Crafting a Trendsetting High-touch to Touchless Transition for a leading E-commerce giant

Our client, an American multinational in direct e-commerce sales and retail facilitation, faced challenges due to a surge in demand during the pandemic. To address increased peak call volumes and adapt to new operational demands, they turned to Hexaware for support in transforming their contact center operations and service deliveries.

Hexaware implemented a robust solution to future-proof the client’s IT operating model. Our solution included facilitating contactless movement and deliveries, implementing a work-from-home model, and enhancing the e-commerce strategy for smooth operations. We also implemented smart automation and digital transformation to improve service delivery and overall efficiency.

Read the full case study to learn how we achieved this.