Turn your contact center from a cost center into a value creator
In today’s always-on, digital-first world, your contact center is more than a service channel, it’s the front line of your brand. Customers expect fast, consistent and personalized support across voice, chat, email and digital platforms. Meeting these expectations requires more than incremental upgrades — it calls for bold transformation.
Enterprises rely on large contact centers and complex, bespoke solutions to achieve tangible ROI savings. As the total cost of ownership and staffing challenges continue to increase, business leaders are looking to take advantage of AI solutions to help control costs and reduce dependencies on legacy technologies, while still protecting KPIs.
HCLTech's Contact Center as a Service (CCaaS) group combines our proven migration factory, deep CCaaS expertise and AI accelerators to reimagine legacy contact centers as intelligent, experience-driven engines. With minimal disruption and faster time-to-value, we help enterprises shift their contact centers from cost centers to value creators.
Powered by GenAI and Microsoft Dynamics 365 Contact Center, we enable organizations to deliver seamless, human-like interactions, empower agents with smarter tools, automate back-office procedures and unlock enterprise-scale efficiency. From conversational AI to cloud native architectures to fully agentic solutions driven by autonomous agents, HCLTech is building the future of customer engagement.
Let’s get started
With deep CCaaS expertise and decades of experience in contact centers, our team has successfully deployed thousands of conversational AI transformations. We specialize in layering legacy contact center best practices with the latest advances in Agentic AI to deliver personalized, natural and frictionless solutions.
HCLTech designs, migrates and operates Dynamics 365 Contact Center solutions that are:
- AI-first and Copilot-ready — embedding GenAI across self-service, agent assist, wrap-up, back-office procedures and reporting.
- Omnichannel — unifying voice, chat, SMS, email and social through one composable platform that is extendable to all parts of your business.
- Enterprise-grade — engineered for scale, security and compliance.
AI Force – Our platform differentiator
HCLTech’s patented AI Force platform underpins transformation across the contact center lifecycle:
- On-ramps to AI: From AI-driven discovery to fully autonomous agents
- Bespoke integrations: Legacy Nuance expertise with deep Microsoft alignment
- D365 product engagement: Former Microsoft team members who helped shape Dynamics 365 and Copilot Studio
History of delivering customer experience successfully for organizations
- Government revenue service: Azure AI IVR handled 42% of calls, saving $12M during COVID-19 stimulus surge
- Airline leader: Modernized IVR cut AHT by 10%, saving $6M annually
- Logistics giant: Optimization program delivered $91M in savings over 8 years
- Global media company: GenAI summarization cut 15s post-call work, saving 100M agent minutes yearly
- Investment firm: GPT-powered automation enabled 600 more advisor meetings daily, yielding $65M savings
Our capabilities
We design and deliver end-to-end CCaaS transformations powered by AI and cloud native platforms:
Agentic and generative AI
Automate conversations, empower agents with real-time knowledge and personalize interactions at scale
Omnichannel engagement
Voice, chat, email, social and self-service seamlessly integrated
AI-driven analytics
Turn every interaction into actionable intelligence for better decision-making
Enterprise-grade security
Built-in compliance, fraud detection and data protection
Intelligent workforce management
Optimize agent scheduling, performance and customer satisfaction
Microsoft Dynamics 365 Contact Center
Benefits of Microsoft Dynamics 365 Contact Center
Proven expertise that is built for the future
By leveraging Microsoft Copilot and GenAI at every step of the service journey, we ensure that your contact center evolves with the ever-changing technological landscape.
Our proprietary migration tools not only reduce costs and time but also pave the way for seamless transitions and efficient operations. With a 35+ year partnership with Microsoft, we stand as a testament to resilience and reliability, ready to tackle any challenge and turn it into an opportunity for progress and innovation.
Our capabilities are amplified with the conversational AI expertise of the former Nuance professional services team. These pioneers in AI, speech and natural language technologies combine decades of achievements with current innovation to successfully achieve your objectives.
HCLTech and Microsoft: Powering the next era of customer engagement
In a world where customer expectations evolve rapidly, HCLTech is redefining what is possible in the contact center space. Imagine a future where every customer interaction feels tailor-made, where self-service is not just smart but truly personalized across every channel. With the power of AI and the strength of our Microsoft partnership, we are not just imagining transformation; we are delivering it. Our CCaaS practice is on a mission to make every agent your best agent while optimizing cost and performance like never before.
But that is just the beginning. When 600 conversational AI experts joined us in March, we expanded our natural language and GenAI capabilities. This is the moment to flip the traditional contact center model from costly escalations to intelligent containment.
