Balance Revenue and CX with Contact Center Solutions
We help enterprises modernize contact centers with Fluid Contact Center, a future-ready, experience-centric approach. Built on contact center as a service (CCaaS) models, our contact center solution enables scalable, agile and cloud-based contact centers that evolve with changing business needs.
We combine a pragmatic, long-term roadmap with CX and agent experience transformation to deliver a seamless omnichannel customer experience. Backed by end-to-end managed services and a best-in-class modular framework, Fluid Contact Center helps organizations to elevate customer interactions, improve agent productivity and drive sustainable business outcomes.
Our Ecosystem Partners
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Level Up Your Contact Center
Customer expectations are higher than ever. Meeting them means having the right tools, people and strategies in place.
Our offerings help you deliver differentiating CX by meeting customers on the channel of choice, empowering agents with the right tools and complete utilization of contact center technology.
Automate CX Assurance services
Leverage the power of cloud contact center
Build your contact center step by step
Re-imagine self-service with conversational AI
Deploy CX platform as a managed service
Enrich legacy platforms with AI
Elevate Your Contact Center Services
Pair practicality with impossibility.
Our contact center solutions take your organization to the next phase of your contact center transformation - and keep you moving forward.
Consulting Services
Assess your current state to pave for the future state contact center technology landscape with our consulting team
Transformation Services
Modular approach to creating state-of-the-art customer service experience with our contact center transformation service
Managed Services
Bring the latest tech into your contact center stack with managed services experience assurance and a fully-managed cloud contact center
Powering Differentiating CX
Contact center transformation
On-prem to cloud contact center transformation with industry leading CCaaS solutions
Managed CX
A single vendor solution for software, consulting, transformation and managed services for the contact center
Experience Assurance
Futureproof your contact center from transformation shortcomings at all stages of CX development including design, testing and monitoring
Create Transformational Contact Center Experiences
Our Fluid Contact Center framework helps enterprises turn strategy into action across modern contact centers. Powered by contact center as a service (CCaaS), our contact center solution enables scalable, cloud-based contact centers built for execution, not experimentation.
We define clear next steps, modernize architecture and deliver an omnichannel customer experience, driving measurable outcomes, not just plans.
reduction in abandoned calls* Cyara TEI report
reduction in AHT * Genesys Cloud, NICE TEI report
improvement in CSAT * NICE TEI and Genesys Cloud report
inquiry containment via self-service * IBM Watson TEI report"
Case Studies
Scalable Cloud Contact Centers for a Fortune 500 CPG Leader
A Fortune 500 CPG company partnered with HCLTech to transform legacy contact center operations through cloud migration, Salesforce integration and AI-driven customer insights
Global energy company increases first call resolution by 20%
We helped them transition from legacy to state-of-the-art cloud CCaaS solution to maintain business continuity during the pandemic
Omnichannel for large owner and operator of private clubs
Consolidated the disparate contact center solutions into a single omnichannel platform to lower cost and enhance customer experience
Zero defect transition to composable cloud contact center for 4600 employees
Elevated agent experience with an omnichannel view of customer interactions integrated with ServiceNow to deliver superior CX, for a multi-national European railway company
Brochures
Experience Assurance: Control and monitor your CX at scale
Enhancing service delivery and strategy with our proven CX and QA framework
Fluid Contact Center Solution
Fluid Contact Center Solution offers customized deployments in cloud-based contact centers. We offer them on an “as a service" model embedding leading contact center platforms and next-gen contact center intelligence
The business case for CCaaS
HCLTech's Fluid Contact Center Solution provides a value-driven CCaaS transformation. Our offering includes leading contact center platforms, customized consulting, advisory and managed services and next-generation contact center intelligence and GenAI capabilities
Fluid Contact Center FAQ
HCLTech's FluidCC Contact Center Practice offers next gen contact center transformations to organizations. We deliver advanced omni-channel customer experience centers with leading capabilities in GenAI, Interactive IVR, Intelligent Agent Assist, advanced analytics and reporting capabilities. Our unique differentiator is our ability to offer end-end contact center monitoring that enables an always on Contact center and enhances customer experience.
We are a single provider of your contact center transformation requirement offering consulting, transformation and managed services.
The answer to this is a no -one size fits all approach. While there are many factors that contribute to an effective contact center design, they key ones include, omnichannel design, workforce engagement & management capabilities, intelligent agent assist systems, GenAI based conversational IVR, GenAI powered voice bots and chatbots, advanced analytics & reporting capabilities along with contact center monitoring.
We offer remote agent monitoring services that helps organizations manage their agents working remotely. The service includes monitoring of entire parameters for remote agents including their network performance, voice quality and other parameters.
We offer Consulting, transformation and managed services for contact centre deployments and modernization initiatives. We enable our clients to transition from legacy on-premise contact centers to cloud based CCaaS platforms. Our solution portfolio includes leading contact center platforms along with our portfolio of solutions in AI/GenAI, Omni-channel experience & composable contact center. We build custom contact center solutions for our clients hence enhancing the customer experience parameter.
Our client’s get ~30-50% increase in digital adoption, ~40% increase in testing efficiencies and a major ~80-90% decrease in major incidents. This helps them enhance the overall experience for their end customers. Our ability to offer complete customer journey tracking offers the ability to agents to enhance First Call Resolution (FCR) rates. And with advanced IVR, Voicebots and chatbots, you get the ability to take more volume of customer queries and incidents.
HCLTech’s Contact Centers deliver an AI powered Next Gen Contact Center experience. We are an end-end transformation provider with major clients across all industry segments. Our Professional expertise and our presence across 60+ countries make us the go to partner for your contact center requirements. Our globally spread network of CX Labs along with pre-built use cases help bring down the deployment time to the lowest. We have built proprietary Gen AI models that deliver all the capabilities that you may require out of a modern-day contact center. If you wish to reach us and talk more on a requirement.. please reach to us at contact.fluidCC@hcltech.com