Our contact center transformation solutions use cutting-edge technologies to revolutionize customer experiences, optimize communication channels, and enhance operational efficiency, ensuring your business stays at the forefront of customer service excellence.

Rely on Digital Transformation in Contact Centers to:

Introduce your organization to an agile, always-available contact center of the future. Our cloud-based solutions are designed to address the resource-draining challenges of on-premises setups. By migrating to the cloud, maintenance downtime becomes a thing of the past and you can enjoy an impressive 99.99% uptime. By leveraging our expertise in deploying truly omnichannel contact centers, you can seamlessly integrate chat, email, and social media interactions to provide your customers with a unified and efficient service experience.

Our conversational AI bots are here to revolutionize your call centers. By automating routine tasks and queries, these intelligent bots reduce customer wait times and free up your advisors to focus on more complex issues and premium clientele. This transforms your contact center into an efficient hub where customers receive prompt service and advisors are empowered to handle intricate challenges effectively.

Our solutions are designed to unlock the potential of artificial intelligence (AI) and generative AI-driven insights. Through in-depth analysis of customer data, behaviors, and preferences, we deliver personalized recommendations, product suggestions, and tailored responses that resonate with each individual. Say goodbye to generic interactions and welcome a contact center that caters to your customers on a personal level, resulting in enhanced customer loyalty, increased sales, and elevated brand reputation.

Rely on Digital Transformation in Contact Centers to:

Our Contact Center Digital Transformation Capabilities

Our cloud contact center expertise lies in helping customers select the ideal omnichannel platform, configuring intelligent routing systems, managing outbound campaigns, and creating intelligent IVR systems for seamless self-service experiences. We also excel in crafting customized, integrated agent desktop solutions to expedite issue resolution, all within the omnichannel cloud environment. 

At the heart of our services is the development of tailored conversational voice and chat bots driven by generative AI technology. These bots are efficient in handling interactions and leverage speech and text analytics to provide valuable business insights. Additionally, our Intelligent Process Automation capabilities are designed to significantly improve operational efficiencies across various processes. 

We go beyond the basics by facilitating integrations with crucial business applications and offering insightful management information systems (MIS). Our solutions extend to implementing employee engagement platforms and agent assist systems, all of which contribute to smoother agent operations and significantly enhanced customer experience. 

Tools, Accelerators, and Operational Strategies

CX assessment framework

Our customer experience (CX) assessment framework is a comprehensive tool that conducts a 360-degree evaluation of customers, employees, and stakeholders. Apart from assessing the current state, it serves as a valuable resource for charting the course toward greater efficiency improvements and enhanced customer experiences in the future.

Automated Conversations

Our GenAI-enhanced toolkit for automated conversations features an intelligent virtual agent (IVA), digital multilingual bots, and an email manager. These tools help to elevate customers’ contact center interactions with human-like conversational experiences, increase self-service capabilities, and improve routing to the correct agent.

GenAI-empowered Agents

We leverage GenAI to empower agents with real-time translation and agent-assist functionalities. Our automated summarizing assistant gathers information for agents, alleviating the need for manual note-taking. By supporting multiple foreign languages and utilizing real-time transcription and analytics, our tools provide enhanced empathy, personalization, and increased first-contact resolution.

GenAI-powered Operations

Our GenAI-powered solutions for optimizing contact center operations feature a smart tutor, knowledge base content creator, and speech and text analytics. These tools help streamline the training processes, broaden your target hiring market, and accelerate content development, empowering agents to improve their skills and performance. The result — better operational insights for continuous improvement.

Contact Center Transformation Team Leaders

Mukul Hingne

Mukul Hingne

Contact Center Transformation Leader

Kalpesh Gandhi

Kalpesh Gandhi

Contact Center Transformation Expert

Roger Arias

Roger Arias

Contact Center Transformation Expert

Shruti Vishwanathan

Shruti Vishwanathan

Contact Center Transformation Expert

Additional Areas of Focus in Business Process Operations

Customer Experience

Hexaware’s Customer Experience solutions employ omnichannel strategies for personalized, hassle-free interactions, enhancing satisfaction.

Digital F&A

Hexaware's Digital Finance and Accounting, powered by automation, modernizes operations, optimizes processes, reduces manual tasks, and enhances reporting.

Intelligent Process Automation

Hexaware's Intelligent Process Automation boosts efficiency, reduces errors by automating tasks, enabling the workforce to focus on high-value initiatives.

Marketing Ops

Hexaware's Marketing Operations solution streamlines campaigns, boosts lead gen, optimizes spend using data-driven strategies and advanced analytics.

Contact us today and turn your contact center challenges into transformation success.

Address Your Contact Center Transformation Needs

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Contact us today and turn your contact center challenges into transformation success.
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