Are you curious about how we are doing it? Watch the video to discover how HCLTech is reinventing contact centers with Microsoft Copilot and leading the way into a smarter, more efficient future.
Industry-specific impact with HCLTech Contact Center Studio
Every industry has unique customer engagement challenges — from managing scale to ensuring compliance to delivering personalized experiences. With 30+ years of CX leadership, HCLTech combines deep domain expertise, AI-powered accelerators and Microsoft Dynamics 365 Contact Center to help industries transform their contact centers into strategic value drivers.
Telecommunications
- Combat fraud and security risks with AI-powered detection and prevention
- Reduce call volumes through self-service IVR and intelligent chatbots
- Enhance customer loyalty with personalized, real-time support across channels
Media and Entertainment
- Enable smarter audience engagement with GenAI-driven personalization
- Streamline subscription and billing support with automated assistants
- Support multi-language, global operations with AI-enabled conversation design
Financial Services and Banking
- Ensure secure, compliant and frictionless customer interactions
- Use AI to automate post-call summaries, increasing advisor efficiency
- Deliver personalized financial guidance at scale with AI copilots
Healthcare and Life Sciences
- Improve patient experiences with intelligent scheduling and voice automation
- Reduce agent load by deflecting routine inquiries to AI-powered self-service
- Enhance care delivery with contextual, empathetic digital interactions
Retail and Consumer Goods
- Drive personalized shopping journeys with GenAI-enhanced interactions
- Optimize order status, returns and last-mile delivery support
- Scale seasonal operations with dynamic AI-driven contact center capacity
Logistics and Transportation
- Enable real-time updates for tracking, scheduling and verification
- Reduce operational costs with AI-led demand planning and routing optimization
- Deliver seamless customer support across voice, chat and digital channels
Watch our conversation demo for the FS industry
Future of engagement: Autonomous agents
HCLTech’s Agentic AI framework enables autonomous agents to handle complex tasks within CRM, reducing dependency on siloed solutions and empowering human representatives to act as curators and supervisors.
What our clients say about us
Our contact center case studies
Large telecom achieves contact center digital transformation with Microsoft CCaaS
The client, a large telecom, was facing end-of-life status on the legacy contact center platform for their pre-paid brand. They sought to migrate the entire legacy platform to Microsoft Contact Center
Modernising contact center to deliver smarter, faster and improved experiences
How a leading retailer transformed rising call volumes and stalled IVR modernization into a 34.9% containment boost and real-time insights with HCLTech CCaaS Solutions
Health insurer cuts costs and improves CX with unified digital engagement
Rapid migration to conversational AI and live chat delivers 80K monthly interactions and 30% self-service success
Contact center thought leadership
Unlock the future of customer experience with HCLTech’s CCaaS whitepaper
Transform your contact center with HCLTech’s data driven Blueprint Builder-Unlock AI insights, streamline operations and build a clear roadmap for modernization and customer experience excellence.
In today’s rapidly evolving digital landscape, consumers expect more than just functionality from your application. They expect meaningful interactions that efficiently accomplish their goals.
Modernizing a contact center can feel overwhelming—especially when the starting point isn’t clear.
HCLTech and Microsoft expand strategic partnership
To help transform contact centers with generative AI and cloud-based solutions
Our contact center success stories
Retail giant
Over 1,200 professionals deliver exceptional global sales and concierge support, generating over $ 60 million annually through upsell and cross-sell strategies.
Leading European bank
1,800 professionals across Ireland and India leveraged Agent Assist Bots and RPA to achieve a stellar 97% CSAT, transforming customer engagement.
Global MedTech leader
Successfully transitioned 2,300 professionals to Genesys Cloud with Salesforce integration, enabling multilingual IVR, chatbots and virtual assistants.
Major publisher
With a 15+ year partnership and 1,500 professionals across five countries, we drive 92% CSAT and reduce escalations by 5%—year after year.
US online retailer
Deployed seven voice bots in just 12 weeks using Copilot Studio, boosting IVR containment by 34.9%. Delivered real-time insights through custom Power BI dashboards.
Global travel platform
Modernized the contact center with DCCP, integrating Teams and Dynamics for a unified agent experience—cutting average handle time by 28%.
Healthcare technology provider
Implemented multilingual voice and chatbots using Azure AI, reducing live-agent interactions by 32% in the first year—elevating both efficiency and experience.
Contact us
Our experts are available to answer any questions, review your migration plans or discuss your contact center priorities.