HCLTech and Cisco have launched an updated Fluid Contact Center platform that shifts contact centers from reactive to proactive engagement through AI-driven automation, predictive analytics, and conversational IVR across voice, chat, and digital channels. The solution addresses legacy system constraints by simplifying cloud migration, reducing agent cognitive load through real-time assist tools and conversation summaries, and enabling multilingual virtual agents to handle routine interactions whilst freeing agents for complex cases. For your teams, this represents a competitive shift toward predictive issue identification and omnichannel consistency—you'll need to evaluate whether your current stack can match this level of proactive automation and cross-channel context retention.
AI Hype Is Over – Now Contact Centers Need Results CX Today
HCLTech and Cisco Launch AI-Driven Unified Contact Center Platform For Proactive Customer Engagement CX Today