HCL-Microsoft Join Hands In This Domain

HCLTech and Microsoft have announced an expanded partnership to modernize contact center operations through generative AI and cloud-based solutions. The agreement focuses on integrating Microsoft Dynamics 365 Contact Center with HCLTech’s services, aiming to improve efficiency, customer experiences, and operational scale.

Details of the Partnership
As part of the collaboration, HCLTech will assume responsibility for Nuance’s Enterprise Professional Services business, including its team and existing contracts. This move positions HCLTech as the exclusive professional services provider for Nuance's customer base and the preferred partner for migrating them to Microsoft Dynamics 365 Contact Center.

The agreement also includes the creation of a Nuance Migration Factory, a system designed to facilitate large-scale and efficient migrations. This initiative aligns with both companies goals to expand their presence in the growing Contact Center as a Service (CCaaS) market.

Key Changes and Expertise Integration
Over 550 specialists from Microsoft’s Nuance team, known for their expertise in conversational AI, will transition to HCLTech as part of the agreement. This addition enhances HCLTech’s capabilities in implementing AI-driven solutions for customer service. The partnership also highlights Microsoft Dynamics 365 Contact Center as a preferred solution for new and existing clients, offering features like AI-powered Copilot to streamline operations.

“HCLTech is making a bold move to lead AI-driven innovation in the rapidly growing CCaaS market,” said Anil Ganjoo, Chief Growth Officer, Americas, TMT at HCLTech. “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. We are excited to welcome best-in-class AI talent from Microsoft to our organization, which will further enhance our capabilities and, together with our preferred partnership in the CCaaS space, position HCLTech as a leader in the services market, driving AI-powered business outcomes.”

Charles Lamanna, Corporate Vice President at Microsoft, added, “This collaboration combines HCLTech’s implementation expertise with our AI and automation tools to help organizations drive efficiency and growth.”
 
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