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End to End Solutions for Telecom

Our Services Offerings

While our offerings are primarily targeted at a few business stakeholders in a few prioritised areas, we have tried to provide the reader a more granular view of those services aligned to the various horizontals that make up our business:

Application Services

API Enablement Solutions

API Enablement Solutions are aimed to deliver capabilities for Operators to decompose their Network and B/OSS Assets for secure exposure, consumption, and monetisation through the market place. This is aimed to drive operational and technical strategies to combat OTT threats.

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Application Support & Maintenance

HCL has an alternative approach to support and operate B/OSS and Enterprise Applications which works to deliver Proactive Workload Reduction, improve Service Quality by enabling Business Aware Operations, and deliver Proactive Incident and Problem Management through pre-built, self-healing solutions.

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Application Modernization and Shift to Cloud

These services enable Operators take decisions relating to the modernization of their legacy application stacks and enhance their potency. Leverage our expertise for your Cloudification decisions and improve your service delivery efficiency.

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Big Data & Analytics

These services operate on a number of different dimensions by embedding analytics capabilities in processes to improve their potency, while helping stakeholders in areas such as Customer Operations, Sales & Marketing, Network Operations, Call Centers, and Supply Chain.

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Customer Experience Transformation

These services operate on a number of different dimensions by embedding analytics capabilities in processes to improve their potency, while helping stakeholders in areas such as Customer Operations, Sales & Marketing, Network Operations, Call Centers, and Supply Chain. Transform customer engagement experience by redefining ‘Sell & Retain’, customer touch points, and how customers consume. These services will drive a step change in your ability to influence and shape customer experience to engage, enhance, and excite.

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Application Testing Services

The Application Testing Services operate across the SDLC [Unit to SIT to UAT] as well as non-functional testing services at the level of cloud, mobility, performance, usability, and security. The Testing CoE offers a number of tools that help us calculate the testing maturity of an organization and provide a predictable Quality and Cost roadmap for the testing organization. We are able to offer managed testing services as well as leverage our shared Testing as a Service offering.


Transfer Management Workload

Leverage HCL to drive your operations and help reduce management workload through our deep operational understanding of all the processes that make up a telecom business and products that work into specific business lines such as Wireline, Wireless, Broadband, and ICT.

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Enterprise Process Outsourcing (F&A, SCM, HCM)

HCL’s Enterprise Function as a Service (EFaaS) helps operationalize a service oriented engagement model for back-office operations where the Operator determines the services, the service levels, and the performance measures that define the service outcomes delivered.

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Customer Lifecycle Management

Our outsourcing services relating to the management of Customer Lifecycle include Lead Management, Ordering & Fulfillment, Trouble Ticketing & Change Management, Revenue Management, Collection and recovery processes. We have a deep operational understanding of all of the processes that make up a telecom business and also understand the products that work into the specific business lines of Wireline, Wireline, Broadband, & ICT.

Interconnect & Billing Operations

HCL has the experience of managing the Interconnect and Billing Operations for large Retail & Wholesale Operators. We are able to We are able to support such processes through our shared services unit or instantiate one specifically for the operator in question.

Contact Centre Operations

HCL's Contact Centre Operation Outsourcing Services include multi-channel support like chat, email, self-service, mobility, and a centralized customer service helpdesk for managing end to end customer journeys supported through best-in-class industry tools & applications. The HCL approach brings on-board rich expertise in managing contact centers globally - operational delivery leadership, HCL developed platform & automation solutions, best-in-class capability of IVR, ACD, Dialer, call recording solutions to put together an unified and integrated solution for operators.

Operator Services

Our Operator Services enables operators to offer their customers simple, fast access to assistance with calling issues and adhere to the statutory obligations as a telephony provider. Our Operator services are enabled for customers calling into our Call Centre.

Product Portfolio Management

Our Product & Portfolio Management Outsourcing Services relate to the maintenance of product bundles, service maps, and prices across the systems that host such data. The Product & Portfolio Management team will be single body of people that will be responsible for product build, product propagation across end-systems, and pricing integrity.



Commence your virtualization journey by partnering with HCL to create, validate, and better your solutions. HCL is working with the Top 4 Telecom and Networking vendors on SDN, providing technical expertise for the entire SDN Stack across network applications, and SDN agents covering the SDN Controller and North and South bound interfaces.

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Network Engineering Services

Address your business challenges in a highly competitive marketplace by launching new products and services with the help of a partner who can add value right from network conceptualization to delivery.

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IOT/M2M is a strategic focus area for HCL with 90 person years of effort already spent for enabling market ready M2M (Machine to machine) solutions: Gateway and Cloud enabled backend platform and nearly 350 Person years of experience in M2M related technologies.

HCL is focussing on three sectors - Health, Smart City, and Industrial and has developed their own M2M Platform supplemented by a M2M Device Gateway [called Aegis]. The HCL IOT framework help operators accelerate the journey towards achieving a cloud based products and services portfolio and delivers a rich user experience through new business models.

With a Global delivery model, we are able to take on E2E implementation, Integration, deployment, and Support responsibilities for our customers on a global basis.

