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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 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.
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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
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 |
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.
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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