Our IT and Business Services (ITBS) segment enables global enterprises to drive agile, sustainable business transformation that enhances client and employee experiences. It is the most significant contributor to HCLTech’s overall revenue mix. ITBS offers a comprehensive suite of digital transformation solutions in applications, AI, infrastructure, cloud and digital process operations to support the evolving requirements of global enterprises.
ITBS comprises the following distinct service lines with a multitude of offerings: Digital Business Services (DBS), Digital Foundation Services (DFS), Digital Process Operations (DPO) and HCLTech Career ShaperTM, the EdTech business.
Digital Business
- Enterprise transformation advisory
- Modern applications
- Enterprise applications transformation
- Enterprise platforms and edge services
- Data and AI
Digital Foundation
- AIOps, Observability and Unified Service Management
- Hybrid Cloud
- Digital Workplace
- Enterprise Network
- Cybersecurity
Digital Process Operations
- Finance and accounting
- Supply chain and procurement
- Human resource
- Sales and marketing ops
- Digital customer experience
Career Shaper™ Suite
- Digital academy
- Team coaching
- Learning programs
- Advisory services
- Talent assessment
- Integrated solutions
Digital Business Services
To stay ahead in AI-driven innovation, enterprises must rethink their technology, operations, skills and culture. HCLTech’s Digital Business Services (DBS) help organizations evolve, turning disruption into an advantage. We build adaptable platforms, unlock data value and transform operations for sustainable growth. Our approach challenges and redefines the status quo, delivering great experiences and measurable value for all stakeholders.
Strategic Roadmap
GenAI and emerging technologies like Agentic AI speed up disruption, rendering traditional digital transformation services insufficient. Our strategy helps enterprises evolve into autonomous enterprises that continuously learn, adapt and optimize, enabling them to thrive amid disruptions.
Key tenets of our AI-first enterprise-building strategy
Infusing AI in all offerings
Training and reskilling
Strategic partnerships
Investing in new capabilities
Innovation
Unique insights on AI for applications
Key-tenets of our AI-first enterprise-building strategy are:
- Infusing AI in all offerings: We integrate AI into every aspect of our portfolio, to enhance efficiency and create new business capabilities for our clients.
- Investing in new capabilities: Our AI Force accelerates application service delivery using GenAI while AI Foundry enables faster, industry-specific AI adoption and innovation across the value chain.
- Training and reskilling: We are dedicated to reskilling our teams with AI capabilities through continuous training, ensuring over 90% coverage. Our programs focus on AI-driven sprint cycle optimization, role rationalization and quality improvement through automated testing.
- Innovation: Our 60+ Innovation Labs and delivery centers provide environments for enterprises to collaborate with us in developing AI and GenAI-driven blueprints. These centers help enterprises create skilling roadmaps, enhance efficiencies and build new business capabilities with a practical, results-focused approach.
- Strategic partnerships: We are deepening our relationships with strategic partners, such as SAP, Microsoft, Pega, Oracle and others, to help clients explore industry applications and scale their AI initiatives. These partnerships are critical in expanding our clients’ AI programs and ensuring they stay ahead of the curve.
- Unique insights on AI for applications: We provide our clients with unique perspectives on AI’s influence on the application lifecycle, helping them move beyond incremental gains to achieve long-term process improvements.
Shifting from Output to Outcome
- Product-Aligned Operating Model: A product-aligned operating model helps organizations turn AI disruption into strategic advantage. It enables seamless collaboration, informed decision-making and faster responses to market shifts — driving value across enterprise.
- Impact-oriented programs: By focusing on the impact that directly drives client growth and revenue, we ensure that our initiatives not only generate value but also provide measurable proof of success to our clients
- New deal construct: By combining our product-aligned operating model with the office of AI, we are redefining traditional deal structures. Our engineering excellence approach promises superior quality and outcomes.
- Building AI and GenAI client success stories: Our client success stories highlighting the real-world impact of AI Force and GenAI solutions demonstrate measurable business improvements and long-term value.
- Early adopter mindset: We apply an early adopter approach to internal initiatives — shifting from transactional output delivery to transformative, experience-led outcomes that last and are measurable.
- Seamless Total Experience integration: Agentic AI is breaking down the silos between employee, customer and user experience layers. This shift drives the need for a Total Experience strategy. By integrating these interconnected layers, we empower clients to deliver a seamless, unified experience, boosting satisfaction for all stakeholders.