Product Technical Support Services

HCL can operationalize a Technical Assistance Cell that can provide technical support for products and services like UC, Broadband, Telephony, Cloud, Ethernet, IP VPN, Giga E, CPE Support, etc. We have a comprehensive portfolio of Data Networking capabilities given the engineering relationship with the various OEM vendors and have worked into all parts of the Carrier & Enterprise Network with a wide experience of enabling and supporting a number of Services with expertise in various devices and an understanding of their Features, Functions, Technologies, Interface protocols, and Interoperability aspects. We are therefore able to offer L3 / Product Technical Support services for the products and services in question for your customers as well as your field engineering staff.

Network Testing & Validation Services

HCL is well placed to be a partner with a wide range of end-to-end testing and validation services such as Network element testing: Routers & switches, wireless equipment and end-user devices; Network testing: Inter-operator, broadband, carrier Ethernet; Unified communications & IMS testing; and Video/voice testing. These operate at the level of Conformance & Compliance, Functional Testing, Integration & Interoperability, and Performance Testing.

To support these services, we bring in a number of automation frameworks like Test Automation frameworks, API Test Frameworks, Traffic generators, Connectivity tests covering fail over scenarios, extended test reports with graphs and charts built in. We can also set up a multi-vendor lab environment and drive 3rd Party coordination, support & Maintenance.

Intelligent Sustenance Engineering

HCL’s analytics driven testing framework (ISE – Intelligent Sustenance Engineering) can extract and analyze information related to defects and test cases from databases and assist engineers in testing and sustenance activities leading to quick test cycle assessment, enables thorough regression, improved people productivity, and thorough assessment of product impact due to new features.

These have been known to drive 10-15% effort reduction across engineering organizations and a near 100% accuracy in sustenance engineering execution, test coverage definition, and risk analysis.

Network Maintenance & Support Services

As service providers move towards latest technologies, the existing products and services require maintenance and end-of-life support. At the same time, as the network upgrades, seamless integration of such products is an ever present challenge. HCL can help services providers meet these challenges by providing test bed / lab services, Software release management & Upgrades management, Help Desk Service with 24X7 ticket Management services, Fault Management with SLA based ticket handling, 3rd Party Management & Coordination, etc.

Device & Mobility Launch

For mobile operators, time to market the new smart devices, vertical solutions for connected devices and mobile applications are critical for customer retention and revenue generation.

The introduction of smart devices coupled with an increase in the device functionalities has brought new levels of complexity to smart device on-boarding, management and certification processes. HCL’s Devices Service Offerings including a number of test & interoperability tools can help telecom service providers to accelerate device launch on networks by 20-25%.

Platform Acceleration Suite

The lack of standardization of business processes across geographies leads to the creation of several operational teams across countries for operating and supporting their applications.

Rapid global deployment has become difficult because of the rules, mandates, specifications, and requirements being different for different geographies. Companies therefore end up hosting applications independently, and this reduces the effective utilization of hardware resources.

HCL's PAS forms the building blocks on which global services platforms are built. It has all the necessary tools, logic, frameworks and libraries built-in, so as to accelerate the building process of multi-tenant apps by up to 40%.


Remote Infrastructure Management Services

Twenty Fortune 100 companies rely on us to ensure business continuity through Remote Infrastructure Management [RIM], harnessing our expertise in Cloud Computing, End User Computing, Information Security, and Global Standardized Service Desks.

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Network Support & Operations

HCL takes on the operational responsibilities of network operations in areas such as Network Planning and Design, Network Deployment, and Network Management involving monitoring, operations, and optimization services. HCL supports mission-critical operational responsibilities in Mobile, Fixed Wire, and Broadband networks.

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Security Support & Operations

The HCL Security Services Capability has a unique capability to address the end to end security lifecycle spectrum with a collaborative 360 degree partnership with 40+ OEMs. We work into a number of technology domains like Network Security, Application Security, E-mail Security, Cloud Security, End Point Security, Database Security, Server Security, and Identity & Access Management.

Through our services, it will be possible for operators to quickly adopt new product and services model in Info-Sec Space and avoid large CAPEX investment for new services launch.

We can commit SLA based delivery to operators and their enterprise / retail customers where we will be in a position to offer a one-stop service portfolio covering end to end security life-cycle.

Deployment of IP-MPLS and SIP based carrier network, Mobile Backhaul Life Cycle Services – IP RAN Deployment, Real time traffic monitoring and management of customer’s voice and SMS traffic, Deployment of Broadband Access and Aggregation network, Platform Migration, VAS Solution deployments in Mobile Operators, Network Operations of Enterprise Customers, Managed VAS Operations for Network Operators, VAS providers and OEMs, and 24X7 O&M Support.

Unified Communications

HCL's Unified Communication and Contact Centre Solution related services relate to the implementation, migration, and transformation of UC Solutions for operators as an On-Premise deployment or enabled as a UCAAS service offering for their Enterprise customers. The UC Solution portfolio is underpinned by a 2000+ skilled & certified resources organization with high end experiences in various technologies like Cisco, Avaya & Genesys.

We can take on End-To-End Ownership of Turnkey UC Projects encompassing consolidation and expansion of Contact Centers with 24x 7 globe operations covering 17 languages with Delivery centers across world. HCL offers OEM Agnostic Services, Integration capability across multiple vendors and technologies and supports a Cost effective “Pay-per-Use” HCL proprietary Network Management solution.

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