Redefining Customer Experience Through Intelligent Cloud Integration
Overview
From legacy limitations to cloud-powered customer connections
A leading consumer packaged goods company, part of the US Fortune 500, serves customers through supermarkets, restaurants and food service establishments nationwide. With 40+ manufacturing facilities and 18,000+ employees operating under various brand names, the client recognized that their legacy on-prem contact center platform was constraining their ability to deliver exceptional customer experiences at scale.
The client had made significant investments in Salesforce and sought to modernize their customer engagement infrastructure while maximizing the value of their existing CRM platform. They partnered with HCLTech to transform their contact center operations through cloud migration and deep Salesforce integration.
The Challenge
Legacy infrastructure limiting customer experience potential
The client’s traditional on-prem contact center deployment created multiple operational barriers that hindered their ability to respond to customer needs effectively and scale operations efficiently.
- Traditional legacy contact center deployment did not enable them to flex agents at a rapid scale
- Existing deployment lacked next gen contact center features like analytics, conversational AI, reporting and customized integrations
- The client had made significant investments in Salesforce. Hence required a solution that could offer best level of integration with Salesforce
- Agent resources in high-cost countries impacted operational efficiency
The Objective
Enabling scalable, intelligent customer engagement
The client aimed to transform their customer service operations by migrating to a modern, cloud-based platform that would unlock new capabilities while leveraging existing technology investments.
- Migrate from a legacy on-prem contact center telephony platform to a cloud-based platform for agility and scale
- Leverage existing Salesforce investments through deep integration with Genesys Cloud
- Enable flexible agent deployment across global locations and optimize operational costs
- Establish AI-led, data-driven customer engagement with real-time insights and reporting
The Solution
Integrated cloud contact center with AI-powered capabilities
HCLTech designed a comprehensive solution architecture that combined Genesys Cloud Contact Center with deep Salesforce integration, enabling seamless customer experience delivery across multiple channels and locations.
- We designed the solution architecture that included Genesys cloud Contact Center along with deep integration with Salesforce
- Deployed a customized version of the Salesforce Service cloud voice for integration with digital channels and CRM data in real time
- DPO portfolio of services that included agents in Costa Rica and Hyderabad along with RPA
- Deployed Conversational AI, Chatbot and transcription capability at queue level
The Impact
Measurable improvements in service delivery and operational efficiency
The cloud contact center transformation delivered significant operational improvements, enhanced customer experience capabilities and optimized resource utilization across the organization's global operations.
- Reduced average talk time by 30 seconds for tenured agents
- Increased service levels, specifically during spike intervals, to stabilize overall monthly SL above the goal of 70% answered in 30 seconds or less
- Enabled flexible agent deployment across multiple global locations while maintaining seamless access to Salesforce CRM data
- Established foundation for AI-driven customer engagement with real-time insights and comprehensive reporting capabilities
