HCLTech and Cisco Launch AI-Driven Unified Contact Center for Proactive Customer Engagement
HCLTech and Cisco have released the latest version of their Fluid Contact Center solution-now a unified, AI-driven platform that brings cloud, automation, and predictive analytics under one roof. The goal is simple: move contact centers from reactive support to proactive, even predictive engagement, while cutting handling times and easing agent load.
The partnership pairs Cisco's cloud-native Webex Contact Center with HCLTech's transformation expertise to simplify migration from legacy stacks and integrate with the systems you already use. If your team is juggling multiple tools, high volumes, and limited automation, this is built to steady the floor and raise the ceiling at the same time.
What's new (and why it matters)
- Full AI-driven interaction automation: Automate routine conversations across voice, chat, and digital channels with GenAI and NLU, so agents focus on the work that truly needs them.
- Predictive monitoring and analytics: Spot issues before customers feel them; keep CX consistent even at peak demand.
- Conversational IVR: Natural language understanding interprets intent without rigid menus, reducing transfers and misroutes.
- Multilingual virtual agents: 24/7 coverage for common requests across regions, with consistent quality.
- Agent assist and summaries: Real-time suggestions and instant conversation summaries to trim AHT and reduce errors.
- Omnichannel continuity: Customers can switch channels without forcing agents to re-collect context.
- CCaaS migration, simplified: Connect the contact center to your existing systems and industry-specific workflows without a slow, risky rebuild.
As HCLTech's Gurpreet Singh Kohli put it, the shift is clear: "from reactive support to proactive and now predictive engagement." The platform is built to meet that bar.
The problem this solves
- Agent overload: Teams bounce between tools with inconsistent data, which drags out resolution times.
- Limited automation: Self-service often stalls on intent detection, especially with multilingual requests.
- Inconsistent experiences: Without predictive analytics, quality dips go unnoticed until customers complain.
A recent Cisco study found most leaders expect agents to handle only complex, high-stakes cases-raising cognitive load and emotional pressure without the proper assist. This release closes that gap with automation, context, and coaching built into the flow of work.
What you can expect in day-to-day operations
- Shorter waits and faster resolutions: Conversational IVR and virtual agents deflect routine contacts; agents step in with full context when needed.
- Higher first-contact resolution: Better intent detection and knowledge suggestions reduce ping-ponging.
- Reduced burnout: Agent-assist trims cognitive load; summaries save admin time between interactions.
- Consistent CX across channels: No re-introductions, no repeated questions, fewer escalations.
If you're leading Support, here's a practical rollout plan
- Map high-volume intents first: Identify top 15-25 contact drivers and build automation where success criteria are clear.
- Stand up a multilingual virtual agent pilot: Start with FAQs, order/status, simple account changes; measure deflection and CSAT.
- Enable agent assist in parallel: Provide suggested replies, next-best actions, and policy lookups; monitor AHT and handle quality.
- Turn on predictive alerts: Watch queue spikes, channel health, and repeat-contact trends; set rules for early intervention.
- Tighten integrations: Sync CRM, ticketing, and knowledge so context and history travel with the customer.
- Create a lightweight AI review process: Define acceptance criteria for prompts, intents, and summaries; schedule weekly tuning.
- Train for new workflows: Teach agents how to collaborate with AI (what to trust, what to verify, and how to escalate).
KPIs to watch
- AHT (target a 10-25% decrease as assist and summaries mature)
- FCR (improve via better intent routing and knowledge suggestions)
- Self-service containment (track by intent and language)
- Agent effort score (survey and tool-switch counts)
- Repeat contact rate (should drop as predictive alerts kick in)
- CSAT/Quality (validate gains aren't just speed-they're accuracy)
What changed since the last release
The earlier Fluid Contact Center focused on intelligence tools and agent-assist. This version layers in end-to-end automation, predictive analytics, and cloud scalability-so you can handle volume spikes, run 24/7 in multiple languages, and keep service consistent without spinning up more headcount.
Where to go from here
- Review Cisco's platform overview to see channel support, AI features, and integration options: Webex Contact Center.
- If your team needs hands-on upskilling for AI in Support, explore role-based learning paths: Courses by job.
The bottom line for Support leaders
This platform brings the pieces you've been stitching together-AI automation, assist, analytics, and cloud scale-into a single motion. Start with your heaviest intents, enable assist for every agent, and let predictive insights keep quality steady. Proactive engagement stops being a slogan once your systems flag issues before customers do.
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