HCLTech, a worldwide technology leader, has announced  to expand its strategic collaboration with Microsoft to revolutionize customer service interactions by leveraging generative AI and cloud solutions. This partnership aims to improve contact center functions by leveraging Microsoft Dynamics 365 Contact Center, a Copilot-first solution intended to provide exceptional customer service, simplify issue resolution, and boost operational efficiency.

In the context of the broadened collaboration, HCLTech plans to incorporate Nuance's Enterprise Professional Services division into its contact center solutions. This involves moving Nuance's team and current customer agreements to HCLTech, establishing it as the sole professional services partner for Nuance's existing clients.

HCLTech will act as the preferred partner in transitioning these customers to Microsoft Dynamics 365 Contact Center, managing a dedicated Nuance Migration Factory to facilitate effective and extensive migrations.

Moreover, HCLTech will choose Microsoft Dynamics 365 Contact Center as its main solution for contact centers. Through the incorporation of top-tier professional services, customer self-service tools, and Microsoft Copilot features, HCLTech seeks to improve its current range of experience-center technology offerings. This broadened selection will enable companies to enhance customer engagements and boost service results.

The collaboration enhances HCLTech's abilities by adding more than 550 Nuance Enterprise Professional Services staff to its workforce. These experts, possessing significant knowledge in conversational AI, will allow HCLTech to offer Microsoft clients a variety of AI-driven digital transformation services, such as system integration, application development, migration, and new customer implementations.