Fragmented legacy platforms took weeks to scale. Now, AI routes emails by intent while unified desktops let agents resolve issues faster.
A global technology company providing contact center solutions, with over 15,000 agents supporting more than 400 enterprise customers across 150 countries.
The organization relied on fragmented, on-premises contact center platforms that caused manual provisioning during seasonal peak periods to take...
“When you speak to customers today, the discussions are about AI-driven transcriptions, sentiment analysis, and intelligent routing. This was our opportunity to accelerate the development of these capabilities and stay competitive.”
HCLTech's Customer support is part of this use case:
IT services and consulting for digital, engineering, and cloud transformation.
Cloud computing platform and on-demand infrastructure services.
Implemented secure network infrastructure linking HCLTech's contact centers with the cloud
Related implementations across industries and use cases
Fragmented tools forced manual workflows. AI now drafts case summaries and handles routine queries, optimizing support effort by 25%.
Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
Scripted roleplays failed to mimic unpredictable live calls. Now, agents practice high-stakes scenarios with lifelike AI voice simulators.
Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
Manually sorting thousands of daily emails bottlenecked support. Now, AI agents triage and route them, freeing staff for complex cases.
Building an air conditioner every seven seconds outpaced manual assembly. Now, 2,000 AI agents run three automated factories 24/7.
Manual workflows delayed global campaigns for weeks. Now, local teams use GenAI to instantly draft localized, regulatory-compliant copy.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.
Fragmented legacy platforms took weeks to scale. Now, AI routes emails by intent while unified desktops let agents resolve issues faster.
A global technology company providing contact center solutions, with over 15,000 agents supporting more than 400 enterprise customers across 150 countries.
The organization relied on fragmented, on-premises contact center platforms that caused manual provisioning during seasonal peak periods to take...
“When you speak to customers today, the discussions are about AI-driven transcriptions, sentiment analysis, and intelligent routing. This was our opportunity to accelerate the development of these capabilities and stay competitive.”
HCLTech's Customer support is part of this use case:
IT services and consulting for digital, engineering, and cloud transformation.
Cloud computing platform and on-demand infrastructure services.
Implemented secure network infrastructure linking HCLTech's contact centers with the cloud
Related implementations across industries and use cases
Fragmented tools forced manual workflows. AI now drafts case summaries and handles routine queries, optimizing support effort by 25%.
Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
Scripted roleplays failed to mimic unpredictable live calls. Now, agents practice high-stakes scenarios with lifelike AI voice simulators.
Fragmented AI pilots slowed support. Now, staff-sourced agents handle 89% of self-service requests and automate 37% of case workflows.
Manually sorting thousands of daily emails bottlenecked support. Now, AI agents triage and route them, freeing staff for complex cases.
Building an air conditioner every seven seconds outpaced manual assembly. Now, 2,000 AI agents run three automated factories 24/7.
Manual workflows delayed global campaigns for weeks. Now, local teams use GenAI to instantly draft localized, regulatory-compliant copy.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.