Scalability and security

HCL Technologies offers secure and GDPR-compliant IT support with VIER engage

HCL Technologies uses VIER engage

service provider workstations

time saving through automation of callbacks

security thanks to German cloud

Challenge

Highest data protection standards

As an IT service provider, HCL Technologies offers IT helpdesks for user and application support seven days a week, around the clock. The international IT service provider offers these services at several locations in Germany with over 150 workstations. Many of HCL Technologies' customers are at home in the automotive industry. HCL Technologies' requirements for a contact center solution are high, as HCL customers have the highest demands in terms of data protection. In addition, the flexibility and integrability of the solution must be guaranteed. As a service provider, it is important to be able to display the current performance at any time - this means that reporting can always be viewed on a client basis. It is also immensely important today to meet the needs of employees.

What solution does VIER offer?

HCL + VIER

Flexible routing and daily reporting

The omnichannel solution VIER engage is a perfect fit for HCL, as the software can fulfill all requirements. The solution enables the routing of inbound and outbound communication, whether by voice (telephony) or text (email, chat, etc.), and provides up-to-the-minute access to reporting as well as a flexible, scalable and secure solution.

For HCL customers, security and standardized reporting are essential - as are fast implementation and flexibility. In addition, a contingency plan ensures the availability of alternative locations, home office workstations in the individual regions and backup systems. GDPR compliance is a must for every single customer. The "Lucy" chatbot developed by HCL Technologies is seamlessly integrated into VIER's contact center solution.

Benefit

Safe and flexible

HCL Technologies can provide 24/7 support with VIER engage securely and flexibly. Scalability and multi-client capability can be expanded at any time. By providing the solution from the German cloud, GDPR compliance is guaranteed. All HCL Technologies customers also appreciate the clear dashboards. Reports no longer have to be sent manually by email. Those responsible really appreciate the real-time view of the daily calls.

More about the product