COVID-19:
Resiliency and readiness
From crisis through recovery, our
business continuity solutions help
you plan, prioritize and produce
great customer experiences.
Business continuity in a COVID-19 world
New customer expectations in a new normal require a resilient business model. The HGS suite of business continuity solutions can help lead your organization through pandemic disruption and get you ramped up quickly to meet the needs of your customers from crisis through recovery.
SOLUTIONS FOR EVERY STAGE OF THE COVID-19 CRISIS
Work@Home
DigiBOTS
Channel Pivoting
EPIC
Text/Speech Analytics
Self-Help PortalWhat is it?
How We Can Help
Ensuring business continuity of your contact centers during the COVID-19 health crisis is critical.
HGS Work@Home solution provides customer contact agents with virtual training, coaching and support.
Concerned about security? HGS Work@Home provides security through data encryption, two-factor authentication and device lockdown.
WHAT IS IT?
Security. Support. Speed.Ensuring business continuity of your contact centers during the COVID-19 health crisis is critical.
HGS Work@Home solution provides customer contact agents with virtual training, coaching and support.
Concerned about security? HGS Work@Home provides security through data encryption, two-factor authentication and device lockdown.
HOW CAN WE HELP?
Benefits of HGS Work@Home- Work@Home increases agents' wellbeing.
- Limits impact on service level.
- Reduces chances of spreading virus.
- Increases CSAT due to normal operations with no wait time.
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What is it?
How We Can Help
HGS DigiBOTS™ is AI that empowers the contact center response to COVID-19. A solution series of three bots are designed to simulate human conversation to deliver employee and customer support:
A bot series to fit your needs:
WHAT IS IT?
AI-powered bots provide COVID-19 supportHGS DigiBOTS™ is AI that empowers the contact center response to COVID-19. A solution series of three bots are designed to simulate human conversation to deliver employee and customer support:
- Provides answers to commonly asked questions
- Resolves frequently asked requests with efficiency
- Manages the influx of call volume
A bot series to fit your needs:
- Quick entry (employees)
- Crisis assistance (employees)
- Crisis assistance (customers)
Quick entry (employees)
Crisis assistance (employees)
Crisis assistance (customers)
HOW CAN WE HELP?
Benefits of HGS DigiBOTS™Quick entry (employees)
- Screens on-site employees for health issues
- Helps off-site employees report health issues and readiness-to-work
Crisis assistance (employees)
- Answers FAQs about benefits, medical leave and other HR topics
- Provides tech support for employees while working from home
Crisis assistance (customers)
- Answers COVID-19 FAQs from customers
- Takes and tracks messages for callback
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What is it?
How We Can Help
Do you have the right channel guidance strategy in place to weather the COVID-19 crisis?
Channel pivoting helps move your voice volume into digital channels by migrating customers from the IVR into text, chat, or social messaging.
Plan now to deflect your increased volume into digital channels to reduce wait times.
WHAT IS IT?
Double down on digital.Do you have the right channel guidance strategy in place to weather the COVID-19 crisis?
Channel pivoting helps move your voice volume into digital channels by migrating customers from the IVR into text, chat, or social messaging.
Plan now to deflect your increased volume into digital channels to reduce wait times.
HOW CAN WE HELP?
Benefits of HGS Channel Pivoting- Reduce call wait times.
- Leverage the benefit of chatbots within digital channels to collect upfront information.
- Improve customer satisfaction scores.
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Channel pivoting can help guide your customers to digital channels where wait times are reduced.
What is it?
How We Can Help
Struggling to keep up with an influx of customer support requests in your social channels due to COVID-19?
HGS EPIC™ Social Media for Crisis Management and Customer Support helps you manage increased volume while enhancing your online brand reputation.
From social response and social listening to general customer care and support, we’ve got you covered.
WHAT IS IT?
Prioritize what matters. Engage with empathy.Struggling to keep up with an influx of customer support requests in your social channels due to COVID-19?
HGS EPIC™ Social Media for Crisis Management and Customer Support helps you manage increased volume while enhancing your online brand reputation.
From social response and social listening to general customer care and support, we’ve got you covered.
HOW CAN WE HELP?
Benefits of HGS EPIC™ Social Media for Crisis Management and Customer Support- Maintain a positive brand reputation.
- Prioritize what matters during a crisis.
- Support customers through the crisis around the clock.
- Decode the voice of the customer to make informed business decisions.
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What is it?
How We Can Help
Text and speech analytics help you turn unstructured data such as email, chat, social and phone transcripts into actionable insights.
Learn what your customers are saying regarding COVID-19 and its impact to your business. Identify the percentage of customers who want to make the following kinds of requests due to the COVID-19 crisis:
WHAT IS IT?
Real time, actionable insights.Text and speech analytics help you turn unstructured data such as email, chat, social and phone transcripts into actionable insights.
Learn what your customers are saying regarding COVID-19 and its impact to your business. Identify the percentage of customers who want to make the following kinds of requests due to the COVID-19 crisis:
- cancel their account
- cancel their appointment
- request a billing adjustment
HOW CAN WE HELP?
Benefits of HGS Text and Speech Analytics- Make real-time actionable COVID-related business decisions.
- Protect your brand reputation in a crisis.
- Initiate self-help options on your website to help customers find answers.
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Text analytics help you decode the Voice of the Customer coming through your digital channels.
What is it?
How We Can Help
In today’s omnichannel world, directing consumers to the right channels at the right time for the right resolution is critical.
Leveraging customer-focused analytics, HGS Web is a self-help portal that guides customers to the best channel for resolution including:
WHAT IS IT?
The right channel for the right resolution.In today’s omnichannel world, directing consumers to the right channels at the right time for the right resolution is critical.
Leveraging customer-focused analytics, HGS Web is a self-help portal that guides customers to the best channel for resolution including:
- guided path
- decision trees
- mobile camera support
- text
- virtual agents
HOW CAN WE HELP?
Benefits of HGS Self-Help Portal and Smart Channel Selector™- Drive higher self-help resolution rates.
- Drive higher CSAT.
- Help manage the influx of volume with limited resources.
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Analytics help you understand why people are contacting you and how best to address each individual contact.
Webinar Series
Prepare and Protect: Coping with COVID-19
Plan now to attend our webinar series to make sure your organization remains ready and resilent when coping with COVID-9.
"Many businesses are experiencing an increase in contact volume due to COVID-19, and at the same time, the pandemic is causing reduced staffing levels due to absenteeism, government-mandated shutdowns, and illness. HGS business continuity solutions are designed to help bridge the gap – manage volume, reduce wait times, decrease call abandonment rates, and provide an amazing customer experience."
- Tom Hricik, President, North American Business Development
Coronavirus
COVID-19 resources
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HOW CAN WE HELP?
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