Overview
Transforming Contact Centers into Modern Customer Experience Hubs
Contact centers have come a long way from simple telephonic interactions when they first started. They are now evolving into complex omnichannel customer experience centers driven by new technologies like Generative AI, digital customer service and conversational user interfaces. Significant disruptions have taken place and more are in the pipeline, making traditional contact centers obsolete.
Embracing a Customer-Centric Future
Technology leaders now need a transformation strategy towards new age contact center designs and an apt transformation partner. Key drivers that necessitate a transformative shift include:
Flexible Hybrid Models
Hybrid work models have become the new norm for benefits like work satisfaction, cost savings and accessing a diverse workforce
Digital Self-Service Platforms
Rising demand for faster resolutions will increase the adoption of Conversational Bots, Chatbots, Intelligent IVR and Conversational User Interfaces, leading to a 10% reduction in contact center agents by 2026
GenAI
By 2025, 80% of customer service functions will apply GenAI in some form for content creation, self-service, post-call automation and agent assistance
Cost Efficiency and Revenue Generation
Revenue generation through contact center is poised to become a top priority, with over 30% of customer care leaders already focused on it. On the other side, cost efficient contact center operations through WFM, Analytics and knowledge management is expected to drive enhanced cost benefits
Customer Experience Design
Business leaders have started to realize the benefits associated with customer journey mapping, swift resolutions and omnichannel experiences necessitating a relook into their existing contact center design
Fluid Contact Center Solution
360-degree Contact Center Transformation Partner
Fluid Contact Center Solution is meticulously architected to empower organizations with a comprehensive suite of modern contact center features and capabilities. Seamlessly integrating robust platforms, advanced intelligence and GenAI, it offers advisory, implementation, assurance and managed services for end-to-end transformation.
Insights
Fraud Prevention in the Contact Center
Cybercriminals are targeting contact centers for sensitive data. This blog discusses rising fraud threats and offers actionable insights to secure operations and maintain consumer trust.
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.
Frequently Asked Questions
CCaaS – Cloud based contact center as a service offers the most viable way of operating a contact center structure for organizations. Offered on a subscription model, CCaaS solutions are new age contact center services with leading contact center platforms, conversational AI, advanced Chatbots, leading IVR capabilities and complete customer journey management in a single solution. As compared to an on-prem contact center deployment, they offer scalability, flexibility and cost effectiveness with new age contact center capabilities. HCLTech also offers several custom GenAI capabilities on top of a CCaaS solution to deliver custom CCaaS solutions to organizations
HCLTech enables a comprehensive CCaaS transformation. We deliver advance GenAI, AI Capabilities on top of a CCaaS solution that includes multilingual AI enabled conversational IVR, Agent Assist systems, AI based chatbots and voicebots, live analytics capabilities etc. We also offer solutions that enable end-end experience monitoring and remote agent monitoring services
HCLTech can deliver custom use cases based on the specific requirements of our clients. Our network of CX labs enable us to develop and test use cases. We also have pre-developed industry specific chatbots, voice bots. Along with that our custom GenAI models enable complete customizations in voicebots, chatbots, Conversational IVRs’, Agent Assist systems and Speech analytics capabilities. Talk to us more about how we can deliver customized capabilities.. by writing to us at contact.fluidcc@hcltech.com
HCLTech delivers end-to-end services for the Contact center. We deliver consulting, implementation, transformation and managed services that enable our customers to migrate from legacy on-prem contact center infrastructure to a cloud based CCaaS solution. We are responsible for the entire transformation roadmap for our clients. Talk to us more about how we enable the transition by reaching us at contact.fluidcc@hcltech.com
There are clearly defined benefits that you get when you choose to work with us. HCLTech’s vast deployment expertise across verticals along with our consumer experience labs enable faster deployment and optimum return on investments. Our significant efforts and investments in GenAI capabilities enable us to deliver precise use cases that meet your requirements. We deliver ~30 – 50% increase in digital adoption and ~80-90% decrease in major incidents.
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