As AI-led digital transformation gathers momentum, HCLTech’s IT and Business Services segment supports enterprises worldwide as they reimagine their operations and adapt to rapid change, with a strong emphasis on agility, sustainability and experience-led transformation.
ITBS brings together deep capabilities across applications, AI, infrastructure, cloud and business process operations. It is organized across distinct service lines, each encompassing a breadth of offerings: Digital Business Services (DBS), Digital Foundation Services (DFS), Business Process Operations (BPO) and HCLTech Career Shaper™ (the EdTech business).
Digital Business Services
Powering intelligent, autonomous organizations
AI is redefining the enterprise across every layer — from user experience to core infrastructure. With its Digital Business Services, HCLTech enables this transformation end-to-end. We help enterprises redesign operating models for an AI-led world, modernize applications, transform core systems into intelligent engines, connect platforms seamlessly and convert data into actionable insight. Through our organizational change management services, we align leadership, culture, skills and ways of working, ensuring the transformation delivers measurable value.
Strategy for Rewiring Enterprises with AI
By embedding AI-driven and Agentic capabilities across business processes and technology ecosystems, we enable enterprises to operate with greater agility, resilience and efficiency, positioning them to thrive in an environment of constant change.
We leverage AI Force to accelerate application service delivery, while investing in industry-specific AI adoption and innovation across the value chain. We are also deepening relationships with strategic partners, including SAP, Microsoft, Pega, Salesforce, Oracle and others to help enterprises explore AI and Agentic AI applications, accelerate adoption and scale enterprise AI programs across the value chain.
We continue to invest in large-scale skill development initiatives to equip our workforce with advanced AI capabilities. By building AI literacy and fostering modern, collaborative ways of working, we help enterprises overcome resistance caused by outdated mindsets, siloed structures and risk-averse cultures, enabling faster digital transformation and more effective AI adoption.
Key Tenets
- Embedding AI and Agentic intelligence across offerings
- Strengthening strategic ecosystem partnerships
- Moving from AI pilots to production at a faster pace
- Realizing greater impact with our patented AI Force platform
- Upskilling for an AI-native workforce
- Delivering differentiated insights on AI-powered applications
Our innovation labs and delivery centers provide environments for enterprises to collaborate with us in developing AI and GenAI-driven blueprints.
They create skilling roadmaps, enhance efficiencies and build new business capabilities with a practical, results-focused approach.
Key Highlights
500+
Clients
30+
Partners
110+
Leadership positions in analyst reports
We help clients understand how AI and Agentic AI are transforming the application lifecycle — from development and modernization to autonomous operations. By leveraging AI agents to reverse engineer business logic, refactor legacy codebases, optimize performance and enable cloud-native migration, we accelerate legacy modernization while ensuring continuous validation and system integrity, enabling enterprises to move beyond incremental improvements toward sustained, enterprise-wide transformation.
Reimagining Application Services in the AI Era
AI is redefining expectations for application services, shifting the focus from operational efficiency to delivering measurable business outcomes. While running applications is essential, the real differentiator lies in using them to drive end-to-end business results. Clients increasingly highlight the need to move toward outcome-based models, where redesigning workflows becomes the most powerful lever for value creation.
To fully capture the value of AI, enterprises must move beyond isolated innovation and adopt operating models that align people, processes and technology around clear business outcomes. Our approach focuses on helping enterprises design operating models that bring together cross-functional teams, streamline decision-making and embed AI-driven capabilities across the value chain.
Engagements that build trust and help us emerge as the partner of choice
As applications and processes become increasingly intelligent, enterprises must re-architect their application stack, integrating data, logic and experience so that intelligence is embedded across every layer.
Our approach encourages enterprises to move away from surface-level AI adoption toward the foundational architecture that enables AI to scale and deliver sustained business advantage.
Legacy estates were not designed for intelligence. Rigid architectures, technical debt and fragmented data foundations constrain how quickly AI can move from isolated use cases to enterprise-wide impact. Our legacy modernization services unlock this value by simplifying and modularizing core systems, modernizing integration and strengthening data and platform foundations so workflows can be redesigned end to end. By refactoring and rationalizing applications into cloud-ready, API-driven, composable platforms; we create the speed, resilience and governance needed to embed AI across the stack and turn legacy constraints into a modern foundation for sustained outcomes.
