Sparking a customer service revolution

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 realise digital transformation at scale and speed by partnering with them to build, transform, run and optimise 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.”

Harnessing the power of AI for enhanced experiences

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 specialising 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 dialler 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 centre metrics with other business data, providing a holistic view of their operations.

Driving positive impact with the right technology and people

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 customise the Genesys Cloud platform, Hexaware has also realised 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 customisable 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.”

Empowering agents for success with an all-in-one approach

The previous on-premises Hexaware contact centre 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.”

Looking ahead

Generative AI is on the Hexaware roadmap for continued development of its chatbots to handle routine inquiries, summarise gathered information, automate backend processes and seamlessly integrate into CRM systems.

“We envision our call centre as a catalyst for customer experience, employee experience and overall business gains,” concluded Gandhi. “The transition to the robust Genesys platform empowers our agents, optimises operations and aligns seamlessly with our core values. This threefold focus is poised to revolutionise call centres, transforming them into hubs of mutual success for all stakeholders.”