Case Study: Hexaware achieves lower costs and better service levels with Genesys Cloud

Hexaware - Customer Case Study

Hexaware partnered with Genesys to modernize its contact center operations and address the limits of its legacy on-premises environment, including fragmented systems, complex training, and the need to support customers across multiple languages and channels. Using Genesys Cloud, Hexaware set out to improve efficiency, service quality, and the overall agent experience.

Genesys delivered an all-in-one, AI-powered platform with a simplified user interface, integrated quality management, and speech and text analytics. The results included a 20–22% reduction in total operating costs, a 7–9% improvement in service levels, and a 12–15% increase in agent productivity, while 65% of interactions moved to chat and 60% of calls required no human intervention. Hexaware also reported that 90% of agents transitioned smoothly in the first week.

Hexaware

Kalpesh Gandhi

VP of OCX Service Delivery