By embedding GenAI across all aspects of our business — from operations to development and testing — we empower organizations to optimize processes, enhance efficiency and unlock new opportunities for real-time innovation. This strategic shift enables organizations to make autonomous decisions, adapt and continuously optimize, ensuring long-term success in an AI-led world. We are committed to strengthening our capabilities in emerging technologies such as Agentic AI, reimagining core business processes and fostering continuous skill transformation.
500+
Global enterprises that trust us for their digital transformation programs
36
Partners driving breakthroughs through collaboration with HCLTech
9
Global awards from our partners, industry associations and analyst community
FY25 Initiatives
Throughout FY25, we introduced various innovative solutions, IPs, frameworks and partnerships
In Q1, we unveiled AI Foundry, an initiative poised to elevate AI effectiveness throughout enterprise value chains.
In Q2, we amplified our standing with powerful alliances and product launches, such as our collaboration with Denodo and AWS, the introduction of a suite of Salesforcebased solutions to unfold GenAI capabilities and the enhancement of HCLTech iMRO/4 on SAP S/4HANA Cloud.
In Q3, we enabled high-speed, low-touch migration to the latest version of Blue Yonder Warehouse Management with Advantage SPADE, our platform for application and digital enterprise transformation. We also launched our AI and Cloud Native Lab with SAP in Munich, Germany.
Q4 of FY25 saw expanded partnerships, like the one with Microsoft, to transform contact centers with GenAI and cloud-based solutions. HCLTech and Salesforce are partnering to bring Agentic AI to PenFed Credit Union, America’s second-largest federal credit union, accelerating its journey toward enhanced member engagement and operational efficiency.
Collaborative conversations with clients and partners
Case Study
Accelerating Fonterra’s cloud migration
Fonterra Co-operative Group, New Zealand’s largest company, needed to migrate its Oracle-based systems to the cloud without disrupting regular business operations. This complex task involved addressing changing business requirements, legacy technical debt, cyber compliance and performance improvement.
We successfully migrated on-prem applications, including Oracle JD Edwards, Oracle Hyperion, Oracle WebLogic, Oracle databases and various Oracle custom applications (APEX) to Oracle Cloud Infrastructure (OCI). We implemented a ‘Zero-Trust’ security model for OCI and a ‘Hub and Spoke’ model to manage network resources efficiently, enhance security and facilitate connectivity in a hybrid and multicloud environment. Additionally, a roadmap was created for migrating Fonterra’s HR applications to OCI while modernizing them to meet current and future business needs. Several custom applications were re-prioritized and re-classified as ‘critical,’ requiring changes to the application architecture for high availability and disaster recovery.
These initiatives helped Fonterra achieve a 30% faster performance over on-prem data centers and a 60% reduction in Time to Recovery (TRO) for database recovery during crises. Fonterra’s IT team can also focus on developing new applications, exploring emerging technologies and improving processes.
Working collaboratively with HCLTech to get key resources and insight to best practices, particularly around APEX and JDE, was ultimately the key to success and strengthens our ongoing partnership.”
Andrew Faid, Head of Cloud Business Office, Fonterra
Case Study
Enhancing efficiency and customer experience for C.H. Robinson
C.H. Robinson, one of the world’s largest logistics platforms, needed a central repository to collect and catalog each customer’s needs and related solutions. Seeking to streamline several separate systems, the company selected HCLTech to implement Microsoft Dynamics 365 Sales, including Power Apps and Power BI solutions. HCLTech built a Power Apps tool within Dynamics that works as a standalone app, allowing salespeople to focus entirely on the customer while collecting data vital to developing tailored solutions. To ensure this data is useful, the team developed a Power BI report called Wallet Share, which presents the information meaningfully and actionably. We also trained approximately 70 C.H. Robinson employees, mainly members of the leadership team, to promote user adoption.
The impact of these solutions included a significant reduction in time spent searching for leads, achieving ROI breakeven in 11 months (against a target of 18 months), 500 daily launches of the Wallet Share app and 14,000 qualification activities in just the first six months.
