsibility for Nuance’s Enterprise Professional Services business, including its existing customer contracts and team. To streamline this transition, HCLTech will launch a specialized “Nuance Migration Factory” to efficiently scale the migration process and expand both companies’ CCaaS business.
HCLTech will now make Microsoft Dynamics 365 Contact Center its primary contact centre solution, incorporating professional services, self-service applications, and Microsoft Copilot capabilities into its portfolio of technology services. Furthermore, a team of over 550 Nuance Enterprise Professional Services professionals will join HCLTech to continue providing Microsoft customers with a broad range of services.
Moreover, these services will include system integration, application development, customer migrations, and new customer implementations. Additionally, they will include the expansion of AI transformation offerings, supporting digital transformation on a global scale.