Case Study: Global Visa Services Provider achieves 40% faster visa processing with Hexaware's Unified Communications solution

Enabling innovative customer services by leveraging Unified Communications Model for a Global Visa Services provider

Global Visa Services Provider, the world's largest outsourcing and technology services specialist for governments and diplomatic missions (operating 2,300 application centres across 129 countries), faced highly fragmented contact-centre operations supported by nine vendors, multiple subcontractors, 11 locations and 13 languages. The client sought a single-vendor approach, a Unified Communications model and a web-based business intelligence/reporting tool, and engaged Hexaware to consolidate and transform these operations (including the Altitude unified communications solution).

Hexaware consolidated nine contact centres into four delivery centres, standardized technology on a unified platform, deployed Altitude for voice/email/chat, implemented automated workflow and analytics, and delivered a customized web-based reporting tool and multilingual IVRs. As a result Hexaware reduced visa processing time by 40%, guaranteed 25% cost savings, cut call volumes and average handling time by 30%, supported 90+ missions during migration, completed consolidation in 18 months (accelerating Phase 1A by 30 days) and achieved a CSAT trending at 97%.