HCLTech partners with Microsoft to transform customer service with GenAI and cloud-based solutions

In order to revolutionize customer care experiences using generative AI and cloud-based contact center solutions, Indian IT company HCLTech has announced the extension of its strategic relationship with Microsoft.

Microsoft Dynamics 365 Contact Center, a Copilot-first solution that enhances customer experiences, speeds up problem-solving, empowers customer support agents, and boosts productivity, will be activated by clients with the help of HCLTech.

The Enterprise Professional Services division of Nuance, along with the staff and current client agreements, will be moved to HCLTech as part of the enlarged relationship and integrated into its contact center portfolio.

As part of this, HCLTech will take over as the sole professional services partner for Nuance Enterprise Professional Services' current client contracts.

Additionally, HCLTech will be the go-to partner for assisting current clients of Nuance Enterprise Professional Services with their transition to the Microsoft Dynamics 365 Contact Center. 

Along with growing the Contact Center as a Service (CCaaS) business for Microsoft and HCLTech, the Indian IT company will assist this by running a Nuance Migration Factory to move Nuance solutions effectively and at scale. Additionally, HCLTech will be a key collaborator on new Microsoft Dynamics 365 Contact Center deployments.

By making Microsoft Dynamics 365 Contact Center its go-to contact center solution and adding industry-leading professional services, customer self-service apps, and Microsoft Copilot capabilities to its current suite of experience-centered technology services, HCLTech will improve its offerings.