Scalability and security

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.

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.