HCLtech Expands Capabilities in AI-Driven Contact Center Transformation
NEW YORK & NOIDA, India-( BUSINESS WIRE ): HCLtech , a leading global technology company, today announced the expansion of its strategic partnership with Microsoft to transform customer service experiences with generative AI and cloud-based contact center solutions. HCLtech will empower customers to activate Microsoft Dynamics 365 Contact Center, a pioneering solution on Copilot that delivers superior customer experiences, accelerates issue resolution, empowers customer service representatives, and drives efficiency.
As part of the expanded partnership, the Nuance Enterprise Professional Services business, including existing staff and customer engagements, will be transferred to HCLtech and will become part of its contact center offering. As part of this, HCLtech will become the exclusive professional services partner for existing customer engagements of the Nuance Enterprise Professional Services organization. HCLtech will also become the preferred partner to support the migration of existing Nuance Enterprise Professional Services customers to Microsoft Dynamics 365 Contact Center. To support this, HCLtech will operate a Nuance Migration Factory to migrate Nuance solutions efficiently and at scale, while also expanding the Contact Center as a Service (CCaaS) business for HCLTech and Microsoft. HCLtech will also serve as the lead partner for new Microsoft Dynamics 365 Contact Center implementations.
HCLtech will enhance its offerings by making Microsoft Dynamics 365 Contact Center its preferred contact center solution by integrating industry-leading professional services, customer self-service applications, and Microsoft Copilot capabilities into its existing suite of experience center technology services.
Microsoft’s existing team of over 550 Nuance Enterprise Professional Services employees, with deep expertise in conversational AI, will join HCLtech to continue serving Microsoft customers across the globe. Microsoft customers will have access to HCLTech’s AI-led digital transformation services, including consulting, implementation, upgrades and support services such as:
- Systems integration and application development
- Migrating to Microsoft D365 Contact Center
- Implementations for new customers
- Expanding joint offerings, including AI transformation services
“HCLTech is making a bold move to lead AI-driven innovation in the rapidly growing CCaaS market,” said Anil Ganjoo, Chief Growth Officer, Americas, TMT, HCLTech. “By combining our digital transformation expertise with Microsoft’s GenAI, Automation and Copilot capabilities, we are uniquely positioned to help customers unlock the full potential of AI and cloud-native services. We are excited to welcome world-class AI talent from Microsoft to our organization, which will further strengthen our capabilities and, together with our preferred partnership in the CCaaS space, will position HCLTech as a leader in the services market, driving AI-driven business outcomes.”
“We are excited to expand our partnership with HCLTech, who shares our vision of leveraging AI to transform the CCaaS market,” said Charles Lamanna, corporate vice president, Business and Industry Copilot, Microsoft. “HCLTech is a leader in contact center transformation and is well-positioned to help customers leverage the power of AI to drive operational efficiency, scale and growth.”
The original language text of this announcement is the official, authoritative version. Translations are provided as a convenience only and must refer to the original language text, which is the only version of the text that has legal effect.
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