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Enterprise Function as a Service (EFaaS) for Telecom

The Situation Today

Increasing pressure from competition, demand-fluctuations, and economic uncertainty has led companies to adopt on-demand business models that are strengthened by responsiveness, agility in service delivery, and core business focus. This increasing adoption of on-demand models is expected to lead to an evolution of telecom outsourcing relationships.

Organizations attempt to increase the maturity level of their engagements as their partnerships mature or as the partners increase their ability to influence business outcomes. However, most organizations progressively transition into partnership models of increasing maturity.

How HCL Can Help

HCL’s objective is to engage in a manner where communication service providers (CSP) will be able to determine the services, service levels, and performance measures that define the service outcomes delivered.

Enterprise Function

Our Enterprise Function as a Service [EFaaS] is the underpinning framework that operationalizes a service oriented engagement model, primarily at the level of enterprise processes, and progressively enhance the coverage to C2M, L2C, and T2R processes. EFaaS will transition CSPs to a model that capitalizes on the global expertise and capability of vendors to reduce costs, improve in-house capability, manage risks, and purchase service outcomes.

Service providers will determine the services, service levels, and performance measures that define the service outcomes delivered, and not intend to determine how the IT components of those services are managed and delivered. The end result will see these providers more focused on delivering to their customers with greater flexibility, agility, increased productivity, cost-effectiveness, and quality. Any concerns around partner lock-in and the ensuing lack of transparency and performance can be mitigated through Right to Audit, Industry Benchmarking, and a SLA regime underpinned by Service Credits clauses.

Classic initiatives have undergone radical shifts in outcomes. HCL is looking at models that go beyond cost arbitrage.

What You Can Expect

HCL supports the entire lifecycle of a customer across all process touch points [core and enterprise functions], supporting retail consumers and business and ICT products. We are working with BT, Sprint, and Eircom, to name a few.

HCL can transform the engagement by working at every process touch point and explore opportunities [Social, Mobility, , and Cloud]. Some of the strategies we are currently enabling, include:

  1. Consistent customer interaction capability
  2. Digitalizing customer management operations
  3. Transforming channel and distribution networks 
  4. Shouldering customer management operation responsibilities
  5. Transforming customer management processes and technologies
  6. Virtualizing CMS related SW and HW assets
  7. Get T360 to re-color, optimize and standardize this diagram before upload.

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