Engineering the autonomous digital workplace of tomorrow
Overview
A global energy leader set out to raise the bar for digital workplace experiences by ensuring that every meeting room is ready, reliable and simple to support. The organization wanted to shift from reactive troubleshooting to proactive assurance, detecting unhealthy rooms early, guiding organizers to functional alternatives and streamlining incident response. Partnering with HCLTech, the client implemented a proactive monitoring and automation framework across Microsoft Teams Rooms (MTR) and Cisco Webex Rooms, complemented by custom dashboards, intelligent alerting and ServiceNow integration.
Operating across continents with thousands of meeting spaces, the client recognized that off-the-shelf monitoring alone could not deliver the responsiveness, role-based visibility and automation needed for a consistently great hybrid meeting experience. Leadership prioritized a transformation that would modernize room health operations, reduce noise and empower regional teams with actionable insights.
The challenge
Eliminating reactive room issues and visibility constraints
As a global enterprise, our client needed to resolve recurring challenges that disrupted meetings and burdened support teams:
- Meeting room booking: Reactive discovery of unhealthy rooms, leading to noise and poor meeting experiences
- Proactive health checks: Manual processes to verify room health across sites
- Continuous monitoring: Reliance on Microsoft Teams Pro portal, limiting flexibility and custom alerting
- Custom dashboard: Same level of access across the MS Teams Pro portal, restricting role-based views and control
- Need for a unified operations view: Single plane of monitoring and performance for heterogeneous and legacy meeting rooms
Vision
Proactive notifications, automated safeguards and role-based insights
Our client’s vision centered on preventing disruption before it happens and giving every stakeholder the right information at the right time:
- Notify about unhealthy meeting rooms and suggest alternate healthy rooms
- Auto-block calendars for unhealthy rooms during maintenance windows
- Send site-wise meeting room health status reports to OSS/FSO teams before business hours
- Continuously monitor and create custom alerts beyond what off-the-shelf tools report
- Provide customized dashboards with RBAC (Role-Based Access Control)
The solution
Executing proactive room health and support automation
We partnered with the client to build a proactive monitoring and automation fabric spanning MTR and Cisco Webex environments. The solution blends custom algorithms, AI-driven alert suppression, calendar intelligence, ServiceNow workflows and consolidated reporting, enhancing reliability without disrupting familiar user workflows.
Proactive room health and automated prevention
- Continuous, near real-time monitoring of Teams Room devices and peripherals
- Automated blocking of unhealthy rooms to prevent new bookings
- Organizer notifications before meetings with suggested alternative functional rooms
- Proactive email notifications to end users with alternate room options
- Custom algorithms and AI-driven suppression to reduce false alerts
- Scheduled firmware upgrades for Microsoft Teams Android devices as needed
- Call quality monitoring across audio, video and screen sharing with threshold-based alerts
ServiceNow-powered incident management
- End-user notifications via Virtual Agent on Microsoft Teams
- Location-based incident routing to reduce MTTR
- Handling of incidents created by the MTR Pro management portal
- Modified access control lists to enable communication between ServiceNow applications for Rendezvous and the MTR Pro management portal
- QR-code-enabled support: scan a room QR code to open a web form and create support requests
Synthetic testing and platform advisories
- Automated test calls/meetings to validate join ability, audio/video health and overall room readiness, without requiring a user in the room
- Proactive health checks using Calling Bot and auto-answer capabilities on MTR devices
- Receipt and actioning of incidents and advisories for the Teams platform
The impact
Measurable reliability, operational efficiency and user value
The transformation delivered meaningful, quantifiable outcomes across a global footprint:
Scale and health outcomes:
- Deployed across approximately 2,900 rooms globally
- Microsoft Teams Rooms: 97% healthy
- Cisco Webex Rooms: 93% healthy
Operational excellence:
- Daily pre-business-hours health reports for regional teams
- Proactive problem management of repeated failures
- Visibility into unused rooms to inform future deployment strategy
- Email notifications with alternate booking options to prevent disruptions
Benefits realized:
- 100% Meeting room availability by enabling alternate rooms
- Users' business hours savings
- Saves time finding alternative rooms
- Improves user productivity
- Proactive monitoring and early detection
- Service request automation
- Enhanced user experience and decision-making
Conclusion
By moving from reactive fixes to proactive monitoring, automated safeguards and role-based analytics, this global energy leader transformed hybrid meetings across its digital workplace. With HCLTech, the organization now prevents issues before they impact users, routes incidents intelligently and equips regional teams with timely and actionable insights, delivering dependable room readiness and better meetings at an enterprise scale.
