Large Telecom Achieves Contact Center Digital Transformation with Microsoft CCaaS

Modernizing legacy contact center infrastructure can improve both customer and agent experiences while enabling greater operational agility. Discover how a large telecom partnered with HCLTech and Microsoft to migrate from a legacy contact center to a modern Contact Center as a Service (CCaaS) environment on an aggressive timeline.

Learn how the transformation strengthened voice and data integration, enhanced agent productivity and expanded automated self-service through virtual agents and interactive voice response (IVR) capabilities.

Key Takeaways:

• Migrate from a legacy contact center to a modern CCaaS platform
• Improve agent experiences with cloud-based contact center technology
• Strengthen voice and data integration across customer interactions
• Expand self-service with virtual agents and IVR automation
• Accelerate contact center modernization on a compressed timeline
• Enhance operational efficiency and customer engagement