Automotive manufacturer transforms contact centers with AI-ready platform

The challenge

A leading automotive manufacturer was running on a legacy contact center platform that couldn’t keep up with growing global operations or evolving customer expectations.

Agents faced friction toggling across disconnected tools and channels, workflows were fragmented, and training new staff was slow. With 3,000 agents across 100+ teams, scaling consistent, reliable service was difficult, and customer experiences were inconsistent across regions and channels.

The company needed a modern, unified platform to streamline workflows, empower agents, and deliver faster, smarter service globally.

The solution

TTEC Digital conducted a CX-led assessment and implemented a unified, AI-ready contact center platform. Built on Microsoft Dynamics 365, the solution integrates 25+ systems, optimizes workflows, and supports omnichannel engagement. It brings together customer data, vehicle history, and case activity into a single interface, reducing friction for agents and enabling smarter customer interactions.

The platform is designed for AI-guided agent assistance, Copilot integration, and predictive service delivery making it scalable, modern, and future-ready.

The result

The platform now powers contact centers across the client’s business units, delivering measurable gains:

• Average handle time reduced by 3.5 minutes, saving $2.83M in 2024 and projected $5.81M in 2025
• NPS uplift of +15 points, driving $3.7M/year in profit
• Training ramp time reduced by 15%, saving $0.16M in 2024
• $9M in realized savings, projected to reach $23M by 2027
• Enhanced agent experience with optimized workflows, VIN search, and streamlined Dealer Portal for 3,000 agents across 100+ teams

The client now benefits from a proven, scalable solution designed for automation, analytics, and integrated service delivery.