HCL Technologies, Microsoft to launch new digital contact center platform

HCL Technologies has forged a partnership with Microsoft for launching a new digital contact center platform for offering digital transformation of customer service operations spanning various industries.

For enabling the initial product launches for new as well as existing customers, Microsoft has appointed a select group made up of eight global system integrators (GSIs) from its partner network.

Ajit Moodliar — HCL Technologies Senior Vice President and Microsoft Ecosystem Business Unit Global Business Head said: “We’re excited to be involved in the launch of the Digital Contact Center platform because we recognize the inherent value it brings to our customers.

“It was designed for customer care delivery, but it will absolutely transform service operations in finance, field service, supply chain, order management, sales, marketing and commerce.”

HCL Technologies, Microsoft to launch new digital contact center platform. Photo courtesy of Mohit Agarwal/Wikipedia.org.

The digital contact center platform is said to stretch beyond customer service operations. Its benefits include notable improvements in critical metrics, the instant realization of cost savings, and potential generation of revenue with upsell and cross-sell opportunities.

According to HCL Technologies, the digital contact center platform also draws on various components of the Microsoft technology stack such as Dynamics 365, Azure, Power Platform, Customer Voice, and Teams.

Charles Lamanna — Microsoft Corporate Vice President said: “We’re pleased to work with HCL Technologies for the launch of its new digital contact centers. Using our tools, HCL Technologies will pave the way toward elevated customer service, and we’re looking forward to seeing enterprises across sectors benefit from this reimagined experience.”

Recently, HCL Technologies signed a multi-year deal with Royal DSM for driving the modernization of the Dutch firm’s core IT business systems and their transition to a product-based IT operating model.