Fluid Contact

Center

Energy major transforms

service experience with
Amazon Connect

About the client

The client is a European multinational oil and gas company and among the world's oil and
gas supermajors. They operate across all areas of supply chain such as exploration and
production, refining, distribution and marketing, power generation, and trading.
 Employees Geography
80,000+ across refinery Global across the
engineering, trading, front desk, Americas, EMEA, and
back-office processing, offshore Asia
drilling, etc.

Contact center Contact center

agents use cases

80+ seated across Employee login, new vendor

three locations on-boarding, device malfunction,
FTP server issues, remote
troubleshooting, operating
procedure checks etc.

Problem statement
The client’s service desk experience was sub-optimal, with long wait times, frequent call drops, multiple call
transfers, and broken journeys in voice and chat, leading tot unsatisfactory employee experience. Agents, on
the other hand, were crippled due to the high call volumes, lack of tools to personalize the service
experience, and no context information to serve the employees better. The contact center solution being
used was legacy, outdated, and did not live up to the expectation of the modern employee experience.

No customer No language
identification-based personalization caller
registered user number preference

Absence of screen PoP Agents spent substantial

and call handling in CRM time in after-call work
such as case creation

Complex and Static architecture is

expensive CC not flexible to scale
architecture with for increase in agents
fragmented landscape and call volumes
 HCL solution

HCL embarked on transformation journey with client and collaborated with them to identify best-fit use
cases for employee experience and built minimum viable product on Amazon Connect the leading CPaaS
solution. Amazon Connect met the business requirements for the future with its advanced AI/ML
capabilities and justified the business case due to its optimized pay-per-use consumption-based pricing
model. The entire platform migration was done carefully in a phased agile manner, partnering with business
and IT leaders in each geography, considering the local operating models, user experience, language needs,
and integrations. HCL is also engaged in post-implementation support and enhancement of employee
experience by enabling the latest features of Amazon Connect for the client.

Solution highlights

Personalized employee Conversational human-like

experience in IVR with named self-service experience in
welcome and language voice and chat

Screen PoP in ServiceNow Contextual assistance by

for interaction handling using auto-populating name, details of
unified agent console the caller in agent desktop

‘Smart assist’ to provide Supervisor ability to

real-time knowledge article monitor live calls, track
recommendation to agents employee sentiments, and
quality issues

Intuitive business
dashboard for performance
analysis and faster decision
 Technology landscape

Amazon Voice
and chat Chatbot ServiceNow
Connect
Screen Pop

Amazon
AWS Contact QuickSight Agile
lens for quality Pay-per-use
for real-time methodology
monitoring model
EX

Minimum Staging
viable product environment
build and test
3 4
HCL
POC with key
integration transformation Production
demonstration approach cutover
2 5

Business CXOps -
case/ROI continuous
illustration 1 6 improvements
 Business benefits

Improved Increase in FCR Reduced AHT Web based

employee by 20% due to by 18% from desktop enabled
satisfaction and smart assist improved seamless work
reduced cost of knowledge self-service and from home
operations feature routing of during the
interactions pandemic time

Zero downtime Human-like Auto population

encountered self-service for of user details
since go-live basic employee for case helped
due to high service issues cut down after
availability of call work by
AWS one-third

Our Credentials

HCL is an Amazon Connect HCL is an AWS Contact Center

Service Delivery Partner (SDP) Intelligence Partner with
with rich experience in expertise in transforming
designing & implementing Cloud premise and cloud contact
contact centers centers with CCI

360 Degree Service End to end – Discovery,

Partnership across transformation implementation &
service lines enabled for 2,000+ managed services
agents

Verticalized Xperience Ecosystem Seasoned

Solutions across to drive AI, analytics transformation team
industries tailored & automation with average ~15+ years'
to market experience

Strong partner ecosystem

 FluidCC is a division of HCL Technologies focused on enabling industry-leading Customer Experience
products for transforming and simplifying business operations by leveraging Cloud and Applied AI. If
you want to evaluate the practical impact of FluidCC for your enterprise, please reach out to us at
Contact.FluidCC@hcl.com for an introductory call. For the latest updates and to know more about the
FluidCC portfolio, please visit hcltech.com/contact-center

CI-102201328738293-EN00GL

HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL’s
Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial
culture of ideapreneurship™ enables businesses to transform into next-gen enterprises.

HCL offers its services and products through three lines of business - IT and Business Services (ITBS),
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solutions in all aspects of product development and platform engineering while under P&P. HCL provides
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As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability,
and education initiatives. As of 12 months ending on March 31, 2021, HCL has a consolidated revenue of
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