Customer Experience Transformation - Hexaware

Customer Experience Transformation

Craft the Next Generation of Customer Experience (CX)

Customers today have multiple ways to interact with businesses to fulfill their day-to-day needs. Their behavior and expectations are driven by the experiences provided by brands like Uber, Amazon, Google and Facebook.

To continue acquiring and retaining new customers, the contact centers of businesses need to fundamentally adapt to the dynamics of new digital customers.

Following are the challenges that contact centers face, due to changing CX landscapes:

  • Evolving legacy service channels like telephone, chat into more CX driven, at the same time, cost effective services.
  • Enabling emerging digital channels, to provide customer service through channels of the customer’s choice and usage.

While artificial intelligence based automation adoption is growing across the contact center industry, legacy Contact center outsourcing entities are hesitant to use AI/advanced technologies, to reduce a significant cost and cannibalize FTE-based revenue. Additionally, emerging channel enablement either costs too much or takes too long.

What we offer?

Our “Call Center Transformation” offering, leverages disruptive technologies and smart service agents, to bring radical and far-reaching performance breakthroughs in the customer care industry, across two dimensions:

  • CX
  • cost-to-serve

We have predicted and ensured significant reduction in cost of contact center operations resulting in drastic increase in NPS.

Services Offerings

  • Contact Center Outsourcing
    • Omni Channel CX Mgmt.
    • Virtual Agents
    • Virtual Assistants
  • Chatbots & Conversational UI
    • Secured
    • Cognitive
  • AI-Voice Assisted Business Apps
    • Talking Apps
    • Devices
  • Legacy Contact Center Digital Modernization
    • Cloud
    • AI
  • Voice of Customer Analytics
    • Speech
    • Text Analytics
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