We transform businesses into digital innovators
DIGITAL INNOVATION
Paving the way for a friction-less customer and agent journey.
Channel Expansion
Analytics
Automation
to drive real outcomes for
your operations.
Digital Marketing
Channel Expansion
Multi-channel engagement options to help solve any business problem
Voice/IVR
Chat
Text
HGS EPIC™ Social
Self-Service
Mobile-Camera Support
Mobile Messaging
Work-at-Home Agents
Analytics
We bring the people, tools, and expertise to help you capture and understand insights around your CX and operations.
Operational Insights
A smooth running operation is part of the formula for an exceptional and effortless customer experience. HGS can help with:
- An Operational Metric Correlation Study to identify productivity and efficiency areas of opportunities
- Process/call flow adherence
- Agent performance analytics
- Agent desktop analytics
- Compliance analytics
CX Insights
Improving the customer experience requires understanding pain points and moments that matter. Our CX Insights offering includes:
- Voice of the Customer Reports
- Product driver insights
- Sentiment analysis
- Repeat call problem solving
- Transfer call pinpointing
- First call resolution diagnostic
- Channel utilization diagnostic
Behavioral Prediction
It's not enough to solve a customer's need, it's more effective to anticipate a need and solve it BEFORE it happens. With our predictive analytics offering, we can forecast:
- Customer churn
- Cross sell / up sell offers
- Customer actions
- Next best agent action
Automation
Efficiency is our forte. We bring the automation accelerators to drive real outcomes for your operations.
Front-Office Automation
HGS's front-office automation drives amazing customer experiences and revenue generation employing:
- IVRs
- Automatic dialers
- Virtual assistants/chatbots
- Automatic surveys
- Agent task and scripting automation
- Natural Language Processing for search
Back-Office Automation
Our back-office automation drives operational efficiency and cost take out with:
- Cognitive process automation
- Classification, indexing, unstructured text extraction
- Robotic process automation
- Workflow automation
- Transaction processing
- Record updating
- Reporting
HGS's Automated Enterprise
HGS's Automated Enterprise is an end-to-end intelligent automation approach that focuses on both your front and back office to optimize overall performance and efficiency.
Our automation experts will:
- Identify areas of opportunity.
- Validate using data.
- Design an automation solution(s).
- Develop and test.
- Pilot and train.
- Implement.
- Maintain and optimize.
Digital Marketing
A huge part of the customer experience often happens online. Our in-house digital agency brings the marketing expertise and resources to ensure a smooth journey by leveraging design thinking, technology, and data.
Digital Customer Experience
The digital customer experience can take many forms. We help build and optimize those channels:
- Journey Mapping
- Web experience technologies
- Mobile strategy and apps
- HGS EPICTM social for ORM
- Chatbots and voice assistants
- Artificial intelligence and cognitive search
Data-Driven Marketing
We can help collect consumer interactions data, to form predictions about future behaviors, employing:
- Data analytics and intelligence
- Customer data platforms
- Hyper-personalization
- Marketing automation
Cloud Managed Services
We help you move from legacy to opportunity, using:
- Cloud migrations/big data migrations
- Cloud enablement and optimization
- Cloud infrastructure maintenance
- Implementation
- API / Integrations
HGS Insights
for every aspect of customer journey
Establishing a Strong Digital Presence & Generating Leads Through Marketing Campaigns
OBJECTIVE As a new entrant in the education market in India, this non-banking financial
Delivering Best in Class Social Customer Care
What We Do Our team of 20-30 full time social care agents provides monitoring,
HGS Employs Automation to Drive Significant Savings for International Payer
ROBOTIC PROCESS AUTOMATION (RPA) REDUCES AVERAGE HANDLE TIME AND CALL COMPLEXIT
