HCLTech revolutionizes contact center operations with AI-driven automation

HCLTech expanded its strategic partnership with Microsoft to transform customer service experiences using generative AI and cloud-based contact center solutions. As part of this move, HCLTech will implement Microsoft Dynamics 365 Contact Center, focusing on a Copilot-first approach to improving customer outcomes and driving operational efficiency. Nuance’s Enterprise Professional Services business and personnel have integrated into HCLTech, making it the exclusive professional services partner for migrating Nuance solutions and supporting new Dynamics 365 Contact Center deployments. HCLTech is integrating Dynamics 365 Contact Center, Copilot, and Power Platform into its suite of experience-center services, allowing for AI-powered ticket classification, summarization, cross-sales solutions, and advanced customer engagement. Notably, HCLTech’s implementations have resulted in an 80% reduction in summarization efforts, 100% ticket classification automation, 70% reduction in manual ticket resolution, $3.2M projected annual savings, a 45% productivity boost for over 3,000 staff, a 95% increase in customer interactions, and a 40% boost in cross-sales. The collaboration leverages the unification of data across Dynamics 365, maximizes the use of Power Platform for automated workflows, and integrates Power BI for performance analytics. By combining digital transformation expertise with Microsoft’s generative AI, HCLTech and Microsoft are positioned as leading partners for AI-powered CCaaS innovation, aiming to create seamless omnichannel customer experiences.