When I look across this broad relationship with Microsoft and HCLTech – and all the things we’re thinking about, the future of the cloud, the future of AI, the things that we can pull back into Dynamics – these are going to change the lives of our sales force and make us a better company to sell for and a better company to buy from.”
Chris O’Brien, Chief Operating Officer, C.H. Robinson
Clients Speak
PenFed is collaborating with HCLTech and Salesforce to bring a next-generation, AI-powered agent experience to our members and employees, enhancing service and support like never before.”
Atif Munir,
Chief Technology Officer, PenFed Credit Union
Analysts Speak
The Forrester Wave™ Oracle Services, Q1 2025
HCLTech is a great choice for customers looking for heavy frameworks, assets and industry solutions for Oracle Cloud implementations, OCI work and high-caliber strategy, future capability mapping and roadmap creation.”
Akshara Naik Lopez,
Senior Analyst, Forrester
IDC MarketScape: Worldwide SAP Implementation Services 2025 Vendor Assessment
HCLTech has a very long history in the SAP implementation services marketplace, but it does not rest on that reputation alone. It is doing leading edge digital transformations using RISE with SAP. HCLTech is well positioned to deliver business outcomes for client’s involving all of SAP’s offerings.”
Gard Little,
Vice President, Research, IDC
Capital Markets IT Services PEAK Matrix® Assessment 2024
While HCLTech is continuing to strategically enhance its presence in asset and wealth management, investment banking and brokerage sectors, they are also expanding in areas such as market intermediaries and custody services.”
Kriti Seth,
Practice Director, Everest Group
Aerospace and Defense Digital Services 2024 RadarView™
HCLTech is well-aligned with the A&D sector’s focus on efficiency and cost optimization by offering end-to-end services across product design, manufacturing and MRO operations. HCLTech’s experience in delivering ITAR-compliant projects across the US further strengthens its position in the defense sector, ensuring compliance with stringent regulatory requirements while providing mission-critical services. These initiatives reinforce HCLTech’s commitment to supporting A&D enterprises to enhance operational resilience and maintain compliance, securing its position as a Leader in Avasant’s Aerospace and Defense Digital Services 2024 RadarView™.”
Jyotika Jain
Senior Analyst, Avasant
Application Management Services PEAK Matrix® Assessment 2025
HCLTech has emerged as a Leader in Everest Group’s Application Management Services PEAK Matrix® Assessment 2025, backed by its robust frameworks such as ASM 2.0 and FENIX 2.0, along with branded assets such as DRYiCE, iONA SmartOps Platform and AppScan. Enterprise clients appreciate HCLTech for its high-quality resources and flexible approach to project management, strengthening its role as a strategic ally in their AMS journeys.”
Ankit Gupta,
Practice Director at Everest Group
Our Partners
Partners Speak
AI is revolutionizing industries faster than ever before and the HCLTech Lab for SAP Business AI in Munich is helping customers keep pace with this transformation’s speed. The AI Lab offers them an immersive space to explore and harness the potential of SAP Business AI. Together with HCLTech, we’re not just adapting to change — we’re setting new industry benchmarks and enabling our customers to achieve their boldest ambitions.”
Thomas Saueressig,
Executive Board Member, SAP SE
Attaining Global Elite status demonstrates HCLTech’s commitment to and depth of knowledge of Pega’s technology and best practices. HCLTech is well-positioned to apply the latest Pega technologies to drive innovative and transformative client outcomes.”
Judy Buchholz,
Senior Vice President of Global Partner Ecosystems, Pega
Oracle’s partner ecosystem is critical to our customers’ success. HCLTech’s achievement of Oracle Cloud Managed Service Provider status highlights the strength of our partnership and HCLTech’s ability to deliver results through advanced technologies and innovation. Their expertise in cloud transformation, deployment and managed services is crucial in advancing our shared vision for client success.”
Lalit Malik,
Group Vice President, Alliances and Channels, Oracle Asia Pacific
At Blue Yonder, our commitment to delivering world-class warehouse management drives us to enhance our offerings continuously. HCLTech Advantage SPADE is a powerful catalyst in our customers’ journey, automating their transition from older warehouse management versions to our latest solution. This enables our customers to unlock greater operational efficiency and maintain a competitive edge.”