Our Differentiators
- AI-led operating model
- Seamless Total Experience integration
- Strategic partnerships
- AI-intrinsic offerings
- Application modernization at scale
FY26 Achievements
We expanded our GenAI capabilities across solutions and deepened key client partnerships, further solidifying HCLTech’s position as a trusted digital transformation leader. We expanded our ecosystem impact through deeper collaboration with SAP on Physical AI. This was reinforced by our RISE with SAP Validated Partner status, recognition as part of the SAP AppHaus Alliances and the achievement of SAP Premium Qualification for iMRO/4.
Strategic collaborations with Microsoft, Salesforce, AWS and SAP accelerated AI-led and RISE with SAP transformations, including the launch of an advanced SAP configuration accelerator kit. We were named a Workday Sales Partner and included in Microsoft’s 2025/26 AI Business Solutions Inner Circle, reinforcing our leadership in AI and enterprise applications.
We received multiple global recognitions from ISG, IDC and Everest Group, reinforcing our leadership in AI, data modernization and enterprise transformation.
Our Services
Our Partners
Case Study
Transforming dsm-firmenich’s Digital Operations to Boost Customer Satisfaction, Reduce Time-to-market
dsm-firmenich, a global leader in nutrition, health and beauty products, planned to modernize its digital operating model following the merger between DSM and Firmenich. We supported this transformation by enabling agile ways of working, implementing DevSecOps practices and deploying cloud-native solutions to create a more integrated, scalable digital ecosystem. By shifting to a product-centric operating model, the organization was able to streamline development cycles, enhance operational resilience and deliver improved digital experiences. The transformation delivered measurable outcomes, including a 93.8% increase in employee satisfaction, an 11-month reduction in time-to-market, an 87% improvement in customer satisfaction scores and a 75% faster incident response time.
Case Study
From Legacy to Intelligence: Reinventing CBA’s Data Core for Enterprise-scale AI
In May 2025, Commonwealth Bank of Australia (CBA), serving ~16 million customers, partnered with HCLTech to modernize its legacy data ecosystem, migrate to the cloud and enable scalable AI adoption. CBA’s 12+ year-old on-prem platform was highly complex, managing rapidly growing data volumes (~300TB/month), ~49,000 daily job runs and 8,000+ files. The architecture constrained scalability, slowed delivery and was not suited for advanced AI/ML workloads or a federated data model.
We designed and executed an accelerated, automation-led migration in collaboration with CBA and AWS. Custom accelerators enabled seamless lift-and-shift to Amazon S3 and EMR, minimizing disruption. A squad-based delivery model ensured parallel execution, rapid decision-making and consistent progress, completing the migration in nine months. As a result, CBA successfully migrated 61,000+ jobs and over 10 petabytes of data — marking the largest and fastest AWS migration in the southern hemisphere. The program delivered four major releases across 10 sprints without material business disruption and upskilled 300+ data engineers, establishing a scalable, AI-ready data foundation.
Case Study
Helping Ericsson Transition to a Product-aligned Operating Model
Ericsson, a global telecommunications leader, sought to transition its IT function to a product-aligned operating model that would enable faster delivery, improved collaboration and greater alignment between technology and business priorities. HCLTech supported this transformation by enabling large-scale cloud migrations and embedding DevOps practices to establish a more agile, product-centric delivery framework. This shift empowered cross-functional teams to accelerate development cycles, improve operational efficiency and enhance overall service delivery. The transformation delivered measurable outcomes, including an 80% improvement in user efficiency, a 50% reduction in time-to-market and a 40% decrease in total cost of ownership, enabling the organization to build a more resilient and innovation-driven IT ecosystem.
Clients Speak
Our customers depend on transparent progress and consistent quality during every shop visit. By integrating iMRO/4 with SAP S/4HANA, we will enhance end-to-end traceability and provide a single view of the workflow from induction to release. This reduces barriers and improves execution efficiency. Partnering with HCLTech marks a significant step in our transformation, creating a scalable digital foundation that supports operational excellence and long-term growth."
