HCLTech CCaaS Services Blueprint Builder - Discovery Workshop

By harnessing actual contact center data that is readily available within your organization - agent logs, chat transcripts, voice recordings, web clicks - HCLTech exclusive approach uses an AI-powered analytics process combined with decades of direct industry experience to surface end-user trends, key contact drivers, and critical pain points unique to your organization. The data driven insights we uncover are used to create a customized, prioritized blueprint: a precise roadmap outlining your best path forward to solving for your customer's needs in the most cost-effective manner while focusing on the most impactful areas of opportunity for value adds and operational efficiencies

It’s practical insight, grounded in your operational data that identifies:

1. Call Flow Optimization: Clearly visualize customer/agent interactions to pinpoint precise areas of improvement and go-forward opportunities.
2. Self-Service Opportunities: Identify and propose new intents and tasks suited for automated responses including Gen-AI use-cases, driving down agent workload and enhancing customer satisfaction.
3. Application Design Recommendations: Highlight gaps in user experience that hinder agent productivity, providing targeted suggestions for improvement.
4. Channel Strategy: Provide recommendations on the optimal communication channels for different customer interaction types, ensuring effective and efficient customer engagement

CCaaS Service Features include:

1. Utilizes AI-powered analysis on high volumes of contact center data to identify user trends, contact reasons and pain points existing within the contact center; this data driven approach results in high confidence in the recommendations that are put forward.
2. Provides a wide range of recommendations to drive value including those related to self-service, routing, design, user experience etc.
3. Delivered by highly experienced, consultative analytics experts.

CCaaS Offering Benefits include:

1. A great fit for organizations who are facing cost savings pressures and / or CSAT related challenges and require direction and support to define what initiatives to implement within their Contact Center environment to achieve their goals / solve their problems.
2. Data driven findings lead to a customized, prioritized blueprint that outlines initiatives to be undertaken to achieve business goals (including summarizing cost savings/user experience gains).
3. Industry Leadership: Leverage CoE’s proven frameworks, migration playbooks, and post-migration services for seamless transformation
4. Best Practices: Adopt CoE’s catalogued offerings, including elevator pitches, skillset showcases, and customer engagement demos for differentiated proposals
5. Migration Excellence: Integrate CoE migration slides and tooling for accelerated, risk-mitigated transitions from legacy to GenAI-powered contact centers.
6. Post-Migration Optimization: Utilize CoE’s expanders and continuous improvement programs to ensure ongoing value and solution enhancement

To support the upcoming voice contact center migration, HCLTech conducts targeted workshops with business stakeholders and stakeholder interviews and live call listening with contact center colleagues and supervisors. These sessions provided a comprehensive view of the current operating model, surfaced key pain points, and clarified future-state priorities. Insights from this engagement have informed the initial roadmap for the voice contact centre, guiding both deployment planning and long-term operational design to ensure alignment with Clients' transformation objectives.

HCLTech’s CCaaS Advisory offering provide business advisory to help identify relevant use cases, analyze and shortlist most viable use cases for further experimentation and deployment on Azure. Our CCaaS Professional Services Approach:

1 ) Business advisory- Understand organization's needs & help identify relevant use cases​ 2) Use Case to Biz Case- Understand the Perceived value & Effort (ROI) for use cases before putting into experimentation phase​ 3) Prioritization Roadmap- Analyze and shortlist most viable use cases for further experimentation and deployment

Key highlights of HCLTech Discovery workshop for Blueprint Builder are

• Workshop Duration: 1 hour each
• Participants: Contact center managers, security/compliance, solution architects, telephony leads, reporting/analytics, digital team
• Approach: Workshops featured agendas tailored to each participant’s functional domain
• Colleague interviews Duration: 20-minutes each + 15 minutes live call observation
• Approach: Colleagues provided open feedback via a structured questionnaire, complemented by live call observations conducted at their workstations to assess real-time voice handling

Key Deliverables would include:

1. Cloud Readiness for CCaaS Migrations
2. Target Deployment Model
3. High level Migration Services scope
4. High Level Effort Estimates