Microsoft Dynamics 365 Contact Centre Hosted Solution

Why Choose HCLTech for your Azure Dynamics 365 Contact Centre Hosted Tenant Solution?

•Exclusive Microsoft & Nuance expertise: HCLTech acquired 550+ Nuance professionals and is the preferred partner for migrating Nuance users to Dynamics 365 Contact Centre, leveraging a proprietary “Nuance Migration Factory” for efficient, scalable transitions. •Ready-to-go CCaaS: Skip deployment headaches—HCLTech delivers a ready-to-use Dynamics 365 tenant, fully configured for your brand and voice, with automated provisioning and turnkey administration. •Managed service model: Enjoy peace of mind with 24×7 support, proactive monitoring, patching, upgrades, and ongoing optimization—all bundled in a predictable OPEX model.

Key Capabilities at Your Fingertips:

•Unified omnichannel engagement\ Voice (PSTN/WebRTC), chat, SMS, email, and social—all seamlessly integrated into a single agent interface. •Copilot enabled agent assistance\ AI-powered real-time response suggestions, sentiment analysis, conversation summaries, and case creation—empowering your agents to deliver faster resolutions. •AI-driven IVR & virtual agents\ Self-service bots with generative AI intent recognition significantly reduce call load while enhancing CX. •Smart routing & queuing\ Automatically direct interactions based on agent skill, availability, and workload—minimizing wait times. •Integrated analytics & dashboards\ Supervisor-ready real-time monitoring, historical reporting, and KPI optimization for complete operational transparency. •Secure, scalable Azure foundation\ Your tenant runs in a HCLTech-managed Azure environment—Azure security, high availability, and compliance included.

Migration & Deployment: Fast, Smooth, Reliable:

HCLTech’s Nuance Migration Factory combines automation, proven IP, and deep-domain expertise to design new deployments or migrate legacy Nuance deployments to Dynamics 365 with: • 50%+ cost savings via reusable accelerators • 15% global efficiency improvements • Modular delivery: full overhaul or incremental journey

Business Benefits:

•Rapid time to value: A fully hosted Dynamics 365 tenant means faster rollout with minimal internal IT burden. •Reduced TCO: Predictable service-based pricing, plus migration efficiencies and hosted infrastructure. •Enhanced CX & agent productivity: Copilot assistance, virtual agents, and unified channel support lead to faster, more intelligent interactions. •Enterprise-grade reliability: Built on Azure, with managed updates and high compliance standards.

Who This Is For?

Ideal for mid-size to large organizations that: •Need a fully managed contact centre on a secure Azure platform •Seek to accelerate Nuance-to-Dynamics migration •Want AI-infused CX and agent tools, with zero infrastructure management

Industries that benefit most include financial services, telecommunications, retail, and public sector.

Why HCLTech Over DIY?

•Proven partner: Exclusive Dynamics 365 CCaaS integrator and Nuance conversion leader. •Co-pilot-first design: Unlike generic CCaaS players, HCLTech craft-codes Dynamics 365 with embedded AI. •End-to-end agility: From planning to go-live to full managed operations, HCLTech handles the entire lifecycle.

Next Steps:

1.Discovery & Assessment – Explore your current platform, volumes, channels, and goals. 2.Proof of Concept – Experience a live hosted agent interface with Copilot and virtual agents. 3.Migration & Optimization – HCLTech transitions you with minimal disruption and full knowledge transfer.