Technology provider HCLTech said it has strengthened its strategic partnership with Microsoft to transform customer service experiences using generative AI and cloud-based contact centre solutions.
The expanded partnership will see HCLTech become the exclusive professional services partner for existing customer contracts of Nuance Enterprise Professional Services, which was a Microsoft unit until January this year.
More than 550 Nuance staff join HCLTech.
HCLTech will establish a Nuance Migration Factory to transfer Nuance solutions to Microsoft Dynamics 365 Contact Centre.
It will grow Contact Centre as a Service (CCaaS) business for both companies.
The agreement makes Microsoft Dynamics 365 Contact Centre HCLTech's preferred contact centre solution, integrating professional services, customer self-service applications and Microsoft Copilot capabilities.
The partnership will deliver system integration, application development, migration services and new customer implementations, supported by AI transformation services.
"HCLTech is making a bold move to lead AI-driven innovation in the rapidly growing CCaaS market," Anil Ganjoo, chief growth officer, Americas, TMT at HCLTech, said.
"We are thrilled to expand our partnership with HCLTech, who shares our vision of leveraging AI to transform the CCaaS market," Charles Lamanna, corporate vice president, business and industry Copilot at Microsoft, said.
HCLTech, which employs more than 220,000 people across 60 countries, reported consolidated revenues of US$13.8 billion for the 12 months ending December 2024.
The company delivers digital, engineering, cloud and AI capabilities across industries including financial services, manufacturing, healthcare, technology, telecom, retail and public services.
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