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Intelligent Maintenance and Legacy Support Services

 

Situation Today

The telecom service providers are transforming their networks to stay ahead of the competition. As a result the OpEx and CapEx spend has grown many folds and CSPs are looking for ways to reduce the total cost of ownership (TCO).

HCL can assist with reducing the TCO by offering our multivendor maintenance service. We can become a single point of contact (SPOC) and provide tier 0, 1, 2 & 3 multivendor maintenance while the OEMs can provide tier 4 (intellectual property right – IPR) support and help service providers reduce their telecom maintenance contract spend and also manage the interface for support services between the service provider and the OEMs. HCL can reduce the OpEx related to 2G and 3G network support by 40% - the exact numbers are verified after the due diligence.

In addition, HCL can take over the network lab testing function and reduce the OpEx and improve time to market and QoS many folds.

How HCL Can Help

HCL can help services providers meet these challenges through the following services:

  • Lab Integration
    • Lab setup and build
    • Lab management
    • System sanity
    • Installation and documentation
  • Validation and Verification
    • Lab testing
    • Acceptance planning
    • Acceptance testing
  • Multivendor Support (Tier 0, Tier 1, Tier 2, and Tier3 will be with OEMs)
    • Fault management
    • Configuration management
    • Performance management
    • 24 X 7 support services/ follow the sun
    • MOP creation
    • RCA and troubleshooting
  • Sustenance Engineering for End-of-Life (EOL) Network Elements
    • Product carve out
    • Integrated sustenance and support
    • Ticket lifecycle management
    • Pre-release and pre-deployment validation
    • Feature enhancement

HCL’s telecom engineering services include the following maintenance and support services:

  • Test Bed/Lab
    • Interop testing
    • Testing and integration services for test bed
  • Software maintenance
    • Publishing software release and updates
    • Patch upgrades/live network upgrades
  • Help-desk
    • 24/7 ticket management
    • Web/email/phone access
  • Fault management
    • SLA-based ticket handling
    •  
  • 3rd party management
    • Managing third-party coordination
    • Own SLAs
  • Documentation/reporting
    • Release documents
    • Periodic reports

What You Can Expect

Intelligence-driven approach to Tech Support

HCL brings an intelligent solution-led approach to telecommunication maintenance. This Intelligent Tech Support solution improves CSAT using an analytics-based Value per Interaction (VPI) parameter in tech support. ITS increases the scope of tech support functions and ensures greater operational efficiency from existing infrastructure.

Key features:

  • The industry’s first VPI-based approach to tech support
  • Leverages HCL’s tech support and business process outsourcing excellence
  • Helps CSRs reduce calls/escalations and improve CSAT by up to 30%
  • APIs for easy integration
  • Measures tech support using a unique analytics-based “Value Per Interaction” parameter
  • Leverages proven analytics-driven algorithms for data extraction and mining

By leveraging the power of product intelligence, and big data and analytics, HCL’s Intelligent Tech Support provides quicker bug fixing by 20-30%, lower test failures, stable code fixes, better test selection, and allows for a 40% reduction in cost.

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Case Studies

HCL Facilitates Improved Customer Experience For A Leading Communication service Provider...
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