Ravinder Bedi, General Manager of Finance and Administration, overseeing the CFO functions including IT, HAESL
Partnering with HCLTech has been instrumental in migrating to best-in-class data centers, implementing a robust data platform and transforming into a data-led enterprise. Their expertise in application modernization and driving innovation at scale aligns closely with our business goals. We aim to become the UK's leading digital house builder, offering improved experiences for our employees, clients and partners. HCLTech is a critical partner in realizing this vision."
Andy Feldon, IT Director, Taylor Wimpey
Analyst Speak
IDC MarketScape: Worldwide Experience Build Services 2025 Vendor Assessment
HCLTech combines capabilities in experience cloud suite implementation with a more recent focus on digital marketing services. HCLTech has strong personalization and data and analytics capabilities. It offers leading-edge implementation services and has strong organizational change capabilities supported by a strong set of supporting assets and tools. In conversations with HCLTech reference clients for experience build services, three highly commended areas were its client understanding and insight, the quality of its professionals and value for money.”
Douglas Hayward, Senior Research Director, IDC
Everest Group's Global Capability Center (GCC) Transformation Capabilities in India - PEAK Matrix® Assessment 2025
HCLTech has demonstrated strong capabilities in supporting enterprises through their global capability center transformation journeys. Its focus on process modernization, automation at scale and outcome-oriented delivery, supported by engineering and digital expertise, positions it well in this space. These factors have contributed to HCLTech's recognition as a Leader in Everest Group's Global Capability Center (GCC) Transformation Capabilities in India, PEAK Matrix® Assessment 2025."
Akshay Mathur, Partner, Everest Group
Everest Group's Application Development Services for AI Applications PEAK Matrix® Assessment 2025
HCLTech's leadership in this assessment is driven by its strong foundation in reusable IP and governance-led AI application development. Its horizontal and vertical-focused platforms and solutions, such as AI Force and AI Foundry, enable scalable application development across regulated industries. It enhances its capabilities in delivering AI applications through multi-tiered talent development initiatives and a broad network of partnerships spanning hyperscalers and niche AI technology providers. HCLTech also strengthens its application development approach by embedding responsible AI, observability and compliance into its development workflows, enabling clients to meet global governance and automation standards."
Manukrishnan SR, Practice Director, Everest Group
IDC MarketScape: Worldwide Manufacturing Intelligence Transformation Strategic Consulting 2025 Vendor Assessment
HCLTech is best suited for large, global enterprises pursuing complex, multisite digital transformation, particularly where consult-to-operate models, AI/GenAI capabilities and process standardization are important. It is relevant for organizations seeking integrated solutions across manufacturing execution, supply chain, MES/PLM modernization and sustainability, with a focus on measurable outcomes and flexible engagement. Buyers aiming for AI-led transformation and connected operations, especially in sectors like automotive, CPG, chemicals, life sciences and high tech should consider HCLTech."
Sarah Lee, Research Director, IDC
Global Capability Center Launched in Hyderabad to accelerate Advanced AI and Platform Operating Model
Western Union launched its Global Capability Center (GCC) in Hyderabad, India, in collaboration with HCLTech, in January 2026. This state-of-the-art facility is designed to accelerate Western Union’s transformation through advanced AI-led innovation, a platform operating model and engineering excellence, reinforcing the strategic partnership between the two companies. The GCC will serve as a global hub for technology, engineering and operations, driving next-generation payments infrastructure, enhancing digital consumer experiences and building world-class capabilities. The center will leverage HCLTech’s AI-powered solutions, including AI Force™.
This center represents an important step in Western Union's transformation journey and expansion in India. Through our strategic partnership with HCLTech, we are combining deep engineering expertise with advanced AI capabilities to go beyond payments, accelerate innovation and deliver seamless, secure experiences for millions of customers worldwide."
This milestone marks a significant step forward in our valued partnership with Western Union. It underscores HCLTech's strong digital, cloud and AI capabilities in accelerating business and technology transformation for financial services and GCCs. Together, we are focused on delivering measurable outcomes aligned with Western Union's Beyond strategy, advancing a digital-first business model, expanding consumer services beyond remittances and modernizing next-generation payments infrastructure."
