February 13, 2026: HCLTech and Cisco jointly launched the Fluid Contact Center solution, a cloud-based customer engagement platform that incorporates artificial intelligence (AI) and generative AI (GenAI). The announcement was made today, with both companies positioning the offering as a tool to modernize enterprise customer service operations.
The solution integrates Cisco’s Webex Contact Center platform, a cloud-native contact center system, with HCLTech’s expertise in Contact Center as a Service (CCaaS) transformations. According to the release, this combination is intended to help organizations enhance responsiveness and operational efficiency in customer service functions.
The solution incorporates generative AI features such as multilingual virtual agents, conversational IVR, real-time agent assistance, automated call summarization, and post-interaction workflow automation. It supports omnichannel communication across voice, chat, email, and digital messaging platforms, enabling unified customer journeys.
The platform also includes advanced analytics, performance monitoring, quality assurance for remote agents, and operational dashboards for real-time insights.
In addition, it provides structured migration frameworks for transitioning from legacy contact centers to cloud-based Contact Center as a Service (CCaaS) environments, along with consulting and managed services support for deployment and ongoing operations.
In comments accompanying the launch, Gurpreet Singh Kohli, Executive Vice President and Head of Networks and Contact Center Business Unit at HCLTech, described the evolution of contact center technologies, noting that generative AI and cloud-native architectures are reshaping expectations for customer experience delivery. Shannon Leininger, Vice President of Global Partner Sales at Cisco, highlighted the intended benefit of combining Cisco’s contact center technology with HCLTech’s AI capabilities.
The announcement noted that HCLTech and Cisco have maintained a strategic relationship spanning more than 30 years and that the solution will support clients across more than 60 countries.
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