Hexaware Positioned as a Visionary in the 2026 Gartner® Magic Quadrant™ for Custom Software Development Services
Hexaware Positioned as a Visionary in the 2026 Gartner® Magic Quadrant™ for Custom Software Development Services
Gartner, Magic Quadrant for Custom Software Development Services, By Jaideep Thyagarajan, Ryan McKinney, Nathan Davie, 7 October 2026. Gartner and Magic Quadrant are trademarks of Gartner, Inc. and/or its affiliates. Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Hexaware.
Employees who need IT support for services or issues can use a chat or voice interface to interact with the ITSM tool; this would be a natural, conversational interface, instead of the usual mechanism of huge number of options and choices that a user would have to click through to fill in all the details. Additionally, once the ticket is created, there may be a bot waiting on the ticket type which would kick in and fix the service request or issue; in which case, the bot would respond back to the user with the details of the fix or the response immediately and seamlessly.
The chatbot can converse with the employee, fix up an appointment at a convenient time and update the ticket with the details of the time slot so that the service desk personnel can efficiently address the employee’s time.