Success Stories
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Support in 22 Languages Anchored by an Intelligent Knowledgebase
HGS Industry Specific Capabilities & Solutions
When customers visit your website, they expect to be able to resolve their own issues, quickly. HGS DigiCX® is leading with powerful self-service, intelligently integrating people when it adds value and optimizing engagement with analytics and automation. Schedule a demo to learn more.
Resources
DigiCX®: Personalized Connections for a Luxury Brand Experience
As a successful, luxury car brand, this client was looking to extend their brand in Europe and ensure an exemplary customer experience every step of the way. Partnering with HGS, the client built a state-of-the art customer care center in under two months.
Creating Digital Transformation: Q and A with NelsonHall
Wendy Shlensky, Vice President, Analyst and Advisor Relations, HGS, talks to John Willmott, CEO, NelsonHall, who guides HGS in providing clients with digital transformation and optimized CX
Business Intelligence
HGS recognized by NelsonHall as a leader for CMS in High Tech, and in the Cost Reduction Focus market segment.
Blogging
Disrupter 10 – Digital Transformation to Unify the Customer Experience
Earlier this year, HGS released a white paper on this year's 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Every month, we've dedicated a blog to each of these CX game changers. Here we dissect our last 2016 Disrupter: Digital Transformation to Unify the Customer Experience
Digital First Solutions
Through innovative solutions design, we provide Digital First solutions which integrate intuitive self-service with highly accessible live agent support. Our goal is to encourage uptake of digital channels, through simplifying the customer journey and making it easy to use online services. This drives Digital by Preference Choice rather than Digital by Default, empowering citizens to choose channels most appropriate for their situation.
We are an accredited supplier to the Crown Commercial Service (the procurement body for all UK central government agencies), a testament to the public sector's confidence in our capability to deliver transformational change for the greater good of citizens.
Better Citizen Outcomes
With a track record of over 10 years of successful partnerships with government departments, we have the domain knowledge, refined processes and channel expertise to optimise citizen interactions. Our transformative public sector services aim to draw on the benefits of new technologies to increase the quality of service to users, while controlling public spending. These include complex citizen contact programs for government clients such as UK Visas & Immigration, Department for Energy & Climate Change, and the London 2012 Organising Committee for the Olympic and Paralympic Games. Our public sector programs provide services to 222 countries in 20 languages.
We understand the importance of delivering a service which meets service level expectations without compromising on customer experience. Our team works with government contact center departments to streamline and meet operational targets while keeping a razor-sharp focus on delivering outcomes that benefit the citizen.
Self-Funded Services
In an environment where citizen expectations are rising, budget reductions and "doing more with less" remains a priority, HGS understands the need for efficient delivery and first time resolution. We work with government departments and public sector organisations to deliver cost effective and self-funding services that meet public expectations.
We tailor our solution and commercials to drive efficiency and reduce operational spend. Every solution is unique and oriented around meeting the requirements of increasingly demanding government legislation. Our turn-key technical solutions are underpinned by shared risk-reward models.
