Contact

Scalability and security

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

Challenge

Highest standards of data protection

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 centre solution are high, because HCL customers have the highest demands for data protection. Moreover, 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. In addition, it is immensely important today to meet the needs of employees.

Solution

VIER engage in action

The omnichannel solution VIER engage is a perfect fit for HCL, as the software can meet all requirements. The solution enables the routing of incoming and outgoing communication, whether it is voice (telephony) or text (mail, chat, etc.), and daily access to reporting, as well as providing a flexible, scalable and secure solution.

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

Benefits

Secure and flexible

HCL Technologies can deliver 24/7 support securely and flexibly with VIER engage. Scalability and multi-client capability can be expanded at any time. By providing the solution from the German cloud, GDPR compliance is guaranteed. In addition, all HCL Technologies customers appreciate the clear dashboards. There is no longer any need to send reports manually by e-mail. Those responsible greatly appreciate the view of the daily updated calls in real time.

In order for HCL Technologies to meet the short implementation deadlines, flexibility in the design of the callflows as well as quick set-up without programming knowledge in day-to-day business are important. A call-back functionality was automated in VIER engage's Outbound Manager. The automation of the call-backs alone resulted in a time saving of 75 per cent. No more manual work was necessary and the results are captured in the central reporting.

At a glance

HCL Technologies uses VIER engage

75% time saving

by automating callbacks via the Outbound Manager.

Hardly any queries

from customers thanks to clear dashboards and a view of daily calls in real time.

100% security

thanks to German cloud.

About HCL

HCL Technologies is an international IT service provider for IT helpdesks. The company operates 150 workstations at several locations in Germany.

Learn more: https://www.hcltech.com

About HCL

HCL Technologies is an international IT service provider for IT helpdesks. The company operates 150 workstations at several locations in Germany.

Learn more: https://www.hcltech.com