1. 1. Optibot: It is an end user enablement suite of product and services that help in increasing
the end under experiencing without increasing the cost. Optibot help us in having a shift
left approach from reactive to proactive, saving a lot a time for us and removing the
challenges associated with the troubleshooting. It enhances end user productivity by
reducing the time user losses to report the incident and productivity loss due to the down
time of the devices. It helps customer in reducing the support cost and provide automation
in the end user support. It is compatible with window 7/10. Using all five suites of Optibot,
Customer can realize annual savings and tangible benefits. We believe that Service Desk
should be the last resort for the user to resolve their issues if they are able to do it
themselves, or better, if their systems can do it for themselves. This is the core philosophy
of “Shift Left” which manifests in the envisioned target state as HCL OptiBot Suite of Self
Help & Automation. It will enable HCL to reduce Contact/User ratio to 0.9
A. Healing Station: It is the one of the offering in the Optibot in which issues in the
devices can be rectified automatically in the background. Script will be running in the
background on the desktop and Laptops of the end user and by detecting the upcoming
issue in the devices it resolves it.
B. Knowledge Station: Our solution has the power to transform the way services are
delivered and experienced by the end user, as it empowers the end users to address their
common issues themselves either through FAQ’s or self-help videos. We just not
provide self-help portal with improved knowledge articles, but to drive increased
adoption, HCL will implement Next Gen Self-Help Solution - “Do it Yourself”.
C. Reset Station: A password reset solution that helps end users to self-reset their
passwords remotely, from a web browser without calling the service desk. In short it is
a self-service password reset application. Clients Served-Exide, Exxon
D. App Station: Similar to the google app store, the app station gives end users a platform
to install all their required apps hassle free. Most of the application which are required
by the end user are displayed by the app. for others end users will have to seek
permission. Clients served: Entergy, Cox
E. OptiBot Live Station: This solution enables service desk agents to communicate with
end users by using powerful text dialogue and collaborative browsing. Collaborating
chat with IM so that end users can reach the service desk seamlessly through a single
click. Vayusphere is the tool working supporting this integration. Some of the IM tools
used are Skype for Business, Lync and Sametime. De Beers, Exxon Mobile, Wellpoint
2. Shift Left Approach: This is a framework in which we are trying to move from more
reactive approach towards the proactive approach. We are trying to move from most
expensive and less efficient methods to least expensive and most efficient methods. In
moving from reactive to proactive, Automation is playing a vital role. Optibot is a toll
2. developed by us which help end user in proactively solving the issues in the backend.
There is a base line below which there are levels like
a. L0 in which user tries to solve the issues with the help of FAQ’s and doing some self-
troubleshooting
b. L-1 in which self-healing is done through automation, where issues are resolved
without user knowing about them
3. Profile Kaleidoscope: Designing workplace according to the user personas has long been
a good to have concept the industry is talking about and trying to implement. HCL has been
the first in the industry to go about performing a user profile assessment and delivering
workplaces designed as per these personas in systematic manner, using a scientific, tool
based assessment of the landscape. There is an agent which collects the sys logs from the
end user machine and sends it to centralized server for the analytics. We need 4 weeks to
deploy the agent through SCCM and 6 weeks to analyses the data.
4. Behavioral Change Management: BCP is basically a program me or a marketing tactic
we generally use in the market space to change the behavior of our customers. We generally
use Danglers, posters, scripts etc. to make user more aware about our products and offering
in the market. To sell our products like Optibot, Workblaze, Intellizone we need to make
our user more flexible and agile in terms of thinking in the direction of the benefits of the
end users.
5. BYOD: Bring your own devices is a concept which gives more flexibility to the
organization and make them more productive by reducing cost. These type of solutions are
integrated inside the organizations through senior management only. There is IT voucher
cost which we as a vendor pays to the end user for bringing their own devices in the
organization. We have a dedicated team for BYOD. During sizing we takes SD calls in a
month to be 225 to be attended by one agent because its more time consuming.
6. MDM: Mobile Device Management is technique which organization are enabling in their
environment to take hold off the devices which end users are using in their environment.
MDM is applicable to any device which is enabled through Sim in it. We do
a. Service Assurance
b. Mobile Business
c. Mobile Security
d. Enterprise Mobile Management
We basically manage MEM (Mobile email management) for all the organization.
e. Some of the vendors are: Air watch, Mobileron, MAAS 360, Xen Mobil
7. Work Blaze: Work Blaze tool has three major propositions:
1. Workplace analytics
2. User experience management
3. Proactive support.
3. Generally, 75% of the issues at a Data center are proactively identifies and resolved, but it
is not the case of end user devices. This tool helps in identify the health of the system at
the OS level, application level, device level, network level and security level. The tool
gives various alerts which the user experience enhancer team monitors and works with the
resolver group to resolve them. It provides mainly three parameters to understand the
environment:
1. System Performance Index
2. Application Performance Index
3. User Productivity Index
4. We have partnered with Next Think and Eternity for this tool. The costing is
generally done on a per user basis.
