HCLTech, a global technology company, recently 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 clients to activate Microsoft Dynamics 365 Contact Center, a Copilot-first solution that aims to improve customer experiences, accelerate problem-solving, empower customer service representatives and drive efficiency.
As part of the expanded partnership, Nuance’s Enterprise Professional Services business—including the team and existing customer contracts— will be transferred to HCLTech and become a part of its contact center offering. As part of this, HCLTech will become the exclusive professional services partner for existing customer contracts 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. In support of this, HCLTech will operate a Nuance Migration Factory to migrate Nuance solutions efficiently and at scale, while expanding the Contact Center as a Service (CCaaS) business for both HCLTech and Microsoft. HCLTech will also serve as a 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, integrating professional services, customer self-service applications and Microsoft Copilot capabilities into its existing suite of experience-center technology services.
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Microsoft’s current team of more than 550 Nuance Enterprise Professional Services personnel, with conversational AI expertise, will join HCLTech to continue to service Microsoft customers globally. Microsoft customers will gain access to HCLTech’s AI-led digital transformation services, including consulting, implementation, upgrades and support services, such as:
- System integration and application development
- Migration to Microsoft D365 Contact Center
- New customer implementations
- Expansion of 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 at HCLTech. “By combining our expertise in digital transformation 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 best-in-class AI talent from Microsoft to our organization, which will further enhance our capabilities and, together with our preferred partnership in the CCaaS space, position HCLTech as a leader in the services market, driving AI-powered business outcomes.”
“We are thrilled to expand our partnership with HCLTech, who shares our vision of leveraging AI to transform the CCaaS market,” Charles Lamanna, Corporate Vice President, Business and Industry Copilot at Microsoft. “HCLTech is a leader in contact center transformations and is well positioned to help customers harness the power of AI to drive operational efficiency, scale and growth.”
What this means for ERP Insiders
Link Contact Center solution with rest of Microsoft Dynamics 365 portfolio. Integrating Microsoft Dynamics 365 Contact Center with the broader Dynamics 365 solution portfolio ensures seamless workflows, improved customer experiences, and enhanced operational efficiency. Utilize Microsoft Dataverse to unify data across Dynamics 365 applications (e.g., Sales, Marketing, Customer Service) and ensure a single source of truth. Integrate Dynamics 365 Contact Center with Dynamics 365 Customer Insights to provide agents with a 360-degree view of customer profiles. Use Power Platform tools, like Power Automate, to create automated workflows between applications. Connect the Contact Center with Dynamics 365 Sales and Marketing to track customer interactions from lead generation to post-sales support. Ensure all customer communications—voice, chat, email—are recorded and accessible in Dynamics 365 Customer Service for consistent follow-up. Leverage Dynamics 365 AI capabilities to provide insights into customer interactions, predict customer behavior, and recommend next-best actions. Use Power BI dashboards to analyze Contact Center performance metrics alongside data from other Dynamics 365 apps.
HCLTech has track record of creating customer value in contact center operations with AI. HCLTech is a global technology company, with more than 220,000 employees across 60 countries, delivering capabilities centered around digital, engineering, cloud and AI. With consolidated annual revenues of US$13.8 billion, HCLTech works with clients across multiple verticals, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG and Public Services. For a leading financial services provider, HCLTech implemented an AI-powered ticket resolution system utilizing Microsoft Azure OpenAI Services. This solution automated responses by analyzing historical interaction data to identify resolutions, resulting in: 80% reduction in summarization efforts, expediting ticket creation; 100% automation of ticket classification, eliminating manual processes; 70% decrease in manual labor for ticket resolution; and projected annual savings of approximately US$3.2 million. HCLTech also transformed the contact center operations of a major organization by implementing AI-driven solutions, achieving: 45% improvement in productivity for over 3,000 frontline staff; provision of a 360-degree view of customer product holdings in under five seconds; 95% increase in customer interactions and a 40% boost in cross-sales.
Contact center automation market is ripe for HCLTech and Microsoft offerings. The contact center software and automation solutions market is experiencing significant growth. In 2023, the global contact center software market was valued at approximately US$33.38 billion, and it is expected to grow at CAGR of 23.9% from 2023 to 2030, reaching an estimated value of US$109.7 billion by 2028. There is a significant shift towards cloud-based contact center solutions, offering scalability, flexibility, and cost-effectiveness. The cloud contact center market is projected to reach US$87.10 billion by 2029, up from US$27.22 billion in 2024. AI and ML are being integrated to enhance customer interactions, automate routine tasks, and provide predictive analytics, improving overall efficiency. Businesses are adopting omnichannel strategies to provide seamless customer experiences across various platforms, including voice, email, chat, and social media. The implementation of automation tools, such as chatbots and interactive voice response (IVR) systems, enables customers to resolve issues independently, reducing the need for human intervention.