Logan Kluth,
Vice President, Product Management, Blue Yonder
Digital Foundation Services
Digital Foundation Services (DFS) forms the cornerstone of digital transformation journeys, providing next-gen AI and hyperautomation-led infrastructure services and digital solutions. These solutions focus on hybrid and multicloud, digital workplace, next-gen networks, cybersecurity, governance, risk and compliance (GRC) and unified service management.
Strategic Roadmap
In FY25, Digital Foundation Services (DFS) enhanced service delivery using hyperautomation, AI and GenAI across the client base. DFS introduced the Agentic Tech platform, which uses multiple AI agents to improve IT operations, such as CloudOps, NetworkOps, ITSM, DatabaseOps and DC Ops. This platform automates complex, repetitive tasks requiring advanced decision-making, reducing manual work in incident triaging, resolution and service requests.
Our partnership focus has led to HCLTech being recognized as a strategic partner for multiple OEMs and hyperscalers. We are helping tech leaders implement modern infrastructure solutions for their customers.
Market momentum is fueled by growth in managed services for cloud and edge environments, infrastructure technology consulting and security services. Adopting and developing AI and GenAI technologies drives innovation and enables advanced solutions. As businesses reassess their IT budgets and prioritize essential services, cybersecurity and supply chain security have emerged as critical focus areas. Core services will benefit from large cost-out deals, renewals and churns in traditional providers, while new investments and change-led projects will drive growth in services spending.
Going forward, we will continue to develop market-leading solutions and offerings that set new industry standards. Our strategy includes establishing HCLTech AI Force as the baseline for all Digital Foundation Services in FY26, ensuring our services are cutting-edge and aligned with the latest technology.
We plan to enhance the AI Force Agentic Tech platform with Service Level Management (SLM) for IT operations, delivering a more efficient and effective platform. The platform will introduce advanced AI agents with reasoning and deep research capabilities to handle complex tasks and provide more accurate solutions. These AI agents will integrate seamlessly with SLM, automate high-value repetitive tasks and offer real-time remediation and proactive resource management.
We will collaborate with ecosystem partners and tech OEMs to develop next-generation market propositions that address emerging needs and opportunities. We will also accelerate our momentum in cybersecurity and next-generation network services, ensuring robust and secure solutions for our clients in an increasingly digital world.
Key Highlights
Recognized as a Leader in all Gartner Magic Quadrants for DFS in 2024, including key categories such as Public Cloud IT Transformation Services, Hybrid Infrastructure Managed Services and Outsourced Digital Workplace Services.
160+ application migrations completed in 18 months, with no critical incidents and zero disruption to business operations.
FY25 Initiatives
DFS has enhanced AI and cloud solutions through various initiatives this fiscal year.
- We launched Cognitive Infrastructure Services to enhance AI and GenAI capabilities by providing a resilient, agile and scalable digital foundation. These services include consulting, assessment, building and managing AI workloads across private, hybrid and multicloud environments. We aim to accelerate GenAI adoption and optimize IT infrastructure while ensuring responsible and ethical AI practices.
- In collaboration with ServiceNow, we launched AI Labs in Noida and London to help clients pilot and scale innovative AI solutions across their workplaces. The labs feature proprietary assets like HCLTech’s AI Force and AI Foundry, along with accelerators and frameworks tailored for the ServiceNow platform, such as ValueNow for GenAI readiness assessment, ComplyNow for security and risk identification and AchieveNow for optimizing GenAI value and outcomes. We are an elite ServiceNow partner with over 13 years of collaboration, co-creating industry-specific solutions and joint go-to-market initiatives. With a team of over 3,000 ServiceNowcertified professionals, we have completed more than 1,100 ServiceNow implementations.
- In partnership with Google Cloud, HCLTech offers AI-driven Universal Managed Detection and Response (UMDR) solutions, leveraging the Fusion Platform and Google Cloud Security for advanced threat detection and response.
- The Private AI on VMware offering allows organizations to manage AI models on a shared hybrid infrastructure, enhancing security and reducing costs.
- SmartPaaS, powered by Red Hat OpenShift, bridges virtual machines and containerized applications for infrastructure modernization.
We are the only service provider rated as a Leader in all Gartner Magic Quadrants for DFS.
