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HCLTech and Cisco have come out with a newer version of their Fluid Contact Center solution. The aim is to help companies shift customer engagement work more toward AI-driven and cloud-based operations.
The solution brings together Cisco’s AI-powered Webex Contact Center platform and HCLTech’s experience in Contact Center as a Service transformation work. The basic idea is to make it easier for businesses to move from older contact center systems into AI-assisted service environments without forcing a big, sudden infrastructure change.
The platform supports virtual agents that can speak and respond in multiple languages. These agents use conversational IVR style interaction instead of only button navigation. There are also tools that help human operators while they are handling calls, along with analytics features and monitoring functions that keep track of service performance. The goal is to reduce the burden of handling repetitive inquiries and improve response speed, but still keep service quality consistent.
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The solution also tries to cover industry specific use cases depending on how each business operates. Companies can integrate the system with their existing workflows and gradually move toward CCaaS deployment.
The two companies have been working together for more than 30 years across engineering, IT architecture, and customer experience projects in over 60 countries.
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