Hexaware transforms businesses with cutting-edge tech and top talent. Partnering with Genesys has helped spark a customer service revolution through automation, seamless data integration and the development of user-friendly platforms. This combination has resulted in a 90% surge in agent adoption, empowering insightful analysis and driving shared success for businesses and customers.
20-22% decrease
in total cost of operations
7–9% improvement
in service levels
12–15% increase
in agent productivity
60% of calls
require zero human intervention
65% of interactions
are routed through chat
90% of agents
seamlessly transitioned the first week
“As an all-in-one solution, Genesys Cloud offers a simplified user interface. This has enabled us to train our staff more efficiently, which has led to a 7–9% service level increase.”
Kalpesh Gandhi
VP of OCX Service Delivery, Hexaware
Founded in 1990, Hexaware is a global technology and business process services company. Every day, over 30,000 Hexawarians wake up with a singular purpose: to create smiles through great people and technology. With 50 offices in 19 countries, the company empowers enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run and optimize their technology and business processes.
In line with its core mission, Hexaware partnered with Genesys for a rapid transformation journey to innovate at scale.
“Transitioning to Genesys was a swift process,” said Kalpesh Gandhi, VP of OCX Service Delivery at Hexaware. “Within a month, we efficiently formulated a plan to elevate customer satisfaction. Undoubtedly, Genesys has made a substantial impact for us.”
Across diverse industries, one common thread binds Hexaware clients: the need for efficient, streamlined processes. An example of artificial intelligence (AI) for automation comes from a Hexaware client specializing in background checks for operational verification. The client’s biggest pain point was its manual process, which included sourcing phone numbers from external databases and manually inputting data for outbound calls.
To overcome this, Hexaware designed a robotic process automation bot paired with the Genesys predictive dialer to achieve two key outcomes — autonomously identify relevant numbers from external sources and effectively automate outbound calls. This transformative solution resulted in 60% of Hexaware calls requiring zero human intervention, saving significant time and resources.
Further amplifying the impact of AI, Hexaware expanded its collaboration with Genesys to introduce an advanced middleware solution. This middleware provides clients with a more comprehensive view of their customers’ data. By automating data extraction from Genesys reports and email attachments, the feature seamlessly integrates it into clients’ existing data warehouses. This allows for more comprehensive analysis as it correlates call center metrics with other business data, providing a holistic view of their operations.
With an aim to meet global demand for multilingual customer service, Hexaware developed a unique middleware for agents. This solution seeks to connect and serve customers in their preferred language, regardless of the agent’s native tongue. Grounded in the Genesys Cloud™ platform, this solution aims to dismantle language barriers through translation across various messaging applications: WhatsApp, Facebook Messenger and WeChat.
“Agents fluent in English or another language can seamlessly communicate with and support customers speaking different European and Asian languages,” said Gandhi. “With 65% of the interactions now routed through chat, we ensure every customer feels valued and understood, no matter where they are, and agents are 12 to 15% more productive.”
In addition to the flexibility to customize the Genesys Cloud platform, Hexaware has also realized a cost savings when compared to its old on-premises systems. Because there is no longer the need to maintain legacy software, servers and licenses, the company has reduced its total operating costs by around 20–22%.
“What sets Genesys apart is their commitment to global collaboration and customizable experiences,” said Gandhi. “Regardless of time zones, they always ensure a unified approach. This collaborative ethos makes us feel like we’re part of something bigger — a cohesive international team.”
The previous on-premises Hexaware contact center environment faced limitations in infrastructure and the lack of integrated quality management tools. Diverse interface formats tailored to each client made platform navigation challenging for agents and custom training a necessity. And the disparate systems hindered the overall effectiveness regarding agent performance evaluations.
But the partnership with Genesys has been transformative, introducing a streamlined approach through its intuitive user interface. Through this, Hexaware could unify training within a single platform, offering a cohesive view and effortless navigation across channels. As a result, agents reported significant time savings on processes.
“As an all-in-one solution, Genesys Cloud offers a simplified user interface,” said Gandhi. “This has enabled us to train staff more efficiently, which has led to a 7–9% service level increase.”
Furthermore, the built-in capability of AI-powered speech and text analytics empowers Hexaware to monitor agent performance and deliver targeted training, ultimately improving overall service quality. Post-interaction analytics dashboards also provide insights into customer sentiment, enabling managers to identify emerging issues and performance patterns. In addition to boosting agent performance, the Genesys platform has proven intuitive and provides actionable insights.
“At least 80% of users have expressed positive feedback, with 90% seamlessly transitioning within the first week for its streamlined training processes,” said Gandhi. “Almost 90% of managers from one of Hexaware’s BPO customers found its reporting and dashboards capabilities very helpful,” he added. “Beyond user-friendliness, Genesys Cloud is able to unlock our true potential to achieve exceptional customer experience.”
“What sets Genesys apart is their commitment to seamless global collaboration and customizable experiences. They ensure a unified approach across time zones, exemplified by joint efforts like the successful onsite presentation involving Genesys UK and Genesys India. This collaborative ethos makes it feel like we’re part of a cohesive international team, and their guidance has been instrumental for our specific needs.”
Kalpesh Gandhi
VP of OCX Service Delivery, Hexaware
Generative AI is on the Hexaware roadmap for continued development of its chatbots to handle routine inquiries, summarize gathered information, automate backend processes and seamlessly integrate into CRM systems.
“We envision our call center as a catalyst for customer experience, employee experience and overall business gains,” concluded Gandhi. “The transition to the robust Genesys platform empowers our agents, optimizes operations and aligns seamlessly with our core values. This threefold focus is poised to revolutionize call centers, transforming them into hubs of mutual success for all stakeholders.”