Leaders from from HCLTech and Western Union at the GCC launch in Hyderabad
Digital Foundation Services
Building the foundation for the AI era
With an integrated services model spanning hybrid cloud, digital workplace, next-gen networks and cybersecurity, HCLTech’s Digital Foundation Services (DFS) line of business is modernizing enterprise IT operations to simplify complex environments and accelerate transformation. We embed hyperautomation and agentic intelligence across the infrastructure lifecycle to enable resilient, autonomous and future-ready enterprises.
Embedding AI across Services
As part of our modernization strategy, we are embedding AI-led capabilities across our service delivery chain. We have scaled AI Force.Ops as the foundational platform for service delivery, enabling agentic, AI-driven operations across infrastructure, applications and business processes. With a growing ecosystem of AI agents, runbooks and real-time orchestration, this platform has enhanced automation, improved service quality and accelerated the shift toward self-healing and zero-touch operations.
Driving innovation and AI-led transformation in collaboration with our partners
We expanded our AI Factory and Cognitive Infrastructure capabilities to help enterprises and sovereign organizations build, deploy and manage AI workloads at scale. These capabilities integrate high-performance computing, edge AI and data platforms, enabling clients to operationalize AI while ensuring scalability, security and efficiency.
We continue to drive co-innovation and AI-led transformation in collaboration with ecosystem partners. Our partnerships with leading hyperscalers and OEMs, including ServiceNow, Cisco, Dell, HP, Broadcom, IBM, Intel, Nvidia, AMD, AWS, Microsoft, CrowdStrike, Palo Alto Networks and Google Cloud, enable the development of integrated solutions across cloud, cybersecurity, network and workplace domains.
A key priority for us is the continued expansion of platform-based and as-a-service delivery models, enabling standardized, modular and outcome-driven services. These models provide greater flexibility, faster onboarding and improved cost efficiency, while supporting long-term modernization initiatives.
We are also strengthening our capabilities in cloud and data center transformation, edge computing and next-generation network services, enabling clients to adopt hybrid and multicloud environments, enhance connectivity and support emerging digital use cases. In parallel, our continued focus on cybersecurity, identity and governance ensures secure and compliant operations in an evolving threat landscape.
Our Differentiators
- Focus on hyperautomation and outcomes
- Resilient and secure services based on robust cybersecurity frameworks
- Platform-centric delivery
- AI-intrinsic offerings
- Hyper-personalized experience powered by comprehensive suite of Fluid Workplace solutions
We have enhanced our cybersecurity capabilities, focusing on AI-driven threat detection, zero-trust architectures, integrated security operations and Frontier AI resilience capabilities to help clients strengthen resilience and manage evolving risk landscapes. We also advanced capabilities in next-generation networks and edge transformation, enabling clients to leverage distributed computing, real-time data processing and secure connectivity to support emerging business use cases.
These strategic initiatives led to multiple transformational engagements for clients across financial services, energy, telecom, healthcare, retail and public sector, among others. For example, a global technology company selected HCLTech to modernize and manage its network ecosystem across 160 countries and 275 data centers, positioning HCLTech as its largest managed network services provider. A global automotive supplier selected HCLTech for infrastructure managed services, leveraging AI Force and a platform-driven approach to drive automation and operational efficiency at scale.
Key Highlights
800+
Global enterprises that trust us to transform and scale their digital foundations
100+
Leadership recognitions across global analyst evaluations
50+
Strategic partners and alliances driving collaborative innovation
Our Services
Our Partners
Clients Speak
The Standard's growth journey has accelerated in recent years through digital transformation and acquisitions and HCLTech has proven to be the best partner to help us scale efficiently and seamlessly with its digital-first and customer-focused approach. We look forward to the positive impact that this ongoing partnership will provide for our customers."
Laxman Prakash, Chief Information Security Officer and Head of IT Infrastructure and Security Management Organization, The Standard
Our robust digital foundation with a highly mature cloud and network landscape is a pillar of our transformation. HCLTech is a strong partner to support E.ON in this next phase, delivering transformation at scale, as well as driving value through automation and AI."
