Transforming global contact center operations through AI-driven cloud modernization
Overview
A global healthcare and medical technology enterprise required a modern contact center ecosystem capable of supporting large-scale customer interactions, multilingual operations and evolving digital experience expectations.
The organization’s legacy contact center landscape lacked scalability, automation and operational flexibility, resulting in inconsistent experiences, slower deployments and high dependency on manual processes. At the same time, the client needed to support a rapidly growing global workforce, manage millions of customer interactions annually and improve service quality across patient services, medical information, technical support and enterprise functions.
To address these challenges, the client partnered with HCLTech to modernize and scale its enterprise contact center platform through cloud migration, AI-led automation and intelligent managed services.
The Challenge
Scaling intelligent customer engagement while improving operational resilience
The client faced several interconnected operational challenges:
- Fragmented legacy systems impacted scalability, agility and service consistency across global operations.
- Limited automation and reactive support models led to slower incident resolution and operational inefficiencies.
- The organization needed managed services support for a rapidly expanding global agent ecosystem supporting multiple business segments.
- Regional and multilingual support requirements, including Japanese-language capabilities, added operational complexity.
- Limited digital and self-service capabilities increased dependency on voice channels and impacted customer experience.
- The client required intelligent customer journeys enabled through conversational IVR, virtual assistants and AI-driven workflows.
- As the contact center ecosystem scaled, the client also needed to address emerging challenges around interaction data management, intelligent routing and knowledge accessibility.
- Large volumes of call recordings, documents and unstructured data created complexity in retrieval, compliance tracking and operational visibility.
- Traditional IVR and manual support workflows limited the ability to deliver contextual, self-service-led and multilingual customer journeys at scale.
The Objective
Building an intelligent, proactive and scalable experience hub
The objective was to transform the client’s global contact center ecosystem into a resilient, AI-enabled and cloud-based experience platform capable of delivering scalable customer engagement, proactive operations and seamless multilingual support across business functions.
The transformation aimed to:
- Modernize legacy contact center infrastructure through cloud adoption
- Improve operational efficiency through AI and automation
- Enable intelligent self-service and digital customer engagement
- Enhance scalability for a rapidly growing global agent workforce
- Deliver proactive monitoring and predictive operational support
- Create a future-ready experience hub supporting continuous innovation
The next phase of transformation focused on extending the platform into an intelligent experience hub by embedding AI/GenAI-led automation across IVR, auditability, document intelligence and omnichannel self-service. The goal was to improve intent recognition, accelerate access to customer interaction data, reduce manual effort and enable more flexible, model-driven business workflows
The Solution
AI-powered cloud transformation with intelligent automation
To accelerate modernization while ensuring operational continuity, we implemented a comprehensive transformation strategy combining cloud migration, AI-led automation, multilingual support and intelligent managed services.
- Migrated thousands of global agents to Genesys Cloud with Salesforce integration, enabling a scalable and unified contact center platform
- Delivered multilingual managed services support for 3,500+ global agents, including Japanese-language support for regional operations
- Implemented conversational IVR, chatbot solutions and AI-led automation to strengthen self-service, improve customer engagement and streamline workflows
- Enabled proactive monitoring, automated testing and intelligent incident management to improve service continuity and operational efficiency
- Developed a centralized audit portal to convert unstructured interaction data into structured formats, enabling faster search, filtering, retrieval and playback of call recordings
- Created App Store–available mobile app to enable agent collaboration through chats, meeting scans and on-the-go engagement
- Supported ServiceNow integration and multiple GenAI PoCs to enable ongoing experience transformation, some of which are mentioned below:
- Implemented intelligent IVR routing using GPT-4-led natural language processing to identify customer intent and route requests to predefined support groups
- Built LLM-enabled orchestration for order-related queries, allowing business logic to be handled more flexibly and reducing dependency on manual process changes
- Created a document intelligence PoC using Azure OpenAI to support document selection, summarization, keyword extraction, PII protection and context-based Q&A
- Expanded the 2026 innovation roadmap with divesture led initiatives, virtual agents, agent /supervisor copilots, WebRTC click-to-call, WhatsApp and mobile app capabilities
The Impact
Delivering operational efficiency, automation-driven outcomes and enhanced customer experiences
The transformation delivered measurable improvements across operational performance, automation adoption and customer engagement.
Scalable global operations
- Expanded the global agent ecosystem by 32%, growing from 2,200 agents in 2023 to 3,800 agents in 2025
- Supported high-volume customer engagement through:
- 2.7 million calls annually
- 1 million emails
- 40,000 chat interactions
- 14,000 callback requests
Operational excellence and automation
- Improved incident detection speed by 30% through proactive monitoring and automation
- Achieved an 80% reduction in P1 and P2 incidents and a 40% reduction in P3 incidents through predictive operations and intelligent release management
- Reduced manual operational effort by 35% through workflow automation initiatives
- Achieved 88% automation for simple service requests, enabling approximately 600 hours of operational savings between Q2 and Q4
Enhanced customer experience and self-service adoption
- Achieved 98% intent recognition accuracy within conversational IVR environments
- Enabled 60% self-service adoption across digital customer journeys
- Increased chat adoption by 35% while reducing customer transfer rates by 45% in specialized support environments
Conclusion
By modernizing its global contact center ecosystem with AI-driven cloud transformation, the healthcare enterprise transitioned from a reactive support model to an intelligent, proactive experience hub.
Through scalable cloud adoption, multilingual managed services and automation-led operations, the organization enhanced customer experience, improved operational resilience and established a future-ready platform capable of supporting rapid global growth and continuous innovation.
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