HCLTech and Cisco have launched an updated Fluid Contact Center platform combining Webex Contact Center with HCLTech's AI expertise to deliver full AI-driven interaction automation, predictive analytics, and cloud-native scalability across voice, chat, and digital channels. The solution addresses enterprise struggles with legacy system modernization by reducing agent context-switching, automating routine interactions through multilingual virtual agents and conversational IVR, and providing real-time agent-assist tools with conversation summarisation and proactive performance monitoring. For teams currently managing agent overload and slow migration timelines, this unified platform reduces deployment friction and shifts contact centers from reactive to proactive engagement models, though success will depend on how well the AI components perform under production load and how seamlessly the integration aligns with your existing ServiceNow or other workflow systems.
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