Refer to the Awards and Recognition section for more details
HCLTech has signed multiple transformational deals in FY25, with Digital Foundation Services (DFS) responsible for operations and transformation across Hybrid Cloud, Digital Workplace, NextGen Networks and Cybersecurity. Some of these deal wins include:
End-to-end managed services for a leading German bank
Mainframe as a Service for one of the world’s largest retail groups
Vendor consolidation for an F100 US insurance firm
Managed network services transformation for the world’s largest telco
Case Study
Enabling cloud migration for Unilever
In one of the largest cloud migrations in the consumer goods industry’s history, HCLTech facilitated Unilever’s vision to become a cloud-only enterprise and an innovative leader in sustainable business within 18 months. HCLTech executed the migration to the Google Cloud Platform (GCP) while supporting other key migrations to MS Azure as part of Unilever’s multicloud strategy. The project involved over 160 application migrations, utilizing the distinct advantages of cloud service providers in line with HCLTech’s CloudSMART framework and solutions.
The impact of these solutions was profound. The migrations were completed in just 18 months without any critical incidents or disruption to business operations. This transformation resulted in improved operational efficiency, significantly reduced costs and a dynamic, future-fit estate primed for future modernization. As a cloud-only enterprise, Unilever can now drive innovation across its business, become data-driven and provide real-time responses to market demands, gaining a competitive edge.
We are already seeing the immediate benefits from a faster, more scalable, on-demand compute. However, operating in the cloud is not just a source of efficient IT and dramatically increased speed. Cloud is the enabler for adopting a new, future-fit and customer-centric cloud operating model, which demands the upskilling of our people in the latest technology trends. This combination is the real unlock to generating competitive advantage and driving value to the business.”
Phill Parr, Director, Cloud Platform Services, Unilever
Clients Speak
Working with a company that values innovation and embraces technology will help us accelerate our modernization efforts, including application maintenance for enterprise applications, cloud migration of business applications and support for several other initiatives critical to our business processes. With HCLTech, we can streamline our services and delivery operations to enhance our agility and ability to support transformational initiatives.”
Ehren D. Powell,
Chief Digital Officer, Marathon Petroleum Corporation
At apoBank, we welcome the expansion of our partnership with HCLTech. In addition to world-class capabilities in IT infrastructure and cloud-managed services, HCLTech has extensive Avaloq expertise and a deep understanding of apoBank. This makes HCLTech the ideal partner for apoBank.”
Thomas Runge,
COO and Member of the Executive Board, apoBank
We couldn’t have asked for a better technology and digital transformation partner. We engaged HCLTech for a Cloud feasibility assessment. From the outset, their team clearly understood our unique business needs. They meticulously analyzed our existing infrastructure, provided detailed insights and highlighted opportunities for optimization. Their assessment was comprehensive yet easy to understand, featuring practical recommendations tailored to our goals. The professionalism and responsiveness of the HCLTech team made the entire process seamless.”
Terri Zurek,
Director, IT Employee and Enterprise Systems, United Airlines
Following an extensive competitive public tender exercise in which HCLTech UK Ltd emerged as the successful winning proposal, the Central Bank of Ireland has now signed a seven-year contract with HCLTech UK with options to extend for up to three years, for Data Centre Managed Services. The Central Bank of Ireland and HCLTech have successfully transitioned from the previous incumbent to HCLTech. We look forward to working with HCLTech to mature our new services and develop a strong partnership.”
Eoin McDermott,
Head of Division, IT Strategic Change, Programme Delivery and Software Engineering, Central Bank of Ireland
Analyst Speak
ISG Provider Lens™ Network– Software Defined Solutions and Services - U.K. 2024 for Managed SD-WAN Services, SDN Transformation Services (Consulting and Implementation), Edge Technologies and Services (including Private 5G) and Secure Access Service Edge (SASE)
HCLTech is a leader in transforming network environments through comprehensive consulting and execution support. Its proprietary PEAR methodology, which encompasses prework, exploration, analysis and recommendations, coupled with robust training and advanced network innovation labs, ensures effective execution and technical excellence. With extensive OEM partnerships, HCLTech delivers tailored, cutting-edge solutions that combine innovation with cost efficiency.”
Yash Jethani,
Lead Analyst, ISG
Our Partners
Digital Process Operations
Digital Process Operations (DPO) leverages AI to reimagine business processes across the client value chain. We provide clients with next-generation operating models that sustain new levels of speed, agility, efficiency and transformation through deep domain expertise, engineering, AI capabilities and best-in-breed partner ecosystem.
