HCLTech FOCUS Analytics Suite for Dynamics 365 Contact Centre

FOCUS by HCLTech

• Premium, white-glove analytics & continuous optimization services • For Enterprises with complex automated agents, who need advanced analytics and reporting • Extensive interactive Power BI reports built on the analytics capability of FOCUS Lite

FOCUS Lite by HCLTech

• Advanced, self-service analytics • For semi-DIY customers with complex automated agents • Enables deep insights into: • user intent, behavior, interactions, • task success/failure/fallout • traffic, containment agent transfers & transfer reasons

Overview of FOCUS Lite by HCLTech

“ FOCUS Lite by HCLTech is an advanced reporting solution for semi DIY customers who need flexible, customizable analytics. Built on Dynamics 365 OC historical dashboards and MCS Analytics, it supports complex reporting through custom dashboards, KPIs, and extended dimensions and metrics. The solution delivers deep insights into conversation drivers, task and intent performance, fallouts, containment, and agent transfers, enabling customers to create sophisticated, high performance reports without heavy ongoing optimization. "

Overview of FOCUS by HCLTech

“ FOCUS by HCLTech is a premium, white glove reporting solution designed for enterprise customers who require deep analytics and continuous performance optimization. It builds on FOCUS Lite and Dynamics 365 OC analytics to deliver advanced insights into conversation drivers, automated agent performance, user behaviour, containment, and transfers. With enhanced analytics, interactive Power BI reports, and drill down exploration, FOCUS enables measurable, ongoing improvements through sophisticated, enterprise grade reporting. "

Key Differentiators:

MCS Analytics and Dynamics 365 OC Historical Dashboard are entry and baseline reporting tools focused on volume and topics, suitable for simple environments. In contrast, FOCUS Lite and especially FOCUS elevate analytics into intent-driven, outcome-based, customizable intelligence platforms, with FOCUS uniquely delivering enterprise-grade insights combined with white glove optimization services.

Layer Primary Role Target Customer MCS Analytics Entry level, session-based reporting Customers with minimal reporting needs Dynamics 365 OC Historical Dashboard Basic summary & conversation reporting Customers with simple automated agents FOCUS Lite Advanced, semi DIY analytics & customization Customers with complex environments and KPIs FOCUS Premium, white glove analytics & optimization Enterprise customers requiring continuous improvement

Key Insights:

1. Depth of Insight: Topics vs. Intents vs. Business Drivers FOCUS offerings shift reporting from activity tracking to business intelligence.

2. Reporting Granularity & Analytical Power FOCUS offerings enable multi-layer analysis and performance storytelling, not just snapshots.

3. Customization & Extensibility FOCUS and FOCUS Lite move customers from static dashboards to flexible analytics platforms.

4. Service Model & Ownership FOCUS pairs advanced analytics with expert guidance, which competitors do not provide.

HCLTech’s FOCUS Analytics Advisory & Optimization Service

This service helps organizations transform contact centre reporting into actionable, intent-driven insights. Designed for Dynamics 365 Contact Centre environments, this service combines advisory, implementation, and continuous optimization to enhance visibility into customer interactions, automation performance, and operational outcomes.

The engagement begins with analytics discovery, assessing current reporting (MCS Analytics, Dynamics 365 OC dashboards) and identifying gaps. High-value use cases—such as intent analysis, containment, and CX improvement—are prioritized through business value mapping, aligning KPIs with measurable outcomes.

HCLTech then defines a phased transformation roadmap from baseline reporting to advanced analytics, leveraging:

FOCUS Lite for customizable, self-service analytics FOCUS for enterprise-grade reporting with ongoing optimization

Implementation includes Power BI dashboards, custom KPIs, and intent-driven reporting. For premium engagements, HCLTech provides continuous monitoring, insights, and recommendations to improve CX, automation efficiency, and business performance.

The Discovery Workshop (1-2 hours) engages key stakeholders to assess reporting maturity, identify gaps, and define analytics priorities. Outcomes include analytics maturity assessment KPI framework, implementation roadmap, and optimization plan—enabling organizations to drive data-driven decision-making and continuous improvement.