HCL Biz Apps - Contact Centre Modernisation and Optimisation - 1-hr Briefing

HCL Technologies Limited.

HCL is an award-winning Microsoft partner with a proven track record for excellence in Customer Service digital transformations using technology from the Microsoft stack.


Naturally, our solutions are built on Dynamics 365 Customer Service and Microsoft Power Platform. We extend the capabilities of each solution by adding other apps from the stack as needed, including Customer Insights, Omnichannel, and the recently introduced Native Voice Channel, an all-in-one digital contact center solution that brings together omnichannel contact center and customer care capabilities, unified communications, and artificial intelligence (AI) to enable delivery of consistent, intelligent, and personalized service experiences.

While other Microsoft partners may tap into the technology stack to enhance your business’s core customer service platform, HCL fundamentally transforms your entire service delivery model. Our success comes from adopting and adhering to our own best practices IP: the HCL Customer Service Implementation Maturity Model. Through faithful execution and state-of-the-art artificial intelligence, we deliver next-generation customer care to your business by:

  • Unifying Customer Data into a Single View
  • Serving Up Measurable and Actionable KPIs
  • Delivering Consistent Omnichannel Experiences
  • Improving Agent Productivity
  • Accelerating Case Resolution
  • Implementing Intelligent Virtual Agents, Bots, Routing, and Analytics

Why Partner with HCL As an award-winning Microsoft partner with a dedicated internal Microsoft business unit, HCL is tightly coupled with Microsoft in terms of product development. In the Customer Service arena especially, we continuously collaborate with Microsoft’s sellers and IP developers to innovate and elevate customer satisfaction and retention for businesses around the world and across industries. We have been at the forefront of the Native Voice Channel development and delivery from the beginning; in fact, HCL is the first partner in the Microsoft channel to adopt this technology for our clients. You might say we are passionate about customer service and it’s at the center of everything we do (and we’ve collected several Microsoft awards along the way!)