A leading American multinational telecommunications provider supports millions of subscribers through a complex and highly distributed digital infrastructure. As operations scaled, incident detection and response workflows became increasingly fragmented, slowing coordination between support teams and delaying service restoration.

To address these challenges, HCLTech implemented TCogniHub v1.0, an AI-enabled incident management solution built on the Microsoft Power Platform. The solution automates anomaly detection, incident communication and operational workflows—enabling faster response, improved visibility and stronger service reliability.

The client relied on manual and fragmented workflows for incident detection and communication. Support teams had to monitor multiple tools, manually initiate bridge calls and create incident tickets across systems.

These delays slowed down bridge initiation, Major Incident Management (MIM) engagement and log investigation, increasing downtime and affecting service reliability. Additionally, limited real-time visibility into incident communications and log tracing made investigations time-consuming and inefficient.

The organization required a centralized, automated solution that could accelerate incident identification, streamline communication and provide leadership with real-time visibility into ongoing incidents.

The organization aimed to modernize incident management workflows to improve response speed and operational visibility. Key objectives included:

HCLTech deployed TCogniHub v1.0, an intelligent incident orchestration solution built on Microsoft Power Platform (Power Automate and Copilot) to streamline detection, communication and response workflows.

The implementation of TCogniHub v1.0 delivered measurable improvements in operational efficiency and incident response performance:

These improvements significantly reduced escalation delays, minimized service disruptions and enhanced overall operational reliability.

Beyond operational metrics, the implementation of TCogniHub v1.0 improved collaboration and transparency across operations teams.

Real-time incident visibility allowed leadership to monitor critical incidents without relying on manual updates, while automated workflows eliminated delays caused by manual coordination. Support teams could focus on resolving issues rather than managing administrative tasks, significantly improving productivity and operational agility.

The transformation also strengthened the organization’s incident management framework, ensuring the infrastructure can scale reliably as service demand grows.

By implementing TCogniHub v1.0, HCLTech helped the telecommunications provider modernize its incident management operations with AI-driven automation and intelligent orchestration.

The solution not only accelerated incident detection and resolution but also created a scalable foundation for resilient operations—ensuring reliable service delivery for millions of subscribers.