Hexaware Named a Leader in Intelligent CX (AI & Analytics) in the ISG Provider Lens® Contact Center — Customer Experience Services 2025 Global Quadrant Report

Information Services Group (ISG), a leading global technology research and advisory firm, has named Hexaware a Leader in Intelligent CX (AI & Analytics) in its ISG Provider Lens® Contact Center — Customer Experience Services Global 2025 report.

This recognition highlights Hexaware’s standing alongside firms such as WNS, Genpact, and Sutherland and ahead of competitors including TCS, Infosys, HCLTech, and Cognizant.

The report noted Hexaware’s CX-led advisory services and focus on customer interaction analytics and innovation as its strengths.

CX-led advisory services:

“Hexaware’s GenAI transformation consulting services offer structured frameworks for identifying and scaling innovative AI use cases that drive efficiency and personalization,” ISG’s report stated.

Focus on customer interaction analytics:

“Hexaware leverages an interaction analytics tool to offer insights into customer engagement across all touchpoints. Leveraging real-time interaction analytics, automated quality assurance, and in-depth sentiment analysis, this tool dynamically enables agents to deliver enhanced CX,” the report noted.

Focus on innovation:

“Leveraging GenAI, multimodal LLMs, and agentic AI, Hexaware develops advanced solutions such as intelligent routing, automated summarization, and autonomous agents. These innovations enable hyperpersonalized engagement and domain-specific workflow automation across sectors such as healthcare, telecom, and BFSI, significantly improving customer interactions,” ISG added.

About the ISG Report

The report analyzes the competitive landscape of global contact center providers, focusing on how AI and GenAI in customer experience drive efficiency and employee retention through real-time insights, sentiment analysis, and context-aware interactions.

Hexaware Named a Leader in Intelligent CX (AI & Analytics) in the ISG Provider Lens® Contact Center — Customer Experience Services 2025 Global Quadrant Report

“Hexaware empowers businesses to deliver hyperpersonalized, efficient customer journeys at scale by combining strategic CX advisory with real-time analytics and autonomous AI-driven engagement.” — Namratha Dharshan (Chief Business Leader) and Hemangi Patel (Senior Manager and Principal Analyst) at ISG

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