Engineering the autonomous digital workplace of tomorrow

How a global energy leader enables experience-first operations with HCLTech

5 min read

Advancing reliable and seamless workplace experiences at scale

A global energy leader set out to elevate its digital workplace by ensuring every meeting space was reliable, responsive and simple to manage. Operating across thousands of rooms globally, the organization aimed to shift from reactive issue resolution to proactive assurance. HCLTech partnered with the client to embed monitoring, automation and intelligent workflows into meeting room operations, enabling seamless hybrid collaboration that supports faster, more effective work.

The Challenge

Reactive operations limiting visibility and consistency

Managing thousands of meeting rooms across geographies exposed gaps in monitoring, control and responsiveness.

Key challenges included:

Reactive identification of unhealthy meeting rooms, leading to disruptions and delays
Manual processes for validating room health across locations
Limited flexibility and customization within existing monitoring tools
Lack of role-based visibility and control across teams
Absence of a unified view across diverse meeting room environments

These limitations created operational noise, slowed response times and disrupted the flow of work across the organization.

The Objective

Enable proactive, insight-led workplace operations

The objective was to create a workplace environment where issues could be anticipated and resolved before impacting users.

This included:

Proactively identifying and managing meeting room health
Automating safeguards to prevent disruptions
Delivering role-based insights for faster, more effective decision-making
Creating a unified, intelligent view of workplace operations

The Solution

Embedding intelligence across meeting room operations

HCLTech implemented a proactive monitoring and automation framework across Microsoft Teams Rooms and Cisco Webex environments.

Proactive monitoring and automation

Enabled near real-time monitoring of meeting room devices and peripherals
Automatically blocked unhealthy rooms to prevent new bookings
Notified organizers in advance with alternate room suggestions
Applied AI-driven alert suppression to reduce false positives
Monitored call quality across audio, video and screen sharing

Integrated service and incident management

Enabled end-user notifications via virtual agents on Microsoft Teams
Implemented location-based incident routing to reduce resolution times
Integrated ServiceNow workflows for seamless incident handling
Introduced QR-based support for faster issue reporting

Continuous validation and optimization

Automated test meetings to validate room readiness without user intervention
Enabled proactive health checks using bots and auto-answer capabilities
Incorporated platform advisories and incident insights into operations

These capabilities transformed meeting room operations into a proactive, intelligent system that ensures meetings happen without disruption, delay or workaround, improving execution across the enterprise.

The Impact

Consistent performance with measurable operational gains

The transformation delivered significant improvements across reliability, efficiency and user experience:

Scale and health outcomes

Deployed across approximately 2,900 meeting rooms globally
97% of Microsoft Teams Rooms maintained healthy status
93% of Cisco Webex Rooms maintained healthy status

Operational improvements

Daily pre-business-hours health reports for regional teams
Proactive management of recurring issues
Visibility into unused rooms to optimize future planning
Automated notifications with alternate booking options

Business and user benefits

100% meeting availability through alternate room enablement
Reduced time spent finding available meeting rooms
Improved user productivity and meeting experience
Faster service request handling through automation
Enhanced decision-making through real-time insights

By embedding intelligence into workplace operations and ensuring a seamless flow of work, HCLTech enabled the organization to support faster decisions, improve collaboration and deliver better outcomes across its global workforce.