Business Process Services Telecom Case Study Accelerated Digital Transformation Journey for a Leading European Telecom Provider Hexaware partnered with a leading Telecom provider to build and operate a future state operating model using digital labor for transformation. The customer was initially apprehensive about offshoring their back-office operations but comprehending Hexaware’s inimitable DMS platform, automation and innovation capabilities, they adopted our Digital Shared Services Back Office Model across 9 countries to reap the following benefits: 56% reduction in overall AHT over the 1st year of operation. 50% reduction in AHT for the invoice copy process. Quality metrics improved from 95% to an awesome 100%.