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This collaboration will enable HCLTech to offer clients access to Microsoft Dynamics 365 Contact Center, a Copilot-first solution designed to deliver superior customer experiences, streamline problem resolution, and boost the efficiency of customer service representatives.
As part of the expanded partnership, Nuance’s Enterprise Professional Services business — including the team and existing customer contracts — will be transferred to HCLTech and become a part of its contact center offering.
Also Read: HCLTech Q3 profit climbs 8.4% QoQ to ₹4,591 crore; margins in line with estimates, dividend declared
As part of this, HCLTech will become the exclusive professional services partner for existing customer contracts of the Nuance Enterprise Professional Services organisation. HCLTech will also become the preferred partner to support the migration of existing Nuance Enterprise Professional Services customers to the Microsoft Dynamics 365 Contact Center.
In support of this, HCLTech will operate a Nuance Migration Factory to migrate Nuance solutions efficiently and at scale, while expanding the Contact Center as a Service (CCaaS) business for both HCLTech and Microsoft. HCLTech will also serve as a leading partner for new Microsoft Dynamics 365 Contact Center implementations.
HCLTech will enhance its offerings by making Microsoft Dynamics 365 Contact Center its preferred contact center solution, integrating industry-leading professional services, customer self-service applications and Microsoft Copilot capabilities into its existing suite of experience-center technology services.
Also Read: HCL Tech declares interim dividend of ₹12 and special dividend of ₹6 per share
Microsoft’s current team of more than 550 Nuance Enterprise Professional Services personnel, with deep conversational AI expertise, will join HCLTech to continue to service Microsoft customers globally.
Microsoft customers will gain access to HCLTech’s AI-led digital transformation services, including consulting, implementation, upgrades and support services, such as System integration and application development and Migration to Microsoft D365 Contact Center and new customer implementations.
Shares of HCL Technologies Ltd ended at ₹1,985.25, down by ₹10.35, or 0.52% on the BSE.
