HCLTech expands capabilities in AI-powered contact center transformation.
HCLTech has expanded its strategic collaboration with Microsoft to transform customer service experiences with GenAI and cloud contact center solutions.
HCLTech will enable customers to activate Microsoft Dynamics 365 Contact Center, a solution powered by Copilot that delivers superior customer experiences, accelerates problem resolution, supports customer service representatives, and drives better performance.
As part of the expanded collaboration, Nuance’s Enterprise Professional Services, including existing customer equipment and contracts, will be transferred to HCLTech and become part of its contact center offering. HCLTech will become the exclusive professional services partner for customers with existing contracts with the Nuance Enterprise Professional Services organization.
HCLTech will also become the preferred partner to accompany the migration of existing customers from Nuance Enterprise Professional Services to Microsoft Dynamics 365 Contact Center.
In support, HCLTech will employ a Nuance Migration Factory to migrate Nuance solutions at scale and efficiently, while expanding the Contact Center as a Service (CCaaS) business for both HCLTech and Microsoft. HCLTech will also act as the lead partner for new Microsoft Dynamics 365 Contact Center deployments.
HCLTech will enhance its offerings by establishing Microsoft Dynamics 365 Contact Center as its preferred contact center solution, integrating industry-leading professional services, customer self-service applications and Microsoft Copilot capabilities into its existing suite of experience center technology services.
Microsoft’s existing team of more than 550 Nuance Enterprise Professional Services employees, with deep expertise in conversational AI, will join HCLTech to continue serving Microsoft customers around the world. Customers will gain access to HCLTech’s AI-powered digital transformation services, including consulting, implementation, upgrade, and support services, such as:
- System Integration and Application Development
- Migrate to Microsoft D365 Contact Center
- New customer deployments
- Expanding joint offerings including AI transformation services
“HCLTech is taking a bold step to lead AI-driven innovation in the growing CCaaS market,” said Anil Ganjoo, Managing Director of Growth, Americas, TMT, HCLTech.
“By combining our digital transformation expertise with Microsoft’s GenAI, automation and Copilot’s capabilities, we are positioned to help customers realize the full potential of AI and cloud-hosted services. We’re excited to bring Microsoft’s best AI talent to our organization, which will help us enhance our capabilities; in addition, in conjunction with our preferred collaboration in the CCaaS space, this will allow us to position HCLTech as a leader in the services market, driving business outcomes through AI.”
Charles Lamanna, Corporate Vice President, Business and Industry Copilot, Microsoft, said: “We are excited to expand our collaboration with HCLTech, who share our vision of leveraging AI to transform the CCaaS market.
“HCLTech is a leader in contact center transformations and is well-positioned to help customers use the power of AI to improve operational performance, scale and growth.”
