HCLTech addressed diverse challenges for a renowned New Zealand-based dairy cooperative exporting to over 130 countries. This case study illustrates our handling of scaling during COVID-19, enhancing disaster recovery and migrating to a modern platform.
The Challenge
In the face of the COVID-19 pandemic, our client faced multiple hurdles, including:
![The challenges](/sites/default/files/images/case-study/migrated-legacy/Thumbnail-802x500-Pxl-3.webp)
- Trying to scale effectively during COVID-19 with remote work
- The pressing need to minimize downtime during future disruptions and enhance disaster recovery capabilities
- Migration from a legacy platform to a new one was necessary to meet evolving demands
- The need for granular reporting with flexibility to improve operational efficiency
The Objective
In pursuit of organizational excellence, the following objectives were identified:
![The challenges](/sites/default/files/images/case-study/migrated-legacy/Thumbnail-802x500-Pxl-4.webp)
- Enhance employee experience in day-to-day business operations
- Modernize and manage the entire technology infrastructure across 140+ countries
- Strengthen the service desk as a central point of contact for organizational services, necessitating 24/7 availability managed by dedicated teams from HCLTech's New Zealand, Malaysia and India offices, with direct calling from 26 countries
![Migrated legacy Migrated legacy](https://www.hcltech.com/sites/default/files/case-study/images/2024-04/Inside-banner-1440x319-pxl.webp)
The Solution
HCLTech's Global IT team evaluated improvement opportunities with the existing Avaya platform and proposed instead to migrate to Amazon Connect.
![The challenges](/sites/default/files/images/case-study/migrated-legacy/Thumbnail-802x500-Pxl-5.webp)
- We recommended migrating the service desk contact center to Amazon Connect for cost optimization and enhanced customer experience
- The service now operates on a hybrid voice infrastructure, managing an average monthly call volume of 3,200
- HCLTech agents from New Zealand and Malaysia transitioned to Amazon Connect at zero migration cost
- Contact lens functionality enables quick call searches based on phrases and customer sentiment
- We provided a step-by-step guide that boosts agent productivity, allowing them to handle complex calls without extra training
The Impact
Amazon Connect's robust analytics and seamless transitions improved overall service delivery. Benefits include:
![The challenges](/sites/default/files/images/case-study/migrated-legacy/Thumbnail-802x500-Pxl-2.webp)
- The solution’s comprehensive call analytics capabilities addressed the limitations of Avaya call reporting, leading to improved service level agreements and customer satisfaction
- The hybrid voice infrastructure easily handles an average monthly call volume of 3,200, with agents in New Zealand and Malaysia seamlessly transitioning to Amazon Connect
- Seamless scalability for additional countries
- Updating the interactive voice responses (IVR) is much more efficient
- Zero downtime guaranteed a dependable service desk experience
- Supervisors can swiftly evaluate calls by searching for sentiment, expediting quality management
- Customer experience is substantially enhanced
- Essential features such as call recording, call reporting, global calling and WebRTC calling are now accessible to agents on Amazon Connect