Gert Buitenhuis, Head of Global Technology Platforms, E.ON
Analysts Speak
Everest Group's Managed Detection and Response (MDR) Services PEAK Matrix® Assessment 2025
HCLTech has emerged as a leading player in the MDR services market, distinguished by its globally distributed Cybersecurity Fusion Centers (CSFCs), AI-powered detection engineering and platform-led delivery model. Its Universal MDR (UMDR) platform delivers end-to-end threat detection, response and exposure management, integrating capabilities such as GenAI-assisted playbooks, entity risk scoring and CyberVigilia.AI for persona-based dashboards. With more than 1,650 MDR professionals, 600+ automated playbooks and over 200 enterprise customers, HCLTech's MDR services are designed for scalability, modularity and rapid onboarding. Its strategic focus on IT-OT convergence, exposure-aware detection and ecosystem-based services (e.g., for Microsoft, CrowdStrike, Palo Alto Networks) positions HCLTech as a trusted MDR partner for global enterprises seeking holistic, AI-enhanced cyber defense. HCLTech's strengths have positioned it as a Leader in Everest Group's Managed Detection and Response (MDR) Services PEAK Matrix® Assessment 2025.”
Kumar Avijit, Vice President, Everest Group
IDC MarketScape: Worldwide Managed Security Service Edge Services 2025 Vendor Assessment
HCLTech offers comprehensive SLA frameworks, covering not only availability and incident response but also a broad set of operational and performance parameters. This allows customers to set clear service expectations across multiple aspects of delivery. The SLA structure is supported by the SPADE assessment framework, CSFC-based management, proprietary advanced threat intelligence and the iNetBot automation layer, which together provide consistent policy enforcement, faster configuration changes and reduced operational effort. Flexible contracting options, including short-term commitments and on-demand POC agreements, give customers the ability to evaluate and scale services with minimal risk."
Yogesh Shivhari, Research Manager, IDC
Everest Group's Digital Workplace Services PEAK Matrix® Assessment 2025
HCLTech's approach to drive broader business outcomes by aligning diverse objectives of enterprise leadership personas through its FLUID AI Workplace offering, combined with a strong emphasis on delivering end-to-end IT services through the confluence of domains such as Unified Communication and Collaboration (UCC), IoT and network, has resonated well with enterprises. Its GenAI-powered industry solutions offer strong customization and automation capabilities to enhance the overall end-user journey. These strengths reinforce HCLTech's position as a Leader in Everest Group's Digital Workplace Services PEAK Matrix® Assessment 2025 – Global."
Prabhneet Kaur, Practice Director, Everest Group
Case Study
Engineering Zero Disruption Operations for a Major Asia-based Stock Exchange
In a mission-critical transformation for a leading Asia-based multi-asset exchange, HCLTech ensured uninterrupted trading operations while strengthening resilience across its core infrastructure. Operating in an environment where even milliseconds matter, the exchange required an always-on digital foundation capable of handling millions of transactions daily. HCLTech modernized the company’s IT ecosystem, enhancing system reliability, enabling seamless failover and establishing 24/7 real-time monitoring, delivering the transformation with zero disruption to live trading.
The results have been significant. The exchange has sustained uninterrupted operations for over 2,350 days, achieving near-zero downtime and improved system performance and resilience. This future ready infrastructure ensures consistent market access for stakeholders while enabling the organization to scale efficiently, respond swiftly to market demands and sustain a strong competitive position in a fast evolving financial landscape.
Case Study
Building a Future-ready Platform for a Leading Health Insurance Player
HCLTech supported a leading US-based health insurance organization in modernizing its data protection landscape, transitioning from fragmented legacy backup systems to a unified, cloud-first framework. Operating in a highly regulated industry with rapidly growing data volumes, the organization needed a more resilient, scalable and compliant solution. HCLTech addressed this by implementing a Commvault-powered platform integrated with AWS Cloud, eliminating tape-based systems and enabling centralized visibility, streamlined governance and faster, more reliable data recovery across environments.
The impact was transformative. The organization achieved an 80% reduction in data protection costs while significantly improving backup efficiency, including a 50% reduction in backup windows. With a unified, secure and scalable data protection architecture in place, the organization is now better equipped to ensure business continuity, meet regulatory requirements and safeguard mission-critical healthcare data, positioning itself for long-term resilience and growth.
