Contact Center Transformation Solution for an Employee Benefits firm

Contact Center Transformation Solution for an Employee Benefits firm

With the rising customer expectations in today’s day and age, organizations need to provide personalized and timely support to their customers across all the available digitals channels. Various problems currently plague the smooth functioning of contact centers. The key ones are huge technology costs associated with managing legacy cloud and on-premise systems, higher call volumes, high call resolution time, excessive downtime of legacy systems, lack of AI presence to understand customer sentiments and call trends, expensive and complex integration with other systems, etc.

Digital customer experience backed by AI-based decision support and futuristic technology is what enterprises strive for. Hexaware enables global organizations to orchestrate their contact center strategy with end-user experience and a cloud communication platform at the forefront.  We take pride in owning the implementation of the platform/ technology that multiplies ROI, both tangible and intangible, while providing a superior contact center customer experience.

This case study talks about one such engagement with an employee benefits firm. The client service desk previously ran on a legacy phone-based system that provided very limited flexibility. The wait times and call abandon rates were high leading to poor customer experience. Hexaware leveraged its experienced professionals, standardized processes, and state-of-the-art tools to handle the complexity and follow a services optimization strategy for achieving this contact center digital transformation without any impact on the day-to-day business. Hexaware helped migrate the Service Desk to Amazon Connect in less than 2 weeks with expedited onboarding of agents.

Business Benefits

  • 60% faster deployment and migration
  • 40% improvement in overall Contact Center Metrics
  • In-house CTI connector for Service Now with custom workflows for Agents

Learn how you can elevate your contact center customer experience with this real-life contact center digital transformation.

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