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Digitally native solutions to provide reduction in total costs while improving customer support response and resolution time

Bengaluru, NFAPost: ​Hexaware Technologies Limited, a leading global IT consulting & digital solutions provider and ​Freshworks Inc.​, a customer engagement software company, have announced a global strategic partnership where Hexaware will make use of Freshworks’ customer and employee engagement software to build digital solutions for its customers.

Hexaware has been on the forefront of digital transformation and cloud revolution and Freshworks with its software has been making it easy for teams to acquire, close, and keep their customers for life. The partnership will help businesses elevate customer and employee experiences by building solutions that provide quicker response and resolution to internal and external requests.

More than ever, businesses require digital solutions to better engage with their customers. Hexaware’s time-tested delivery and execution model combined with Freshworks’ easy to implement products, provide joint customers with powerful customer engagement solutions that provide quick return on investment and value — critical for continued success now and into the future.

“A recent Forrester study showed that Freshworks’ Freshdesk Omnichannel customers, on an average, pay off their investment in less than 3 months,” said

Commenting on the partnership, Freshworks Vice President of Global Partnerships Anand Venkatraman said Hexaware’s expertise in the cloud space and prowess in implementing automations will increase value for joint customers.

“These customers are looking to leverage our AI-engine Freddy’s AI/ML capabilities to deliver faster responses,” said Freshworks Vice President of Global Partnerships Anand Venkatraman.

Together, Hexaware and Freshworks are offering an exclusive launch package for digitally native businesses. The demand for such solutions is increasing, according to new data from Sensor Tower, the global app market is increasing 20-30% in the first half of 2020 valued at $50 billion.

With Covid-19, companies are looking for new digital ways to serve their customers. As such, businesses are looking to leverage new technologies that can help scale customer engagement efforts quickly and efficiently. The Forrester Total Economic Impact Study  shows that Freshworks software can provide huge gains with significant reduction in total operating cost and improved response and resolution times.

Hexaware BPS Solutions & Practice Vice President Pranav Rai said Hexaware has embarked on a ‘Touchless, Immersive Customer Experience’ journey, inspired by the current environment.

“Our partnership with Freshworks complements this strategic vision and supports a quicker revenue realization by our clients and their end users,” said Hexaware BPS Solutions & Practice Vice President Pranav Rai.

Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. The company’s digital offerings have helped our clients achieve operational excellence and customer delight by ‘Powering Man Machine Collaboration.’

The company is now on a journey of metamorphosing the experiences of our customer’s customers by leveraging its industry-leading delivery and execution model, built around the strategy— ‘AUTOMATE EVERYTHING, CLOUDIFY EVERYTHING, TRANSFORM CUSTOMER EXPERIENCES.’  

Majority of customers are from Banking, Financial Services, Capital Markets, Healthcare, Insurance, Manufacturing, Retail, Education, Telecom, Hi-Tech & Professional Services (Tax, Audit, Accounting and Legal), Travel, Transportation and Logistics.

Hexaware delivers highly evolved services in Rapid Application prototyping, development and deployment; Build, Migrate and Run Cloud solutions; Automation-based Application support; Enterprise Solutions for digitizing the back-office; Customer Experience Transformation; Business Intelligence & Analytics; Digital Assurance (Testing); Infrastructure Management Services; and Business Process Services.

 Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. The company’s goal is to be the first IT services company in the world to have a 50% digital workforce.

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life.

Freshworks‘ SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, California, Freshworks’ 3,000+ team members work in offices throughout the world.

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