Business Process Operations
Engineering the autonomy of operations
HCLTech’s Business Process Operations line of business combines deep domain expertise, AI intrinsic solutions and a strong partner ecosystem to reimagine enterprise operations at scale.
As we transition from a traditional services model to a platform-led, AI-intrinsic operating paradigm, we are redesigning our business around productized AI platforms and embedding intelligence across core business processes to enable autonomous, resilient and continuously evolving operations. This approach allows enterprises to unlock measurable outcomes across finance, supply chain, client operations and other critical value streams.
Embracing an Agentic Operations Approach
We are engineering the shift to AI-intrinsic enterprises by scaling our Agentic Operations Platform and advancing a unified Business AI portfolio that enables autonomous, self-evolving workflows. Supported by next-generation partnerships and adaptive operating models, this approach is helping drive scalable, outcome-led transformation for our clients. Our NexGen Academy underpins this journey by building deep, future-ready capabilities across our global talent base.
Our strategy is anchored in optimizing and scaling core operations, while simultaneously investing in next-generation, innovation-led solutions that move us beyond traditional delivery. This is complemented by a growing portfolio of AI offerings, reflecting strong market traction and client adoption.
A key milestone in this journey is the launch of Autonomous Accounts Payable, our first Agentic AI-intrinsic solution. It demonstrates how we are translating strategy into execution, delivering over 90% faster cycle times, less than 1% repeated payments, improved accuracy and faster value realization for clients.
Translating Strategy to Execution
Backed by a robust global delivery network and a proven “rightshore” model, we continue to drive profitable growth, high client satisfaction and sustained industry recognitions, reinforcing our position as a trusted partner in engineering the future with AI. This momentum is reflected in several important deals secured during FY26.
Marriott Vacations Worldwide, a leading US-based vacation ownership and resort management company, expanded its partnership with HCLTech to modernize and transform its finance, accounting and mortgage operations. By implementing AI-powered digital operating solutions, HCLTech aims to increase efficiency and strengthen the organization’s operating model.
HCLTech also secured a strategic, multi-year engagement with a leading global information management enterprise to transform customer operations and revenue lifecycle management across North America, APAC, ANZ and India. By embedding AI and automation across credit, billing and collections, we are enabling intelligent workflows, predictive insights and a seamless digital customer experience, driving faster revenue realization, reduced cost to serve, improved cash flow visibility and enhanced customer experience at scale.
We’re strengthening this further with our partnership with Google Cloud and launched an autonomous finance platform that transforms core finance and accounting operations using Gemini Enterprise.
Our Differentiators
- IP/Patented AI products and solutions
- Agentic AI-led service delivery model
- Flexible engagement constructs
- Outcome and consumption-based models
- AI talent and culture
Partner Speak
Gemini Enterprise and Google's AI stack are built to handle the complex orchestration required by the world's largest enterprises. Built on this foundation, HCLTech's finance platform combines deep domain understanding with proven engineering excellence to transform core business functions into autonomous, agent-led operations."
Kevin Ichhpurani, President, Global Partner Ecosystem, Google Cloud
As we shift towards a new era with Agentic AI, agentic automation will be critical to provide businesses with the speed and agility to transform operations and unlock new business potential. Partnering with HCLTech allows UiPath to extend the power of its AI-powered automation to enterprises globally, accelerating intelligent transformation at scale. With HCLTech's deep expertise in AI, automation and industry solutions, UiPath customers will benefit from best-in-class implementation and business impact."
Ashim Gupta, Chief Operating Officer and Chief Financial Officer, UiPath
Our Capabilities
Intelligent Document Processing (IDP) Products PEAK Matrix® Assessment 2025
HCLTech has strengthened its position to emerge as a Leader on the Intelligent Document Processing (IDP) Products PEAK Matrix® Assessment 2025. Key enhancements include a virtual agent that converts voice to text and processes information using GenAI and IDP, as well as deeper integration of HCLTech EXACTO™ with its Operations Command Center and Toscana platforms to enable intelligent workflow automation and insight generation. HCLTech is also investing in Agentic AI, exploring partnerships and developing use case-specific agentic solutions. Clients appreciate HCLTech's strong collaboration, consistency of capture and impact on cost savings and stakeholder experience."
