Legacy contact centers often rely on outdated technology that cannot meet today's customer demands or business needs. With our deep expertise and strategic partnership with Microsoft, HCLTech delivers unmatched Microsoft Dynamics 365 Contact Center migration capabilities.

HCLTech enables organizations to modernize their contact center infrastructure while minimizing risks and costs. Our solution integrates professional services, automation tools and AI innovations to ensure a smooth migration process results in improved customer experiences, empowered agents and enhanced operational efficiency driven by generative AI.

Key Highlights

• A streamlined migration process - Our structured, step-by-step approach minimizes business disruption while ensuring efficient transitions

• Tailored solutions -Whether requiring a complete system redesign or minimal updates, Microsoft Dynamics 365 Contact Center Migration Factory adapts to your unique needs

• Microsoft-HCLTech partnership -Benefit from our exclusive and preferred partnership to leverage Microsoft Dynamics 365 Contact Center as a premier solution

• Automation tools and IP-Custom accelerators and tools streamline the migration process, delivering over 50% cost savings

• Faster time to value-Our proven tools and methodologies accelerate migration while ensuring high-quality outcomes

• Global delivery factory model-With our globally distributed teams and factory model approach, we deliver 15% cost savings through efficiency and scalability

Our Key Differentiators:

Nuance Contact Center expertise -Our team includes 550 Nuance professionals, bringing unmatched knowledge and continuity to your migration journey.
Deep understanding of existing solutions -Our team is experienced with customers' legacy applications, data and call centers, and our design experts are well-versed in our customers' brands, personas and business processes. In many cases, our experts developed these solutions and continuously optimized and enhanced them over time.
Customer-centric collaboration -We work closely with customer teams daily, fostering long-term partnerships. Our team serves as trusted advisors to help our customers achieve their business goals.
End-customer advocates -We leverage data-driven insights to understand consumer use cases and behaviors. Acting as the "voice of the customer," we ensure solution success through user experience. Our post-live optimization programs monitor trends, usage and consumer behaviors to continuously improve our offerings.

Solution Benefits

Efficient migration process-Cut migration timelines by up to 45% with reduced requirements gathering and streamlined transitions
Preservation of legacy investments-Protect custom-built solutions while integrating next-gen GenAI capabilities
Trusted Expertise-Work with the original teams behind your systems, ensuring continuity and reliability
Customized migration accelerators-Leverage proprietary tools to minimize disruptions and save over 50% on migration costs
Enhanced service innovation-Align with Microsoft's product roadmap to access the latest features and capabilities
Cost and time optimization-Achieve 50% lower migration costs by leveraging tools and IPs built by our team

Nuance to Microsoft Dynamics 365 Migration Assessment Services follows three primary approaches: -

Like to Like Migration - Transition of Nuance functionalities and data to the Microsoft Dynamics 365 CCaaS platform using a low-touch migration approach, safeguarding legacy investments while preparing for seamless adoption of future CCaaS advancements.
Like to Better Migration - Transition of existing functionalities to the new CCAAS platform while simultaneously piloting and integrating new features to enhance operational efficiency & customer experience.
AL led Transformation - AI led transformation focused on elevated customer experience following a high-touch approach

Contact us today for to provide you with an obligation free demonstration.

Final cost of consulting services varies, based on scope of services which the customer and HCLTech could determine together, to the best of customer needs.

Dynamics 365 Field Service

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