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Shift to AI-native Contact Centers Today
AI-native Contact Centers
AI contact center platform powered by Agentverse™ for CX that accelerates resolution and lowers cost-to-serve.
AI contact center platform powered by Agentverse™ for CX that accelerates resolution and lowers cost-to-serve.
Hexaware is a specialist in AI-native contact centers, using its purpose-built AI agent ecosystem, Agentverse™ for CX, to manage high-volume customer interactions across enterprises and channels.
How Enterprise Contact Centers Operate AI-native Infrastructure at Scale
AI-native contact centers enable autonomous agents to manage customer interactions with minimal human dependence. Hexaware delivers this through Agentverse™ for CX, a purpose-built agent ecosystem that integrates multilingual support, real-time decision-making, and intelligent workflows to deliver faster, more consistent, and highly controlled customer interactions.
3X Faster
Resolve 90% of customer issues instantly, end-to-end, across all channels—without delays or handoffs.
3X Lower Costs
Cut cost-to-serve by 60% with outcome-based, per-interaction pricing and no idle overhead.
2X Customer Delight
24/7, multilingual, emotionally consistent support—boosting CSAT and FCR.
Traditional contact centers struggle to scale due to staffing gaps, long training cycles, and high churn. Even with assistive contact center AI solutions, human-led models face rising costs and declining efficiency. Hexaware’s Agentverse™ for CX replaces this with an AI-native approach that scales outcomes, not people—freeing human teams to take on smarter roles, from CX designers crafting journeys to resolution supervisors managing AI and prompt engineers optimizing performance.
Many customer experience platforms, even in cloud-based environments, depend on multiple add-ons and integrations. This can make orchestration, context-passing, and personalization harder. Hexaware’s Agentverse™ for CX offers a unified, composable architecture designed for seamless experience delivery.
While AI contact center solutions are becoming more common, they are often added onto legacy systems originally designed for human-led operations. These deployments improve agent productivity but don’t fundamentally change the model. Hexaware’s Agentverse™ for CX is designed the other way around: led by autonomous AI agents and perfected by human oversight.
Hexaware’s Agentverse™ for CX provides consistent 24/7 support across voice, chat, email, SMS, and in-app channels—in multiple languages. With built-in memory, tone detection, reasoning, and empathy simulation, AI agents deliver thoughtful service at any time and escalate when human judgment is needed.
Legacy systems bounce customers between menus and agents, creating frustration and delays. Hexaware’s Agentverse™ for CX uses intelligent orchestration to direct every interaction to the right AI agent or human role—based on real-time intent, sentiment, and confidence signals—for fast, effective resolution without IVR trees or scripted deflections.
Many traditional pricing models were built for people, not machines. Hexaware’s Agentverse™ for CX introduces a flexible, outcome-aligned pricing framework based on resolution, containment, and customer satisfaction metrics.
Accelerate customer service by intelligently automating everyday interactions, such as balance checks, fraud alerts, and card servicing, while ensuring faster, compliant escalation for complex cases.
Improve resolution rates and reduce call volumes with multilingual support for plan changes, billing disputes, service outages, and device troubleshooting.
Deliver seamless experiences for travelers by proactively managing revised bookings, delays, baggage claims, and itinerary updates, ensuring real-time responsiveness during disruptions.
Simplify claims, optimize policy servicing, and reduce customer effort across high-volume processes like premium inquiries, first notice of loss (FNOL), and coverage checks.
Optimize patient access and member services by automating benefit verification, appointment scheduling, and prior authorization status checks with Health Insurance Portability and Accountability Act (HIPAA)-compliant workflows.
Deploy 1–2 intents in one channel with real-time orchestration and AI agent handling, to reduce live agent effort by 15–30%.
30–60%
Containment
Scale to additional intents, channels, and languages. Enable AI-to-live-agent context transfer.
60–75%
AI handling and reduced escalation time
Add human-in-the-loop console + human roles (prompt curators, CX designers, resolution supervisors), while ensuring75–90% AI-led interactions.
5x
Increase in time saved/month
Full AI contact center platform + managed human intelligence roles delivered as a service, with outcome-linked SLAs and no internal build-out needed.
90%
Contact center automation
Independent industry recognition for shaping the next generation of AI-native contact center operations and customer engagement.
Roger Arias
Leader
Edward Maughan
Expert
Content and Marketing Ops
Maximize content and marketing ROI with our scalable solutions that leverage GenAI to streamline content operations, boost efficiency, and control your marketing strategy.
Customer Experience
Simplify AI and amplify CX. Harness the power of GenAI and agentic AI for adaptive, personalized, and autonomous experiences while empowering teams and modernizing ops.
Global Business Services (GBS)
Our global business services (GBS) solutions provide expert advisory, efficient delivery, and 360-degree transformation spanning data, processes, digital, analytics, and UX/CX.
Intelligent Process Automation
Hexaware’s intelligent process automation services, powered by Tensai® for Operations, boost efficiency, cut costs, and drive growth with tailored solutions.
AI-native contact center solutions use autonomous agents to resolve routine queries instantly, reducing wait times and repeat interactions. This improves the customer experience by providing faster, more consistent responses. Costs decrease as operations shift from headcount-based to resolution-based models, reducing reliance on large teams and minimizing idle capacity.
AI-native contact centers integrate with existing telephony and customer platforms through APIs. Instead of replacing infrastructure, enterprises layer automation on top of current systems, starting with specific use cases. This allows gradual adoption, reduces risk, and preserves existing investments while modernizing customer engagement capabilities.
Agentic AI understands customer intent, retrieves relevant data, and executes actions to complete requests without human intervention. It can manage multi-step interactions, trigger backend processes, and dynamically determine next steps. When escalation is required, it transfers the interaction with context, avoiding repetition and delays.
Yes. AI-native contact centers are typically introduced through pilots that run alongside existing operations. Enterprises validate performance on targeted interactions before expanding coverage. This phased rollout ensures ongoing service continuity, minimizes disruption, and enables teams to adapt to new operating models incrementally.
AI-native contact centers automate high-volume, repetitive interactions, allowing agents to focus on complex or sensitive cases. This improves productivity and reduces handling times. Customers benefit from faster issue resolution and fewer handoffs, which leads to higher satisfaction and more consistent experiences across interactions.
Enterprises should look for partners that support integration with existing systems, demonstrate real-world deployment at scale, and enable gradual adoption. The platform should handle workflows, decisioning, and autonomous resolution reliably while supporting governance, supervision, and continuous improvement as the solution expands.
Shift to AI-native Contact Centers Today