Strategic Roadmap
DPO employs AI to modernize end-to-end operations, enhance deep decisioning, provide a user-friendly experience to boost customer satisfaction and unlock capital to amplify business outcomes.
Our integrated, technology-led digital operations model reimagines clients’ operations across three broad digital stacks:
Digital Workforce
digitalCOLLEAGUE (dC) platform fosters intelligent and autonomous business operations by combining Agentic AI with skilled professionals. It utilizes AI to develop pre-configured autonomous AI agents that can analyze data, set goals and act with minimal human supervision. These agents possess decision-making and dynamic problem-solving abilities, continually learning and improving through each interaction to establish an efficient digital workforce.
Digital Process
DPO deploys functional Business AI solutions preconfigured into the enterprise value chain across finance and administration, supply chain, procurement, customer service, marketing and human resources. Our AI-powered ReOPS framework drives transformation and re-engineering in business processes through data-driven approach. Our threelever BPM approach and AI tools help create digital target operating models and leverage comprehensive process blueprints for efficient process discovery and orchestration.
Digital Technology
DPO utilizes AI technologies, including large language models (LLMs), machine learning, text AI, conversational AI and enterprise automation to automate complex tasks and boost productivity. Our preconfigured, replicable and scalable point solutions/accelerators drive intelligent and self-evolving business processes enhancing efficiency, agility and innovation.
Building on our strong growth over the years, we will focus on the following in FY26:
- Develop a business AI suite of solutions focusing on autonomous operations for enterprises to drive intelligent and self-evolving business processes. We will continue to invest in new-age technologies such as Agentic AI, knowledge graphs, cloud and platform-based services and train our employees in these new technologies.
- Continue to build on a smart ecosystem of strategic partners offering new-age and niche capabilities across enterprises for AI led digital transformation.
- Continue creating custom target operating models and engagement constructs, balancing cost, control, flexibility and risk. We have executed varied engagement constructs ranging from joint venture, carve-out, build-operate-transfer, assisted captive and co-sourcing models in vested contracts for higher skin-in-the-game to deliver financial and business outcomes.
FY25 Highlights
FY25 saw DPO perform well across sales, services and delivery functions. DPO became a strategic partner of choice, signing large transformational deals with leading global enterprises across industries. In addition to new engagements, we also expanded our existing relationships.
Our focus on autonomous business processes, supported by AI, industrialized services, innovative engagement models and a skin-in-the-game approach resulted in strategic partnerships that delivered long-term value to our clients. In one such engagement, HCLTech set up a global Center of Excellence (CoE) for a leading software company, enabling joint GTM and deal support for their global cloud sales in a managed services model, enhancing booking and deal win rates. In another engagement, HCLTech transformed a leading manufacturing company’s end-to-end spend management process, managing indirect spend across all product categories as part of the overall organizational procurement strategy.
DPO made significant advances in the Business AI suite of offerings (refer to the Intellectual Capital section for more details). Our AI strategy focuses on value engineering principles and full-stack, end-to-end, domain-led Business AI offerings. Our AI Center of Excellence focuses on creating intelligent and autonomous business operations by developing replicable in-house productized accelerators and scalable functional bespoke solutions across various domains, utilizing agentic technologies, our IPs and best-in-class third-party products. Our responsible AI framework defines the structures and principles for ethical AI practices across all customer engagements.
Examples of digital transformation of clients, including AI solutions:
- Through agentic AI solutions, we transformed sales operations and made the invoice tax process more compliant for a leading piping manufacturing company
- We automated the entire payor/claims management lifecycle for a leading US-based payor organization
- We implemented Azure OpenAI-based services and Copilot Studio to transform disputes and chargeback processes for a leading European bank
- We automated sales order management and transformed promotion handling through Agentic AI solutions for a leading Swiss retailer
Key Highlights
Leadership ratings across 20+ benchmarks (In different studies by leading research and consulting firms)
Business AI-led industry-focused replicable solutions and proprietary accelerators suite
ISG Star of Excellence Universal BPO award
With state-of-the-art delivery centers across the US, Europe, Latin America, India and Asia Pacific, DPO provides clients with the best ‘rightshore’ delivery model. All this helped us deliver profitable growth, industry-leading CSAT and multiple analyst and industry recognitions.
