Optimizing the Next-Gen Workplace with Improved User Experience and Productivity
As the demand for IT service desk support grows exponentially, IT help desks must deliver the consumer-grade, personalized and omnichannel support experiences demanded by today's hyper-connected and more empowered Millennials, as well as for the diverse workforces they are supporting, which are spread across continents, cultures, languages, generations and time zones and leveraging diverse platforms, tools and technologies. Failure to do so will result in higher costs, more downtime and reduced employee motivation and productivity.
HCLTech manages 30M+ IT service desk contacts annually, for 250+ enterprise clients, using our new-age workplaces and IT help desk support services. Our clients experience increased efficiency through automation, preemptive resolutions of issues and accelerated Windows migrations. With our robust partner ecosystem, global sourcing and remote support, they enjoy world-class end-to-end desktop network lifecycle management services.
Unified Communications and Collaboration (UCC)
Global enterprises are increasingly adopting a flexible hybrid work approach that requires them to augment their capabilities for meetings, messaging, voice and video calling, content sharing, bots and the integration of business workflows. Our UCC services include comprehensive, adaptive, cost-effective and secure technology solutions to effectively manage evolving workplace models.
At HCLTech, we guide enterprises in selecting the ideal tools to streamline the transition to a flexible work culture, while ensuring compliance with workplace standards.
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Cloud Office
With globalization has come a deep shift in ways of working and a landscape full of emerging threats. As a result, secure, agile and dynamic collaboration services, email management services and cloud workplace services are needed now more than ever.
Challenges faced by enterprises trying to manage inhouse messaging solutions include storage limitation, SPAM and high expenses. HCLTech’s messaging and collaboration services help overcome these challenges and are tailored to each organization’s specific business objectives.
By partnering with HCLTech for email management services, cloud office services and collaboration tools, our clients enjoy enhanced productivity, deployment flexibility, increased operational efficiency and cost optimization.
Kaleidoscope - IT User Profile Management Solution
Our messaging and collaboration solution tailored to your user profiles, providing you with the full range of workplace-related services
Design and migration services
Upgrade to the latest platforms covering your entire infrastructure lifecycle, from assessment, design and migration to post-migration support
Cloud evaluation for workloads
We propose the right hybrid solution to fit your commercial and technical requirements, helping to enable a seamless cloud office
Email communication management
A Microsoft Office 365 offering comprised of an Information Technology Infrastructure Library (ITIL)-based MaaS (Messaging-as-a-Service) solution
Workplace Assessment
Our digital workplace assessment service that helps enterprises develop a modern workplace.
- Empowering you with a scientific way of segregating user profiles using real-time data analytics
- Providing visibility into every aspect of your workplace — and helping to create a modern workplace for each profile
- Rendering fit-for-purpose digital workplace solutions, devices and services to all end users
Workplace Automation
Workplace-related expectations have changed significantly due to device flexibility, real time connectivity, increased mobility and workplace automation. However, IT teams face difficulties like adopting specific services, monitoring end user devices in a complex work environment, resolving complaints and falling CSAT scores. Workplace automation mitigates these inefficiencies through streamlined operations, reduced costs, increasing uptime and decreasing help desk call volumes.
- WorkblazeTM is our digital end user experience monitoring tool equipped with AIOps, real-time workplace analytics. It provides a unique User Experience index (UEI) across devices, applications and networks.
- OptiBot is a managed workplace optimization and automated end-user enablement product that enhances UX and reduces the burden on IT. It detects, diagnoses and resolves device and application issues proactively with increased IT productivity.
Mobility Services
Fluctuating economies, changing workforce demographics and the ever-evolving technological landscape all keep businesses on their toes, pushing them to explore new business and operational models.
HCLTech Managed Mobility Services redefine the new-age workplace mobility experience by transitioning from a conventional SLA to a modern XLA-based strategy that delivers a richer experience managing IT environments. This portfolio enables enterprises to meet the demands of the changing mobile ecosystem by unifying devices, applications, data and identity and security management.
Resources
HCLTech recognized as a Leader in 2024 Gartner® Magic Quadrant™ for Outsourced Digital Workplace Services
In this report, Gartner has assessed 18 vendors based on Completeness of Vision and Ability to Execute and positioned HCLTech as a Leader in the Gartner® Magic Quadrant™ for Outsourced Digital Workplace Services.
Recognized for Outsourced Digital Workplace Services, reinforcing HCLTech’s consulting-led workplace transformation approach
Frequently Asked Questions about IT Help Desk Services
At HCLTech, we manage over 30 million IT help desk contact management interactions every year for more than 250 enterprise clients worldwide. Our experience spans diverse industries and geographies, ensuring reliable, efficient IT service desk support through intelligent automation and proactive solutions that drive productivity and enhance user satisfaction.
Workblaze™ is our digital experience monitoring tool, leveraging AIOps and real-time analytics to deliver a unique User Experience Index (UEI) across devices, applications and networks. It empowers clients to proactively identify and resolve issues, optimize performance, and elevate user satisfaction through data-driven workplace automation.
Our XLA-based mobility strategy shifts the focus from traditional SLAs to experience-level agreements (XLAs). We prioritize end-user experience across devices, applications and services, unifying management of data, identity and security. This ensures clients receive measurable, outcome-driven mobility solutions tailored to the evolving needs of a modern workforce.
Yes, HCLTech is recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Outsourced Digital Workplace Services. This recognition highlights our consulting-led approach, strong execution capabilities and vision in delivering next-gen digital workplace solutions for global enterprises.
Kaleidoscope is our IT user profile management solution within HCLTech Cloud Office. It dynamically adapts messaging and collaboration services to each user’s profile, enabling clients to deliver personalized, efficient digital workplace experiences that align with individual needs and business objectives.
Our Digital Workplace Assessment Service uses real-time data analytics for scientific user profile segmentation, giving clients deep visibility into every aspect of their workplace. We help design tailored digital solutions, devices and services for each user group, ensuring a modern, fit-for-purpose environment that boosts productivity and user experience.
OptiBot is our managed optimization and automated enablement product that proactively detects, diagnoses and resolves common IT issues. By automating repetitive troubleshooting and remediation tasks, OptiBot frees IT teams to focus on strategic initiatives, reduces ticket volumes and enhances the overall end-user experience.
We offer a Microsoft Office 365-based cloud email solution, delivered through our ITIL-based Messaging-as-a-Service (MaaS) model. This service is part of our broader Microsoft industry solutions, providing secure, scalable and cost-effective email management tailored to each client’s unique requirements and operational goals.
We provide comprehensive Unified Communications and Collaboration (UCC) services that integrate meetings, messaging, voice and video calling, content sharing and workflow management. Our UCC solutions are secure, adaptive and cost-effective, supporting clients’ hybrid work models and ensuring seamless connectivity and productivity across their organizations.
Workplace automation proactively detects and resolves common IT issues before they escalate, significantly reducing the volume of help desk calls. By automating routine tasks and providing real-time analytics, we help clients increase uptime, minimize disruptions and allow IT teams to focus on higher-value activities.
