Freshworks and Hexaware partner Image by Gino Crescoli from Pixabay Freshworks Inc has agreed a strategic partnership with Hexaware, the global IT Consulting and digital solutions provider. This is a significant deal for Freshworks. It will see Hexaware leverage the Freshworks customer and employees engagement solutions to help customers transform their organisations.

Hexaware has 36 offices spread across the world, with over 18,000 employees and revenues of US$793 million. The partnership adds Freshworks to a list of vendor partners that includes:

Hexaware has a three-pronged strategy that aims to:

  • Automate everything
  • Cloudify everything and
  • Transform Customer Experiences

Pranav Rai, VP of Solutions & Practice, Hexaware BPS commented: “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”.

The initial release talks about Hexaware and Freshworks offering an exclusive launch package for digitally native businesses. There is, however, no mention of what this includes, nor is there any reference to Freshworks yet on the Hexaware website.

What are they doing?

Anand Venkatraman, VP of Global Partnerships at Freshworks
Anand Venkatraman, VP of Global Partnerships at Freshworks

Anand Venkatraman, VP of Global Partnerships at Freshworks, commented: “A recent Forrester study showed that Freshworks’ Freshdesk Omnichannel customers, on an average, pay off their investment in less than three months. Hexaware’s expertise in the cloud space and prowess in implementing automations will increase value for our joint customers who are looking to leverage our AI-engine Freddy’s AI/ML capabilities to deliver faster responses.”

The inference is that the initial launch package will provide a Freshdesk solution alongside the Hexaware professional services to deliver a solution that is delivered quickly. This has become increasingly important post-COVID-19 with companies needing to increase the availability and efficiency of their customer-facing solutions. Demand is growing, according to Sensor Tower, who estimates that the global app market is increased by 20-30% in the first half of 2020 and is now valued at $50 billion.

Enterprise Times: What does this mean

This is a key signing by Freshworks. It has potentially gained access to a huge resource of professional services and a wider client base. The success of the partnership will depend on which parties can bring deals to the table and what size they are.

Can Hexaware use the relationship to expand business in its existing customers? Can Freshworks bring Hexaware to the table to help implement multinational deals?

Regardless, only two months after Freshworks signed a similar partnership with TCS; it is an indication that Freshworks has the opportunities that is making it attractive to these consulting companies.


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