Build what’s next for your contact center
As Nuance enterprise approaches end-of-life, forward-thinking organizations are seizing the opportunity to modernize. With HCLTech, you can upgrade to Microsoft Dynamics 365 Contact Center - a powerful, AI-infused solution that automates even the most complex conversations while delivering world-class customer experience. As Microsoft’s preferred partner for migrating Nuance Enterprise customers to Dynamics 365 Contact Center, HCLTech offers a proven framework to modernize your contact center with speed, scale and confidence.
Your contact center isn’t just about service - it’s your brand.
In today’s always-on, digital-first world, your contact center is a critical extension of your brand. It’s where your customer experience takes shape—across voice, chat, email and every digital touchpoint.
Modern contact centers must do more than answer calls. Customers expect fast, personalized support. Service representatives need smarter tools that reduce effort and increase impact. Powered by GenAI, Microsoft Dynamics 365 Contact Center delivers intelligent, seamless experiences at scale and HCLTech helps you unlock its full potential.
Let’s get started
With deep CCaaS expertise and decades of experience in contact center, our team has designed thousands of conversational AI transformations. We specialize in delivering personalized, natural and frictionless customer interactions driven by the latest in Agentic AI.
Deliver connected, multichannel experiences—all in one platform
Microsoft Dynamics 365 Contact Center offers a truly multimodal, omnichannel experience to help you manage high volumes, complex interactions and workforce challenges from a single unified solution.
HCLTech makes your migration seamless, boosting customer satisfaction, service representatives’ performance and operational efficiency without disrupting your existing investments.
Nuance Enterprise has announced end of life. Now is the time to start your migration process.
Reimagine the service experience with Microsoft Dynamics 365 Contact Center
Microsoft Dynamics 365 Contact Center is a composable, scalable, AI-first platform built to empower agents and wow customers.
Benefits of Microsoft Dynamics 365 Contact Center
Our migration approach – Nuance Migration Factory
As Microsoft’s preferred partner for migrating Nuance Enterprise customers to Dynamics 365 Contact Center, HCLTech offers a proven framework to modernize your contact center with speed, scale and confidence.
HCLTech possesses proprietary application migration tools that leverage GenAI and other technologies to substantially convert existing Nuance application code into Copilot Studio-ready code for the Dynamics 365 platform. Driven by the latest in Agentic AI, this approach will allow you to quickly build a new baseline, serving as a springboard for further extensions.
We’ve built a comprehensive Nuance Migration Factory to simplify your journey, leveraging purpose-built tools, automation and deep expertise to deliver faster time to value.
- Map current Nuance application inventory and features
- Align legacy documentation, test cases and KPIs
- Perform gap analysis and identify feature equivalency with Dynamics 365
Deliverables:
- Initial Process Analysis (IPA)
- Solution/tool mapping and assessment report
- Cost-benefit analysis
- Pilot readiness and scope document
- Define personas, infrastructure and ideal end-state
- Simulate sample calls and interaction scenarios
- Design foundations for logs, data patterns and handling flows
Deliverables:
- Solution Architecture Document (SAD)
- Design Integration Document (DID)
- Build Dynamics 365 environment and integrate backend systems
- Migrate mid-tier components and business logic
- Automate tasks and finalize orchestration pipelines
- Leverage proprietary application - conversion tools to quickly move from any of the Nuance development frameworks, to Dynamics 365-ready application code
Deliverables:
- Source-to-target mapping documentation
- Application code migrated and unit-tested
- Working features and logic verified
- Execute end-to-end functional and regression testing
- Conduct performance and scenario-based testing
- Compare results with baseline KPIs
Deliverables:
- Updated test scenarios and execution reports
- Defect logs and performance testing report
- Launch final build into production environment
- Validate KPIs and support with 7 days of post-migration warranty
Deliverables:
- Handover and operations documentation
Post-migration operating model
Following the successful migration to Microsoft Dynamics 365 Contact Center, our team is positioned to provide ongoing professional services and support to ensure customer experience objectives are achieved and systems are running efficiently without compromising security or compliance.
Flexibility
Vendor-agnostic setup tailored to your business needs
Reliability
Proven operational models adopted across global clients
Automation
Predictive analytics for proactive issue detection
Governance
Dedicated service delivery oversight to reduce complexity
Economies of scale
Shared delivery model that drives cost efficiencies
Agility
Elastic, scalable platforms enabling faster provisioning
Talent
Access to a scalable, highly skilled talent pool
Compliance
Adherence to security, audit and regulatory requirements
We make migration effortless
HCLTech is the preferred partner for migrating existing Nuance Enterprise customers to Dynamics 365 Contact Center and supporting new implementations.
Our team of 600+ Nuance conversational AI experts, who transitioned from Microsoft in 2025, bring decades of deep experience and industry-leading insight to ensure your migration is smooth, secure and successful. We are omnichannel experts and have extensive experience implementing and connecting solutions across diverse channels.
Structured, low-risk migration
Our factory model minimizes disruption while maximizing value.
Tailored solutions
Whether it’s replacement-only or a full AI-led transformation service - we adapt to your needs.
Custom AI accelerators
Reduce migration costs by over 50% and time by up to 45% with our proprietary tools.
Global delivery and 24/7 hypercare
Benefit from our worldwide presence and round-the-clock support.
A strategic Microsoft partner
2024 Microsoft Dynamics 365 Services Partner of the Year.
Decades of experience working with 85% of the Fortune 100 companies.
Proven expertise that is built for the future
By leveraging Microsoft Copilot and GenAI at every step of the service journey, we ensure that your contact center evolves with the ever-changing technological landscape.
Our proprietary migration tools not only reduce costs and time but also pave the way for seamless transitions and efficient operations. With a 35+ year partnership with Microsoft, we stand as a testament to resilience and reliability, ready to tackle any challenge and turn it into an opportunity for progress and innovation.
Our capabilities are amplified with the conversational AI expertise of the former Nuance professional services team. These pioneers in AI, speech and natural language technologies combine decades of achievements with current innovation to successfully achieve your objectives.
HCLTech and Microsoft: Powering the next era of customer engagement
In a world where customer expectations evolve rapidly, HCLTech is redefining what is possible in the contact center space. Imagine a future where every customer interaction feels tailor-made, where self-service is not just smart but truly personalized across every channel. With the power of AI and the strength of our Microsoft partnership, we are not just imagining transformation; we are delivering it. Our CCaaS practice is on a mission to make every agent your best agent while optimizing cost and performance like never before.
But that is just the beginning. When 600 conversational AI experts joined us in March, we expanded our natural language and GenAI capabilities. This is the moment to flip the traditional contact center model from costly escalations to intelligent containment.
Are you curious about how we are doing it? Watch the video to discover how HCLTech is reinventing contact centers with Microsoft Copilot and leading the way into a smarter, more efficient future.
Insights
Modernizing a contact center can feel overwhelming—especially when the starting point isn’t clear.
In today’s rapidly evolving digital landscape, consumers expect more than just functionality from your application. They expect meaningful interactions that efficiently accomplish their goals.
The client, a large telecom, was facing end-of-life status on the legacy contact center platform for their pre-paid brand. They sought to migrate the entire legacy platform to Microsoft Contact Center
HCLTech and Microsoft expand strategic partnership
To help transform contact centers with generative AI and cloud-based solutions
Contact us
Our experts are available to answer any questions, review your migration plans or discuss your contact center priorities.