Modernizing a contact center can feel overwhelming—especially when the starting point isn’t clear.

Many organizations are eager to modernize but unsure how to begin. Challenges such as aging legacy systems, fragmented data sources and the overwhelming array of options, ranging from omnichannel integration and self-service solutions to innovative Agentic AI opportunities, can stall or derail progress entirely.

Our team understands the difficulties that customers face when evaluating high-level conceptual solutions without grounding them in their organization’s specific problems and circumstances. 

That’s where HCLTech’s Blueprint Builder comes in.

This strategic discovery engagement is designed to efficiently provide organizations with a clear, data-driven path forward before committing valuable time and energy to a full-scale transformation. Consider it a low-cost, high-value opportunity that defines priorities, surfaces actionable insights and sets the stage for sustainable, long-term success.

Why start with a blueprint?

• Our exclusive approach harnesses actual contact center data readily available within your organization, including agent logs, chat transcripts, voice recordings and web clicks. We use an AI-powered analytics process combined with decades of direct industry experience to surface genuine consumer trends, key contact drivers and critical pain points unique to your organization. What do your customers need?
• How do your best contact center representatives handle those requests?
• What is the most efficient way to resolve those problems?

By answering these questions, we can craft a customized, prioritized blueprint and a precise roadmap that outlines your best path to meeting your customers where they are while also focusing on the most impactful areas of opportunity for value adds and operational efficiencies.

It’s not theoretical. It’s practical insight grounded firmly in your operational data.

From raw data to defined action plans

The power of Blueprint Builder lies in turning data into a strategic plan. Our experts delve deeply into your contact center operations, identifying how agents resolve customer issues, pinpointing where customer interactions falter and highlighting new topics waiting for automation.

What Blueprint Builder delivers:

• Call flow optimization: Visualize customer/agent interactions to pinpoint precise areas of improvement and go-forward opportunities.
• Self-service opportunities: Identify and propose new intents and tasks suited for automated responses, including GenAI use cases, to drive down agent workload and enhance customer satisfaction.
• Application design recommendations: Highlight gaps in user experience that hinder agent productivity and provide targeted suggestions for improvement.
• Channel strategy: Recommend optimal communication channels for different customer interaction types to ensure effective and efficient customer engagement.

Seamless transition to execution

The actionable insights and processed data gained from the Blueprint Builder support strategy and planning and streamline the next steps beyond the discovery phase.

These insights and call center data can be directly leveraged to:

• Develop detailed backlogs and requirements: Clearly define priorities and articulate functional requirements for project execution.
• Bootstrap Agentic AI processes: These recordings and associated metadata can also become a starting point for Agentic AI workflows and training.
• Seed recordings for tuning intent models: Use authentic call data to train and refine AI-driven caller intent models, ensuring accurate and efficient customer interactions.
• Train agents on preventable challenges: Use real-world scenarios from recordings to proactively train agents, reduce repeated issues and improve overall service quality.

A clear, manageable entry point

Blueprint Builder is intentionally designed for organizations looking for measurable momentum without the immediate commitment to extensive initiatives. Its focused timeframe, accessible investment and highly targeted output make it the perfect way to:

• Build stakeholder confidence: Clearly demonstrate contact center modernization's benefits and practical feasibility.
• Align internal teams: Unify different organizational units around a coherent, shared vision and roadmap.
• De-risk future investments: Provide a transparent, well-supported strategy that significantly reduces uncertainty and investment risk.
• Establish a strong partnership: Foster an initial relationship with HCLTech’s extensive Contact Center as a Service (CCaaS) expertise, creating a solid for future collaboration.
• Forecast impact and savings: Data-driven insights that identify potential impact on key metrics and uncover opportunities for cost savings.

Driven by deep experience and cutting-edge innovation

At HCLTech, our team possesses unparalleled expertise in contact center transformations, including extensive experience with legacy system migrations, Microsoft Dynamics 365 implementations and GenAI adoption. Our 600+ industry experts, including many former Nuance specialists and contact center strategists, have modernized thousands of conversational flows and service frameworks.

Blueprint Builder leverages this depth of experience early in your transformation journey—delivering faster time-to-value, greater clarity and significantly reduced guesswork.

Take the first step toward your future contact center

Let’s build your next-generation contact center, starting with a clear, actionable blueprint. Our experts are ready to help you accelerate your transformation journey, bringing clarity, confidence and measurable impact to your contact center strategy.