D365 Contact Center Migration Factory
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Overview

Build what’s next for your contact center

As Nuance enterprise approaches end-of-life, forward-thinking organizations are seizing the opportunity to modernize. With HCLTech, you can upgrade to Contact Center - a powerful, AI-infused solution that automates even the most complex conversations while delivering world-class customer experience. As Microsoft’s preferred partner for migrating Nuance Enterprise customers to Dynamics 365 Contact Center, HCLTech offers a proven framework to modernize your with speed, scale and confidence.

Your contact center isn’t just about service - it’s your brand.

In today’s always-on, digital-first world, your contact center is a critical extension of your brand. It’s where your customer experience takes shape—across voice, chat, email and every digital touchpoint.

Modern contact centers must do more than answer calls. Customers expect fast, personalized support. Service representatives need smarter tools that reduce effort and increase impact. Powered by GenAI, Microsoft Dynamics 365 Contact Center delivers intelligent, seamless experiences at scale and HCLTech helps you unlock its full potential.

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Let’s get started

With deep CCaaS expertise and decades of experience in contact center, our team has designed thousands of conversational AI transformations. We specialize in delivering personalized, natural and frictionless customer interactions driven by the latest in Agentic AI.

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Microsoft Dynamics 365 Contact Center

Deliver connected, multichannel experiences—all in one platform

Microsoft Dynamics 365 Contact Center offers a truly multimodal, omnichannel experience to help you manage high volumes, complex interactions and workforce challenges from a single unified solution.

HCLTech makes your migration seamless, boosting customer satisfaction, service representatives’ performance and operational efficiency without disrupting your existing investments.

Omnichannel support

Omnichannel support

Web and mobile SDKs (iOS and Android) enable personalized customer service across VoIP (WebRTC and PSTN), chat, SMS, email and social—ensuring consistency across devices.

Smart co-browsing

Smart co-browsing

Empower agents with real-time visibility into customer screens to resolve issues faster, reduce abandonment and boost satisfaction.

Built for scale

Built for scale

Designed for high performance and adaptability, with enterprise-grade reliability and embedded GenAI.

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Nuance Enterprise has announced end of life. Now is the time to start your migration process.

Reimagine the service experience with Microsoft Dynamics 365 Contact Center

Microsoft Dynamics 365 Contact Center is a composable, scalable, AI-first platform built to empower agents and wow customers.

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Level up your contact center

Benefits of Microsoft Dynamics 365 Contact Center 

Comprehensive vision for service

Comprehensive vision for service

Microsoft offers comprehensive, composable solutions for service, including a cloud-based contact center, CRM and GenAI.

Infused with enterprise-grade GenAI

Infused with enterprise-grade GenAI

Our contact center integrates Copilot across the service journey, from self-service to service representative interactions, wrap-ups and reporting.

Built for extensive scale and reliability

Built for extensive scale and reliability

Dynamics 365 Contact Center was built from the ground up for scalability, reliability and security on modern cloud infrastructure.

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Nuance Migration Factory

Our migration approach – Nuance Migration Factory

As Microsoft’s preferred partner for migrating Nuance Enterprise customers to Dynamics 365 Contact Center, HCLTech offers a proven framework to modernize your contact center with speed, scale and confidence.

HCLTech possesses proprietary application migration tools that leverage GenAI and other technologies to substantially convert existing Nuance application code into Copilot Studio-ready code for the Dynamics 365 platform. Driven by the latest in Agentic AI, this approach will allow you to quickly build a new baseline, serving as a springboard for further extensions.

We’ve built a comprehensive Nuance Migration Factory to simplify your journey, leveraging purpose-built tools, automation and deep expertise to deliver faster time to value.

  • Map current Nuance application inventory and features
  • Align legacy documentation, test cases and KPIs
  • Perform gap analysis and identify feature equivalency with Dynamics 365

Deliverables:

  • Initial Process Analysis (IPA)
  • Solution/tool mapping and assessment report
  • Cost-benefit analysis
  • Pilot readiness and scope document
  • Define personas, infrastructure and ideal end-state
  • Simulate sample calls and interaction scenarios
  • Design foundations for logs, data patterns and handling flows

Deliverables:

  • Solution Architecture Document (SAD)
  • Design Integration Document (DID)
  • Build Dynamics 365 environment and integrate backend systems
  • Migrate mid-tier components and business logic
  • Automate tasks and finalize orchestration pipelines
  • Leverage proprietary application - conversion tools to quickly move from any of the Nuance development frameworks, to Dynamics 365-ready application code

Deliverables:

  • Source-to-target mapping documentation
  • Application code migrated and unit-tested
  • Working features and logic verified
  • Execute end-to-end functional and regression testing
  • Conduct performance and scenario-based testing
  • Compare results with baseline KPIs

Deliverables:

  • Updated test scenarios and execution reports
  • Defect logs and performance testing report
  • Launch final build into production environment
  • Validate KPIs and support with 7 days of post-migration warranty

Deliverables:

  • Handover and operations documentation

Post-migration operating model

Following the successful migration to Microsoft Dynamics 365 Contact Center, our team is positioned to provide ongoing professional services and support to ensure customer experience objectives are achieved and systems are running efficiently without compromising security or compliance.

Flexibility

Vendor-agnostic setup tailored to your business needs

Reliability

Proven operational models adopted across global clients

Automation

Predictive analytics for proactive issue detection

Governance

Dedicated service delivery oversight to reduce complexity

Economies of scale

Shared delivery model that drives cost efficiencies

Agility

Elastic, scalable platforms enabling faster provisioning

Talent

Access to a scalable, highly skilled talent pool

Compliance

Adherence to security, audit and regulatory requirements

Why HCLTech?

We make migration effortless

HCLTech is the preferred partner for migrating existing Nuance Enterprise customers to Dynamics 365 Contact Center and supporting new implementations.

Our team of 600+ Nuance conversational experts, who transitioned from Microsoft in 2025, bring decades of deep experience and industry-leading insight to ensure your migration is smooth, secure and successful. We are omnichannel experts and have extensive experience implementing and connecting solutions across diverse channels.

Structured, low-risk migration

Structured, low-risk migration

Our factory model minimizes disruption while maximizing value.

Tailored solutions

Tailored solutions

Whether it’s replacement-only or a full AI-led transformation service - we adapt to your needs.

Custom AI accelerators

Custom AI accelerators

Reduce migration costs by over 50% and time by up to 45% with our proprietary tools.

Global delivery and 24/7 hypercare

Global delivery and 24/7 hypercare

Benefit from our worldwide presence and round-the-clock support.

A strategic Microsoft partner

A strategic Microsoft partner

2024 Microsoft Dynamics 365 Services Partner of the Year.

Decades of experience working with 80+ of Fortune 500 companies

Decades of experience working with 85% of the Fortune 100 companies.

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What makes us different?

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.

What makes us different?

Insights

Contact us

Our experts are available to answer any questions, review your migration plans or discuss your contact center priorities.

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