Vaibhav Bansal, Vice President, Everest Group
Everest Group Financial Crime and Compliance (FCC) Operations Services PEAK Matrix® Assessment 2025
As enterprises navigate heightened regulatory scrutiny and aim to extend FCC coverage beyond traditional compliance silos, they are increasingly seeking partners with deep domain expertise, operational agility and the ability to address emerging risks. HCLTech brings over a decade of experience in financial crime and compliance operations, underpinned by a robust ecosystem of technology partnerships. The firm has broadened its FCC capabilities to include onboarding risk management and crypto compliance, while also enhancing its delivery footprint and client engagement. These efforts have contributed to its recognition as both a Leader and a Star Performer in Everest Group's Financial Crime and Compliance (FCC) Operations Services PEAK Matrix® Assessment 2025."
Dheeraj Maken, Practice Director, Everest Group
Avasant Banking Process Transformation 2025 RadarView™
As banks grapple with narrowing margins and rising credit risks amid economic pressures, they are increasingly outsourcing end-to-end banking functions to specialized providers for enhanced efficiency and cost savings. Financial institutions are increasingly outsourcing complex processes, including fraud detection, risk analytics and regulatory compliance, with generative AI accelerating personalization in areas such as loan origination and KYC. HCLTech drives transformation through its AI-first, compliance-focused and cloud native banking operations. Its BPO 3.0 framework, along with solutions like HCLTech Novus Bank for composable digital banking and the Novus payments platform for real-time processing, enables scalable, hyperpersonalized experiences. Its strategic partnerships with Finastra, Fenergo, AWS and Microsoft, combined with the acquisition of Avaloq-specialist Confinale AG, bolster its expertise in regulatory compliance, wealth management and open banking. With deep banking domain knowledge, a modular digital banking stack and targeted investments in AI and global expansion via its 'New Vistas' initiative, HCLTech is classified as a Leader in Avasant's Banking Process Transformation 2025 RadarView."
Aditya Jain, Research Leader, Avasant
Case Study
Scaling AI-driven Customer Experience for a Global Education and Publishing Enterprise
A global education and publishing leader faced rising complexity in customer support, driven by fragmented operations, manual forecasting and limited real-time visibility — resulting in high average handling time (AHT), elevated abandonment rates and inconsistent customer experience.
To address this, an AI-led, multi-channel transformation was implemented, anchored by a centralized Operations Command Center (OCC) that delivered real-time visibility across channels, service levels and risks, enabling data-driven governance and tighter global control.
Machine learning–based forecasting replaced manual planning, improving demand prediction and enabling predictive alerts. Speech and sentiment analytics identified root causes of inefficiencies, while automation and digital learning frameworks enhanced quality and workforce readiness.
The solution scaled across 1,200+ FTEs, eight locations and eight languages, integrating voice, chat, email and proctoring services within a PCI-DSS-compliant environment.
This delivered a significant impact: AHT reduced from ~17 to ~10 minutes; abandonment dropped from ~12% to ~7%; customer satisfaction rose from 44% to 64%. Forecast accuracy improved by 10%, with 25% of issues proactively identified and operating costs reduced by ~25%.
Case Study
Driving Margin Expansion with Autonomous Q2O Intelligence
A global automotive company faced inefficiencies across its Quote-to-Order (Q2O) value chain due to fragmented workflows spanning contract validation, pricing, order management, inventory allocation and promotion setup. Disconnected systems across SAP, Salesforce and Excel, combined with a lack of standardized business rules and real-time visibility, led to delays, errors, compliance risks and rework. Manual processes, especially in allocation, approvals, pricing updates and stock management, created bottlenecks, limiting the ability to prioritize high-value or credit-sensitive orders and constraining revenue realization and margin performance.
HCLTech addressed this by implementing its Autonomous Finance Platform, deploying AI-powered agents to automate decision-making and orchestrate workflows across Q2O. Key interventions included dynamic order allocation based on profitability and risk, real-time fulfillment optimization, autonomous order validation to eliminate errors, automated approval routing and end-to-end inventory visibility. Additional agents streamlined contract validation, pricing governance and promotion execution, ensuring compliance and faster go-to-market execution.
