HCLTech and Microsoft Strengthen Strategic Partnership to Revolutionize Contact Centers with Generative AI and Cloud Solutions

HCLTech, a global leader in technology services, unveiled the expansion of its strategic partnership with Microsoft to revolutionize customer service experiences through generative AI and cloud-based contact center solutions. This collaboration will empower businesses to deploy Microsoft Dynamics 365 Contact Center, a Copilot-first solution designed to enhance customer interactions, accelerate problem resolution, boost customer service representative productivity, and optimize operational efficiency. As part of this enhanced partnership, HCLTech will acquire Nuance’s Enterprise Professional Services business, including the dedicated team and existing customer contracts, integrating it into its contact center portfolio. HCLTech will now serve as the exclusive professional services partner for current customers of Nuance Enterprise Professional Services and will be the preferred partner in transitioning these customers to Microsoft Dynamics 365 Contact Center. To support this migration, HCLTech will operate a Nuance Migration Factory, facilitating large-scale, efficient migrations while expanding its Contact Center as a Service (CCaaS) capabilities in collaboration with Microsoft. Additionally, HCLTech will play a pivotal role in implementing Microsoft Dynamics 365 Contact Center for new customers. By making Microsoft Dynamics 365 Contact Center its preferred contact center solution, HCLTech will enhance its existing portfolio of experience-center technologies, incorporating industry-leading professional services, customer self-service applications, and Microsoft Copilot capabilities.

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Microsoft’s team of over 550 Nuance Enterprise Professional Services experts, recognized for their deep knowledge of conversational AI, will join HCLTech, continuing to support Microsoft customers worldwide. This collaboration will provide Microsoft customers with access to HCLTech’s AI-driven digital transformation services, including:

• System integration and application development
• Migration to Microsoft Dynamics 365 Contact Center
• New customer implementations
• Expansion of joint offerings, including AI transformation services

“HCLTech is taking a decisive step to lead AI-powered innovation in the rapidly evolving CCaaS market,” said Anil Ganjoo, Chief Growth Officer, Americas, TMT at HCLTech. “By combining our expertise in digital transformation with Microsoft’s Generative AI, automation, and Copilot capabilities, we’re uniquely positioned to help customers harness the full potential of AI and cloud-native services. We’re thrilled to welcome Microsoft’s top-tier AI talent into our organization, further bolstering our capabilities and reinforcing our leadership in the CCaaS space, driving AI-powered business outcomes.” “We are excited to expand our partnership with HCLTech, whose vision for leveraging AI to transform the CCaaS market aligns perfectly with ours,” said Charles Lamanna, Corporate Vice President, Business and Industry Copilot at Microsoft. “HCLTech is an industry leader in contact center transformation and is ideally positioned to help customers unlock the power of AI to achieve operational efficiency, scalability, and growth.”