Case Study
Boosting customer experience for Cynergy Bank through AI
Cynergy Bank is a leading European bank that partnered with HCLTech to transform its customer service ecosystem. The client needed to address multiple challenges such as scattered knowledge bases, manual processes, ineffective CRM usage, limiting customer insights and inadequate system integration between front-office and back-office. We helped the client streamline contact center and back-office workflows with AI, automation and cloud. As a result, Cynergy Bank was able to reduce customer complaints by more than 50%, enhance FTE optimization by 8% and improve overall customer experience scores by 25%.
HCLTech leveraged its deep capabilities in Salesforce for case management, Amazon Cloud for voice biometrics and speech analytics and GenAI for real-time agent support to deliver a comprehensive solution. The core areas of impact include:
- Process digitization: Reskilled FTEs, optimized Salesforce workflows, automated tasks
- AI and cloud integration: Amazon Connect, GenAI Agent Assist
- Omnichannel enablement: Virtual bankers, callback management, AI-powered QA and chatbot readiness
- Intelligent insights: QuickSight dashboards, sentiment analysis via Amazon services
At Cynergy Bank, we believe in a human-digital approach. So, for us, it is very much about marrying technology with the people who serve our customers and HCLTech has been a true partner in this journey. Not only do they help us by actually bringing those people to the table to serve our customers, but they also provide the technology behind them that can supercharge that relationship. This means that our customers get the best possible experience by bringing together technology and the right people to up-service their needs.”
Sharon Maguire, Chief Operating Officer and Chief Product Officer, Cynergy Bank
Partner Speak
We are thrilled to be the Responsible AI partner of HCLTech. We are working closely with HCLTech to help customers safely build and deploy AI in their business workflows. The help and support we have got from HCLTech’s leadership, development, pre-sales, delivery and marketing teams is phenomenal and we can’t wait to see how HCLTech and Inspeq will enable more and more Agentic AI development in 2025 and beyond!”
Apoorva Kumar,
Co-founder and CEO, Inspeq AI
Our Partners
In the rapidly evolving banking sector, driven by customer demand for security and personalization, banks are integrating automation and generative AI to enhance operations, customer interactions and fraud prevention. HCLTech meets these demands with comprehensive banking services, utilizing AI and analytics to enhance operations and customer experience. Its proficiency in risk and compliance, combined with platforms like digitalCOLLEAGUE for employee productivity, Toscana for automation and AI tools like iKNOW and iGenie, empowers it to strengthen data security and facilitate cost and productivity gains for its clients.
Its continued expansion in Europe and North America, along with acquisitions and strategic partnerships to enhance its wealth management and financial crime solutions, has earned HCLTech recognition as a leader in Avasant’s Banking Process Transformation 2024 RadarView™.”
Surya Teja Baddila,
Senior Analyst, Avasant
As the lending operations market faces the challenges of a volatile economic environment and shifting demographics, enterprises are increasingly seeking innovative and digital solutions to optimize their operations, HCLTech has made strategic investments in digitalCOLLEAGUE, LoanLogics, Mozaiq, Extracto and other initiatives. Its expertise in lending, combined with a diversified presence across retail, commercial, student and automotive lending operations, has helped them achieve a Leader position in Everest Group’s Lending Services Operations PEAK Matrix® Assessment 2024.”
Sahil Chaudhary,
Practice Director, Everest Group
HCLTech leverages its OTC 360 platform to optimize Order-to-Cash (O2C) processes. Its solutions like dC.Toscana and dC.Operations Command Center, drive efficiency across Record-to-Report (R2R), Procure-to-Pay (P2P) and Financial Planning & Analysis (FP&A) functions. Its strong domain ecosystem, bolstered by strategic partnerships with UiPath, HighRadius, BlackLine and Microsoft enables enhanced automation, analytics and process optimization. Additionally, HCLTech has invested in Gen AI-powered solutions, including dC.iKnow and dC.iGenie, while expanding its AI research footprint with over 60 AI labs worldwide.
With its domain expertise, proprietary technology and commitment to innovation, HCLTech is recognized as a Leader in Avasant’s Finance & Accounting Business Process Transformation 2024–2025 RadarView™.”
