HCLTech AI-Powered Contact Center for Smarter Customer Engagement

Most contact center challenges are not people problems—they're process and technology problems. Agents waste valuable time searching for customer context, routine queries consume skilled resources, onboarding takes months, and scaling often means hiring more people.

HCLTech's AI-Powered Contact Center, built on AWS, transforms customer engagement through Agentic AI. It autonomously handles routine interactions—including query resolution, knowledge retrieval, form completion, and case creation—while seamlessly handing complex cases to live agents with complete conversation context.

For human agents, AI provides real-time knowledge recommendations, suggested responses, next-best actions, sentiment analysis, and supervisor alerts. Customer history, CRM data, and case information are unified into a single workspace, reducing handle time and improving agent productivity.

The solution supports voice, chat, IVR, web calling, and messaging in a unified platform, integrates with Microsoft Dynamics 365, Pega, and other enterprise systems, and delivers multilingual customer experiences across global operations.

Business Outcomes

Higher self-service and automated resolution rates

Reduced Average Handle Time (AHT)

Improved First Contact Resolution (FCR)

Faster agent onboarding and productivity

Lower operational costs with a continuously improving AI layer

Key Benefits and Features

● Resolve more, with the same team

Autonomous AI handles routine enquiries end to end, deflecting a significant portion of inbound volume before it reaches a human agent. Your team gets capacity back without adding headcount.

● Every agent performs like your best agent

Real-time knowledge surfacing and next best action guidance during live calls reduces average handle time and lifts first contact resolution rates. New agents ramp faster because the information they need is always in front of them.

● One platform, every channel, every language

Voice, chat, IVR, web calling, and messaging run in a single environment. Multilingual support is built in, so you serve customers in their preferred language across markets without separate infrastructure.

● Don’t start from scratch on every call

A unified agent workspace consolidates CRM data, case history, and interaction context in one place. When AI hands off to a human, the full picture comes with it — the customer does not repeat themselves and the agent does not go searching.

● Insight that supercharges improvement Post-call analytics identify trends, compliance gaps, and coaching opportunities at scale. Operational dashboards surface real-time queue metrics, agent utilisation, and customer satisfaction signals.

Our Proven Methodology

Our engagement follows a clear five‑stage process to accelerate time‑to‑value:

1. Discovery: Map contact centre workflows, channel mix, CRM integrations, data governance requirements, and business KPIs.

2. POC: Deploy end‑to‑end Amazon Connect environment with agentic AI flows, IVR, and CRM integration on representative use cases.

3. Integration: Connect enterprise CRM, knowledge bases, ticketing systems, and identity providers. Refine AI agent behaviours and routing logic.

4. Testing: Conduct UAT, load testing, agent acceptance testing, and compliance validation.

5. Pilot & Rollout: Phased go‑live starting with a defined agent cohort, followed by full production rollout and managed handover.

Solution Scope, Prerequisites, and Responsibilities

Scope of Offering

This professional services offering covers contact centre requirements assessment, Amazon Connect environment setup, agentic AI design and deployment (Bedrock AgentCore, Lex, Q in Connect), CRM integration, Contact Lens configuration, UAT support, and delivery of a production‑ready POC with rollout handover.

Prerequisites ● Customer has an active AWS account and basic landing zone in place.

● Customer provides access to existing CRM, knowledge base, and telephony systems for integration scoping.

● Customer nominates a contact centre operations lead to co‑own UAT and agent acceptance.

Shared Responsibility Model

● HCLTech: Delivers the professional services outlined above including design, POC deployment, integration assistance, and optional managed‑services add‑ons.

● Customer: Responsible for ongoing contact centre operations after handover, including agent management, knowledge base curation, and IAM governance.

● AWS: Provides and maintains the underlying cloud infrastructure according to the AWS Shared Responsibility Model.