The transformation delivered a 1.2% margin improvement, reduced revenue leakage, enhanced service levels and optimized inventory utilization — shifting Q2O into an intelligent, autonomous model that continuously improves revenue, margin and customer experience.
Our Partners
Career Shaper™
Building future ready talent
HCLTech Career Shaper, the EdTech business unit of HCLTech, focuses on building job-ready capabilities through real-world, hands-on learning. With AI at the core of its strategy, Career Shaper delivers an integrated portfolio of platforms, programs, labs and services that help learners launch careers, transition roles and advance professionally across an AI-first economy.
Career Shaper delivers a comprehensive learning ecosystem that brings together advisory expertise, digital platforms and immersive labs. AI is intrinsic to this ecosystem — both as a learning discipline and as an enabling layer across pedagogy, platforms and assessments.
Its portfolio includes AI-focused academies, industry-aligned learning programs, immersive labs and job-linked assessments, supported by advisory and learning consulting services. Together, these offerings help enterprises design and scale workforce transformation initiatives aligned to evolving technology and business needs.
Our Offerings
Expanding Partner Ecosystem
During FY26, Career Shaper strengthened its ecosystem through partnerships with Pearson, NSE Academy, Talents of Endearment, the International College of Financial Planning (ICOFP) and Ooredoo. These collaborations enhance industry-aligned, domain-led learning and extend Career Shaper’s ability to address skills gaps across sectors.
A key milestone was the HCLTech–Pearson 360° partnership, which combines Pearson’s global scale in learning and assessment with HCLTech’s strengths in digital transformation, engineering and AI. Together, the companies are co-developing AI powered learning solutions, including enterprise digital academies, job based skilling programs, assessment centers and AI-driven workforce insights — helping organizations adapt to rapid technological change.
Key Highlights
300K+
Users impacted
500+
SMEs and coaches
18K+
Hours of digital content library
30K+
Industry-specific practice and projects
300+
Learning programs
15+
Products and labs
Clients Speak
Workers and employers around the world continue to be challenged by the rise of AI in the workplace. This is causing a growing skills gap that needs our attention quickly. Together with HCLTech, we will equip people with the AI-driven learning tools and the skills that help them navigate continuous change and build successful, resilient careers."
Omar Abbosh, CEO, Pearson
The workplace of tomorrow will be defined not only by digital progress, but by our shared humanity. Through our partnership with HCLTech, we are building learning ecosystems that balance competence with character. Our mission is to empower individuals and organizations to lead with integrity and adaptability in an AI-driven world."
Dr. Abed Baidas, Founder and CEO, Talents of Endearment
Case Study
Enabling Talent Transformation for a Leading Financial Institution with AI and Data Academy
A leading financial institution sought to build AI and data capabilities across its workforce to support long-term digital transformation. With employees spanning multiple roles and experience levels, the organization required a structured academy that could enable practical AI adoption while aligning with business priorities and governance standards.
HCLTech Career Shaper implemented a white label AI and Data Academy hosted on the organization’s cloud infrastructure. The academy delivered role-aligned learning journeys supported by AI and data labs, curated content, assessments and capstone projects. Leadership sessions focused on AI strategy and adoption, while functional programs enabled employees to apply AI to day-to-day decision-making. The initiative enabled AI skilling at scale, strengthened data-driven practices and established a foundation for sustained, organization-wide AI adoption.
Case Study
Bringing Unified AI Learning Experience to a Global Retailer
A global retailer aimed to onboard employees worldwide onto a unified AI learning experience, while ensuring rapid deployment, consistent access and measurable outcomes. The need was for a seamless platform that could support large-scale adoption within tight timelines.
HCLTech Career Shaper delivered a unified learning platform integrating curated AI content, role-aligned learning journeys and intelligent learner support. The solution enabled structured progression, real-time insights and rapid activation, supported by analytics for capability planning and ROI tracking. The program enabled large-scale AI learning adoption across geographies, delivered a consistent learner experience and supported faster readiness for AI-driven roles and responsibilities.