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HCL Tech expands partnership with Microsoft to transform contact centres

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Synopsis:

HCL Tech expanded its partnership with Microsoft to transform contact centres using AI-driven solutions. The collaboration integrates Nuance services, providing clients access to Microsoft Dynamics 365 Contact Center. Over 550 Nuance professionals join HCL Tech, enhancing customer service efficiency and boosting the CCaaS business.

HCL Tech news today

HCL Tech has strengthened its strategic alliance with Microsoft to revolutionise customer service through generative AI and cloud-based contact centre solutions. By integrating Microsoft Dynamics 365 Contact Center, HCL Tech aims to deliver superior customer experiences, optimise problem-solving, and drive operational efficiency.

Also read: JSW Energy secures LoI for 3.6 GW KSK Mahanadi power plant

HCL TECHNOLOGIES LTD

Trade

1813.55-175.85 (-8.83 %)

Updated - 14 January 2025
1939.00day high
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1797.75day low
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15819311
VOLUME (BSE)

Key Takeaways

  • Partnership Expansion: HCL Tech to provide exclusive professional services for Nuance Enterprise contracts.

  • Nuance Migration Factory: Efficient migration of existing Nuance customers to Microsoft Dynamics 365 Contact Center.

  • New Talent Acquisition: 550+ Nuance professionals join HCL Tech.

  • Preferred Solution: Dynamics 365 becomes HCL Tech’s primary contact centre offering.

  • Boosting CCaaS Business: Joint efforts to scale cloud-based contact centre services.

Also read: ITI Ltd secures Rs 64 crore contracts for Wi-Fi and CCTV systems

Integration Of Nuance Enterprise Professional Services

The partnership includes transferring Nuance’s Enterprise Professional Services business to HCL Tech, allowing seamless customer service delivery. HCL Tech will operate a Nuance Migration Factory to efficiently migrate existing customers to Microsoft Dynamics 365 Contact Center. This move positions HCL Tech as a key player in the rapidly growing Contact Center as a Service (CCaaS) market.

Partnership Highlights

Details

Service Integration

Nuance services integrated with HCL Tech’s offerings

Talent Acquisition

550+ Nuance professionals join HCL Tech

Primary Solution

Microsoft Dynamics 365 Contact Center

Business Growth Focus

Expansion of CCaaS and AI services

Enhanced Capabilities With AI Integration

HCL Tech will integrate Microsoft Copilot’s AI features into its contact centre solutions, offering clients improved customer self-service and operational efficiency. The expanded partnership also supports consulting, system integration, and new customer implementations, enhancing HCL Tech’s market presence.

Boost To HCL Share Price

The strategic collaboration is expected to boost HCL Tech’s CCaaS business, enhancing its financial prospects and potentially impacting the HCL share price positively. As the preferred partner for Microsoft Dynamics 365, HCL Tech will play a pivotal role in delivering AI-driven business outcomes.

This partnership solidifies HCL Tech’s position as a leader in contact centre transformation, leveraging AI and cloud technologies to drive innovation and efficiency.

Also read: BEL secures new orders worth Rs 561 crore, boosting FY25 order book

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Disclaimer: Investments in the securities market are subject to market risk, read all related documents carefully before investing.

This content is for educational purposes only. Securities quoted are exemplary and not recommendatory.

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