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

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 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 EPIC^TM 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