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Ticket Life Cycle Management

Trouble to resolve is an area that has high financial and competitive impact for communication service providers. HCL has rich experience and expertise in this area with our motto being first call resolution, proactive monitoring and remediation.

At HCL, our services in the TCLM area include BPO and infrastructure services, and application technology services. In the BPO and infra segment we provide both L1 and L2 support services.

Our L1 support services include:

  • User management
  • Technical help desk
  • Application monitoring

Our L2 support services include:

  • Process remediation
  • Administration
  • FAB production support
  • CPE firmware upgrade
  • OTA support
  • Incident and issue management
  • Analytics

In the application technology area we offer development and testing services, and ADM and ASM services.

The development and testing services we offer include:

  • Interoperability
  • Hardware optimization
  • Firmware redesign
  • Vendor management

The ADM and ASM service we offer are:

  • Enhancements rollout and implementation
  • Migration
  • Upgrade and optimization
  • Change management
  • Simulation and prototyping

HCL telecom competencies in the TCLM segment comprise:

  • ITIL/TMF based management
  • COPC for process monitoring
  • Integrated help desk
  • Dashboards
  • Integrated activity and business monitoring
  • Operations tools
  • Business process mapping and simulation

The potential benefits for our TCLM customers are:

  • Over 50% reduction in cycle time
  • 99% system uptime
  • 10% reduction in churn in year 1
  • Near 0% risk in applications operations
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What Customers Say

“After much research, Polycom selected HCL’s SIP protocol tester to ensure that our products deliver the carrier-grade reliability our conferencing server providers demand. In addition, HCL’s test tools provide the in-depth testing we need to speed the certification of our voice over IP solutions and guarantee interoperability.”



“Thank you for your hard work and effort in the successful launch of the PeopleSoft CRM support module. The smooth launch and successful operation of the post-launch service reflects the quality of your work. Such dedication and performance help us raise customer service levels to existing and prospective customers, and we extend our sincere thanks for your contribution.”
Chairman & CEO, a leading producer of telecommunications products and services for Internet protocol (IP) telephony and video applications