Customer Engagement & Experience Design

We help you understand your customers & their digital experience needs and help to uncover new ideas to maximize your benefits by providing innovative services.

Experience Re-engineering

By leveraging our ‘Human Close Proximity’ digital technologies, synergised with your enterprise data, we enable you to derive immense benefits through increased productivity, cost cutting and revenue growth.

Design is a key aspect for ensuring optimum customer experience and building a relationship with the new age customers – The millennials.

Organizations can bring multiple opportunities – increase market share, enhance customer intimacy, and build new revenue streams

– By delivering context-aware and seamless mobile experiences because of the gradual acceptance of the BYOD (bring your own device) concept due to the advent of smartphones, tablets, and wearable devices.

Our engagement will enable you to improve and enhance the following areas:

  • Workforce Automation
  • Sales Force Productivity
  • Collaboration
  • Real-time Dashboards and Responses
  • Consumer Experience

Client Benefits:

  • Develop new, performance-intensive and modern mobile solutions by utilizing mobile devices, augmented reality (AR) solutions, wearable devices and IoT solutions
  • Design solutions, products and services to attract, grow and retain customers
  • Ensure that the moving parts in the ecosystem (devices, apps and applications)  are secure, cost effective and are of high quality and relevant to the client
  • Provide best user experience for customers by developing and deploying applications to varied mobile platforms such as iOS, Android, Windows Phone
  • Leverage cloud-based hosting services
  • Deliver innovative Omni-channel experiences
  • Provide personalized user experience based on customer contexts such as location, profile, preference, sentiment, history, and other factors
  • Provide secure intranet access from mobile devices

Customer Engagement And Experience Design

Usability Engineering Activities

  • Define a framework entailing user touch-points
  • Implement activities for capturing touch points
  • Identify implications for the process, product and the user
  • Translate into intuitive user experience design
  • Design usability architecture, navigation strategy, interaction model and information layouts
  • Develop templates for screen designs for visual requirements and branding guidelines
  • Develop prototypes and define guidelines
  • Predict future design requirements

Contact Centre Services Solutions (BPS)

Hexaware helps organizations to provide efficient and exceptional contact center service solutions, and exceptional customer experience through:

  • Varied choice of communication channel – email, SMS, phone, social network and instant messaging
  • Quick connection to the knowledge base and knowledgeable agents
  • Provision for real-time monitoring and proactive alert system
  • Operational visibility of service levels for improved efficiency
  • Provision for remote support

We ensure provision of these features with the help of:

  • Excellent customer experience web portal
  • Multi-channel routing
  • IVR and self service automation
  • Knowledge management
  • Multi-channel recording
  • Unified communication
  • Speech analytics