HGS Recognized as Top Partner by Contact Center World for self-service solution that resolves 97 percent of issues online and intelligently integrates agent support at key moments
Hinduja Global Solutions Limited (HGS) (Listed on NSE & BSE, India), a global leader in business process management, took home two gold awards in the finals of the 2016 Contact Center World (CCW) Best Practices Americas Awards.
In addition to defending its title as “Best Outsourcing Partner,” HGS USA was recognized for “Best Use of Self-Service Technology.” Both awards recognize HGS’s DigiWEB end-to-end web channel solutions offering, which uses analytics to learn where customers need the most support online to improve performance. DigiWEB is part of HGS DigiCX (HGSDigiCX.com), a platform that leads with self-service to intelligently integrate people and help consumers ‘Get the Right Answer Fast’ at every moment of truth using analytics, automation, and artificial intelligence.
The CCW Awards are the leading global awards program for contact center practitioners. HGS is one of the most recognized players in the industry, and the wins validate a continued commitment to delivering leading customer experiences for clients. HGS and DigiCX serve companies by incubating innovative ideas to improve customer experiences and implementing new ways to connect through a Unified Customer Experience Strategy®.
“At HGS, we value the time of consumers, and we understand the ways customers want to interact with businesses. The goal of the HGS DigiCX suite of services is to help people get the right answers fast,” said Andrew Kokes, Senior Vice President, Global Marketing. “Ninety percent of customer interactions that come to the contact center begin online, so the DigiWEB offering, starting with self-service and intelligently pivoting to assisted support, is essential in today’s marketplace. Awards like these reaffirm HGS’s reputation as a leader in this arena.”
HGS’s award-winning DigiWEB has a proven track record of saving time and money and improving customer experience. A leading consumer electronics manufacturer employed DigiWEB to help improve their website experience and manage operational and IT resources. Through the platform, coupled with HGS’s Digital Natural (DNA) and Smart Channel Selector, HGS helped the company solve 97 percent of customer inquiries online with no agent interaction, by guiding them to the best channel for resolution (e.g. a how-to video, step-by-step guide, virtual assistant chat, etc). Employing DigiWEB with HGS’s full-service DigiCX offering enables seamless pivoting from automated to real-time agent interaction, guiding customers efficiently over a variety of channel options to the right answers to their questions. The result is a 70 percent reduction in operation costs.
HGS’s innovative approach combining traditional and digital customer service offerings was also recognized earlier this year at the Stevie® Awards, where HGS took home a Gold Stevie Award for Best Use of Technology in Customer Service and a Bronze Stevie Award for Sales Consulting Practice of the Year.
For more information about HGS’s full-service DigiCX capabilities, visit HGSDigiCX.com.
HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from consumer interaction solutions to platform based back office services and digital enablement solutions. By applying analytics, automation and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 40,000 employees in 67 worldwide locations delivering localized solutions. For the year ended 31st March 2016, HGS had revenues of US$ 507 million. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world’s most recognized brands.
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