In a recent development, HCL Technologies Limited has taken a bold step in the Contact Center as a Service (CCaaS) market by expanding its strategic partnership with Microsoft. The company announced the acquisition of Nuance’s Enterprise Professional Services business, along with its team and existing customer contracts. This move positions HCLTech as the exclusive professional services partner for Nuance Enterprise’s current customers.
As part of the deal, HCLTech will integrate Microsoft Dynamics 365 Contact Center as its preferred contact center solution, incorporating AI capabilities through Microsoft’s Copilot technology. More than 550 Nuance Enterprise Professional Services personnel specializing in conversational AI will transition to HCLTech. This acquisition will enable HCLTech to establish a Nuance Migration Factory to facilitate customer transitions to Microsoft Dynamics 365 Contact Center, offering services such as system integration, application development, and AI transformation services.
Anil Ganjoo, Chief Growth Officer, Americas, TMT at HCLTech, described the partnership with Microsoft as a significant move in the CCaaS market, while Charles Lamanna, Corporate Vice President at Microsoft, highlighted HCLTech’s leadership in contact center transformations. The collaboration aims to enhance customer service experiences through generative AI and cloud-based solutions.
HCL Technologies, with consolidated revenues of $13.8 billion for the 12 months ending December 2024 and a global workforce of over 220,000 employees across 60 countries, is well-positioned to drive innovation and transformation in the contact center space. This strategic partnership with Microsoft underscores HCLTech’s commitment to delivering cutting-edge solutions and exceptional customer service in the era of digital transformation.
