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 as a Service (CCaaS). HCLTech formed a partnership with the client and Microsoft and will complete the job under an aggressive timeline.
The Challenge
Aggressive timeline to avoid continued managed services on legacy systems
The client’s legacy contact center platform is scheduled for end of life at the end of 2025. To avoid continued managed services on legacy systems, the migration of the entire legacy system and all applications to CCaaS demanded an aggressive timeline.
The large program called for six parallel workstreams and required a huge pool of cross-functional resources and solid communication channels.
The Objective
Digital transformation and cultural shift to position the client for long-term growth
The client needed a solution that could be utilized by their human and automated contact center agents to expand the benefits of their legacy solution. Ultimately, the client sought a digital transformation that would create a cultural shift and position the company for long-term success and growth.
The Solution
A partner with vast Microsoft CCaaS knowledge and expertise
The client chose HCLTech because of our Microsoft CCaaS knowledge and expertise. To ensure rapid development and deployment, we set to work to form a partnership with Microsoft and the client’s teams in an agile work environment.
The partnership enabled collaboration across the six workstreams on project strategy as well as technical aspects. We held daily solution modeling, design, development and testing meetings with technical and business teams and delivered weekly detailed program status updates for each solution element to partners, business units and leadership. We also provided functionality demos and validations at appropriate intervals
This commitment to full communication ensured alignment among the workstreams in reaching the desired future-state outcome: an enhanced end-to-end customer experience.
The collaborative teams are in the process of integrating and migrating the client’s legacy contact center solutions to Microsoft Copilot Studio Chat Virtual Agent and Copilot Studio Interactive Voice Response (IVR). Data/voice integration leverages Azure Communication Services and Dataverse to pass through to agents in Dynamics 365 Omnichannel with CRM embedding, which provides contextual customer identification, real-time support and knowledge integration that enhance self-service. The client also developed a new mobile app and will be integrating the D365 SDK into it for chat and virtual agent capabilities.
We also set up the cloud and telephony infrastructure, including call routing. Custom report metrics enable efficient and effective performance monitoring.
Rolling deployments will continue through the end of 2025. HCLTech continues to support the client’s legacy systems through end-of-life; we also service customer calls and manage containment by supporting call flows between legacy systems and Microsoft Copilot Studio IVR.
The Impact
Modernized contact center agent experience, data/voice integration, improved agent handling time, enhanced self-service
The project has had the desired effects, including a modernized contact center agent experience, data/voice integration, improved agent handling time and enhanced self-service for the telecom’s pre-paid brand customers. About 60% of virtual agents are automated, as are about 30% of IVR interactions.
This digital transformation for the telecom’s pre-paid brand positions the telecom for long-term growth and success by empowering its call center employees, streamlining processes and nurturing a culture that embraces the digital future.
