Contact Center Transformation Journey for a Prominent Lifestyle Concierge Services

Contact Center Transformation Journey for a Prominent Lifestyle Concierge Services

Our client a leading global concierge services provider supporting all major languages   with a comprehensive suite of loyalty solutions and 1.5k staff globally needed to rehaul their chat operations for enhanced efficiency, productivity, performance and provide elevated experience.

Hexaware architected and deployed a cognitive omnichannel Contact center solution with optimal automation, conversational AI powered chatbots and intelligence at the core. With ‘Live Person’ platform we enabled Contact center chat platform readiness while our ‘Automate Everything®’ methodology maximized straight through processing. We developed a single view dashboard for augmented data driven decision making, enhanced data aggregation and analytics capabilities with data warehouse on the cloud and multi-lingual preferences for the end-customer support.

Our Contact center transformation journey enabled business benefits like:

  • 99% SLA achieved with enhanced support capabilities
  • Reduction in number of licenses.
  • 30% faster onboarding
  • 85% of interactions routing through chat

High FTR with special focus on language preferences and more

To know how we helped our client improve customer support with omnichannel chat operations and hyper automation to enable an almost disruption less working, download this case study

View Case Study

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