What challenges did HCLTech face before AI implementation?

Legacy on-premises contact center systems limited scalability, increased operational costs, and slowed development cycles during seasonal peaks. HCLTech needed secure, AI-powered omnichannel experiences and faster agent onboarding.

What was the impact of the AI solution?

The contact center now handles 25% more interactions with the same number of agents. Average call handling time decreased by 10%. Agent onboarding improved from about one week to 2-3 days. Scaling during peak periods can be adjusted within minutes. New client onboarding is at least 50% faster with a repeatable centralized setup.

Source

Scaled productionEvidence: Medium65/100

HCLTech modernizes contact centers with Amazon Connect and generative AI

Use case typeContact center modernizationUpdated Jul 15, 2026

HCLTech modernized its legacy, on-premises contact center environment on AWS to support secure omnichannel service, faster development, and AI-enabled agent support. The company moved from fragmented systems to a single cloud environment using Amazon Connect, adding Contact Lens analytics, Amazon Bedrock-based routing, and Amazon Q in Connect for agent assistance.

Organization: HCLTech
Industry: Professional Services
Location: India
Published: July 2026

Reported outcomes

+25%

interaction handling capacityProductivity & throughput

−10%average call handling time−60%agent onboarding time−50%client onboarding time

Strategic outcomes

Speed & agilityScaled contact center operations in minutesCustomer experience & trustImproved customer experience through AI-enabled omnichannel serviceOther strategic outcomeShifted IT teams toward value-added service development

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Interaction handling capacity: 25% increase

AWS Solutions Case StudyJul 15, 2026Customer storyExplicit claimMedium evidence strength

the contact center now handles 25 percent more interactions with the same number of agents

Normalized claim

Average call handling time: 10% decrease

AWS Solutions Case StudyJul 15, 2026Customer storyExplicit claimMedium evidence strength

average handling times have decreased by 10 percent

Normalized claim

Agent onboarding time: 60% decrease

AWS Solutions Case StudyJul 15, 2026Customer storyInferred claimMedium evidence strength

from one week to just two or three days

Normalized claim

Client onboarding time: 50% decrease

AWS Solutions Case StudyJul 15, 2026Customer storyExplicit claimMedium evidence strength

new client onboarding is now at least 50 percent faster

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: HCLTech
Provider: AWS
Maturity: Scaled Production
Linked source: AWS Solutions Case Study

HCLTech integrated Amazon Connect with Salesforce and ServiceNow, migrated 500 agent seats to validate compliance and performance, then scaled to 8,000 seats

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Contact center modernization
2Customer service automation
3Omnichannel service delivery

Legacy on-premises contact center systems limited scalability, increased operational costs, and slowed development cycles during seasonal peaks.
HCLTech needed secure, AI-powered omnichannel experiences and faster agent onboarding.

HCLTech migrated contact center operations onto Amazon Connect and standardized on a single cloud environment.
The company used Amazon Connect Contact Lens for transcription, sentiment, and performance analytics, Amazon Bedrock for LLM-based routing by language and intent, and Amazon Q in Connect for next-best actions and knowledge surfacing.
HCLTech integrated Amazon Connect with Salesforce and ServiceNow, migrated 500 agent seats to validate compliance and performance, then scaled to 8,000 seats.

Technologies

Amazon Connect Amazon Connect Contact Lens Amazon Bedrock Amazon Q in Connect Salesforce ServiceNow

The contact center now handles 25% more interactions with the same number of agents.
Average call handling time decreased by 10%.
Agent onboarding improved from about one week to 2-3 days.
Scaling during peak periods can be adjusted within minutes.
New client onboarding is at least 50% faster with a repeatable centralized setup.

Architecture

HCLTech replaced fragmented on-premises contact center systems with a single AI-native environment built on Amazon Connect. The deployment added Amazon Connect Contact Lens for real-time transcription, sentiment, and performance analytics; Amazon Bedrock for large-language-model-based routing by language and intent; and Amazon Q in Connect for next-best actions and knowledge retrieval. Amazon Connect was integrated with Salesforce and ServiceNow, and the company used a staged rollout from 500 to 8,000 agent seats.

Sources & evidence1

Evidence: Medium65/100Evidence strength