Founded in 1990, Hexaware is a global technology and business process services company. Every day, over 30,000 Hexawarians wake up with a singular purpose: to create smiles through great people and technology.
With 50 offices in 19 countries, the company empowers enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run and optimize their technology and business processes.
Challenges
Across diverse industries, one common thread binds Hexaware clients: the need for efficient, streamlined processes. An example of artificial intelligence (AI) for automation comes from a Hexaware client specializing in background checks for operational verification.
The client’s biggest pain point was its manual process, which included sourcing phone numbers from external databases and manually inputting data for outbound calls.
The previous on-premises Hexaware contact centre environment faced limitations in infrastructure and the lack of integrated quality management tools.
Diverse interface formats tailored to each client made platform navigation challenging for agents and custom training a necessity. And the disparate systems hindered the overall effectiveness regarding agent performance evaluations.
Solution
To overcome this, Hexaware designed a robotic process automation bot paired with the Genesys predictive dialer to achieve two key outcomes – autonomously identify relevant numbers from external sources and effectively automate outbound calls.
This transformative solution resulted in 60% of Hexaware calls requiring zero human intervention, saving significant time and resources.
Further amplifying the impact of AI, Hexaware expanded its collaboration with Genesys to introduce an advanced middleware solution. This middleware provides clients with a more comprehensive view of their customers’ data.
By automating data extraction from Genesys reports and email attachments, the feature seamlessly integrates it into clients’ existing data warehouses.
This allows for more comprehensive analysis as it correlates call center metrics with other business data, providing a holistic view of their operations. With an aim to meet global demand for multilingual customer service, Hexaware developed a unique middleware for agents.
This solution seeks to connect and serve customers in their preferred language, regardless of the agent’s native tongue. Grounded in the Genesys Cloud platform, this solution aims to dismantle language barriers through translation across various messaging applications:
WhatsApp, Facebook Messenger, and WeChat. “Agents fluent in English or another language can seamlessly communicate with and support customers speaking different European and Asian languages,” said Kalpesh Gandhi, VP of OCX Service Delivery at Hexaware.
“With 65% of the interactions now routed through chat, we ensure every customer feels valued and understood, no matter where they are, and agents are 12 to 15% more productive.”
In addition to the flexibility to customize the Genesys Cloud platform, Hexaware has also realized cost savings compared to its old on-premises systems.
Because there is no longer the need to maintain legacy software, servers, and licenses, the company has reduced its total operating costs by around 20–22%.
Results
“What sets Genesys apart is their commitment to global collaboration and customizable experiences,” said Gandhi. “Regardless of time zones, they always ensure a unified approach. This collaborative ethos makes us feel like we’re part of something bigger – a cohesive international team.”
The partnership with Genesys has been transformative, introducing a streamlined approach through its intuitive user interface.
Through this, Hexaware could unify training within a single platform, offering a cohesive view and effortless navigation across channels.
As a result, agents reported significant time savings on processes. “As an all-in-one solution, Genesys Cloud offers a simplified user interface,” said Gandhi.
“This has enabled us to train staff more efficiently, which has led to a 7–9% service level increase.” Furthermore, the built-in capability of AI-powered speech and text analytics empowers Hexaware to monitor agent performance and deliver targeted training, ultimately improving overall service quality.
Post-interaction analytics dashboards also provide insights into customer sentiment, enabling managers to identify emerging issues and performance patterns.
In addition to boosting agent performance, the Genesys platform has proven intuitive and provides actionable insights.
“At least 80% of users have expressed positive feedback, with 90% seamlessly transitioning within the first week for its streamlined training processes,” said Gandhi.
“Almost 90% of managers from one of Hexaware’s BPO customers found its reporting and dashboards capabilities very helpful,” he added.
“Beyond user-friendliness, Genesys Cloud is able to unlock our true potential to achieve exceptional customer experience.”
This blog post has been re-published by kind permission of Genesys – View the Original Article
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About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. Find out more about Genesys
Author: Genesys
Reviewed by: Megan Jones
Published On: 24th Oct 2024
Read more about - Industry News, Case Studies, Genesys