Haril Sadhu,
Senior Research Analyst, Avasant
Offering a comprehensive suite of sales services – including inside sales, contract management, account management, sales enablement and sales operations – and leveraging its skilled talent pool, robust partnership ecosystem and strong suite of proprietary solutions, HCLTech has emerged as a Leader in Everest Group’s B2B Sales Services PEAK Matrix® 2024.”
Divya Baweja,
Practice Director, Everest Group
Career Shaper™
HCLTech EdTech, powered by its Career Shaper platform, continues to lead global talent transformation through AI-driven skilling programs, industry collaborations and strategic partnerships. We prioritize AI, data and cybersecurity skilling programs to ensure professionals are well-prepared for the rapidly evolving digital landscape.
FY25 Achievements
Strategic partnerships with Microsoft and Redington to power learning centers of excellence (CoE) in AI, Data and Cybersecurity
Over 100,000 learners impacted globally
Launched India’s first learning platform for outcome-based education (OBE), powered by Career Shaper™
HCLTech and PERKESO (Malaysia’s Social Security Organization that supports employment and upskilling) to skill 5,000 Malaysians over next 12 months
Key Initiatives
- Strengthened industry-academia collaboration: To bridge the skills gap, we have expanded our partnerships with over 30 universities, fostering stronger industry-academia collaboration
- HCLTech-Avantika University Center of Excellence in Dec 2024 – Focused on AI and engineering innovation
- Partnership with ASAP Kerala – Providing industry projects and job-readiness programs for Kerala’s youth
- Sri Vishnu Educational Society partnership – Delivering digital academies and industry projects
- Vinayaka Mission’s Research Foundation alliance – Equipping students with future-ready digital skills
- ICT Academy partnership – Establishing centers of excellence and skilling
HCLTech Career Shaper Tekno Impak facility in Kuala Lumpur, Malaysia
- Driving workforce transformation at scale: We introduced the HCLTech-NSDC Industry Internship program to equip students with hands-on learning. Our strategic collaboration with SAP India empowers technology professionals in the consulting, IT and engineering sectors to bolster their expertise. We have also established alliances with state-level skills missions across India to skill 75,000+ youth for industryaligned occupations
- Expanding global footprint: Career Shaper continues to strengthen its international presence through key initiatives:
- Launched Tekno Impak in Malaysia in January 2025, a premier AI, Data Science and Cyber Learning Hub
- Partnered with BSI Learning in Australia in October 2024, offering cybersecurity certifications to Indian and Australian students
- Partnered with the Digital Ministry of Uzbekistan in November 2024 to advance AI, cybersecurity and workforce skills indexing
- Partnered with Precept, a leadership development organization in Africa, to enhance IT skills across Africa
Case Study
Driving digital transformation through upskilling for a German engineering firm
A major German engineering firm sought to train thousands of new engineering hires for digital roles across diverse sectors. They needed a partner capable of skilling learners in batches with rapid turnaround times while ensuring high learning quality, upholding the company’s reputation and aligning training with business objectives.
We developed a white-labeled enterprise academy on the customer’s cloud with an IP-protected Content Management System to provide skilling across domains, hands-on projects and detailed reporting. The program covered embedded software, IT software and electronics hardware across multiple phases. Domain-infused capstone projects and hands-on exercises with virtual labs ensured practical job readiness in a squad-based project execution model. Regular persona-based reporting and active data-driven governance supported informed decision-making and platform optimization.
Our implementation saw 100% schedule adherence with zero platform downtime, cross-training staff across engineering and digital domains, achieving high learner satisfaction (LSAT score of 4.7/5) and customer satisfaction (CSAT score of 4.3/5).
Case Study
Building IT talent pool for a major Middle East nation
A government entity in the Middle East partnered with HCLTech to identify, select and train graduates for tech operations. The focus was on ensuring these graduates had the necessary skills and certifications as well as building a roadmap for their professional journey. HCLTech designed a comprehensive skilling program to enhance technical and operational skills across IT engineering, application development, programming and analysis. Internships in Europe and the US gave the learners valuable global exposure to the IT ecosystem. A training academy was established with a dedicated team to ensure skilling effectiveness and efficiencies. We delivered 14,400 hours of learning over 12 months in three phases, achieving an LSAT score of 4.8/5 and 100% conversion of interns to full-time employees.