Digital Innovation

What We Do

Consumer Engagement Solutions

Optimize your consumer journey with solutions that will create memorable and effortless experiences.

Learn More

Business Process Optimization

Run operations efficiently and cost-effectively by optimizing front and back office processes.

Learn More

Digital Innovation

With a strong competence in automation and analytics, achieve breakthrough digital transformation.

Learn More
Industry Solutions

Automotive

Banking, Financial, And Insurance

Consumer Electronics And Technology

Consumer packaged Goods

Healthcare

Public Sector

Retail

Telecom

Travel And Hospitality
Results
News & Resources
Why HGS
About us
Careers

Digital Innovation

Roadmap to Optimizing the Customer Experience

Driven by innovation. Powered by people.

DIGITAL INNOVATION

Paving the way for a friction-less customer and agent journey.

Channel Expansion

Engage your customers using multiple channels of communication that are aligned to your business goals

Analytics

We bring the people, tools, and expertise to help you capture and understand insights around your CX and operations.

Automation

Efficiency is our forte. We will bring the automation accelerators
to drive real outcomes for
your operations.

Digital Marketing

A huge part of the customer experience often happens online. Our digital marketing expertise and resources will ensure a smooth customer journey.

Bye-Bye, Friction.

Hello Happy Customers.

Channel Expansion

Multi-channel engagement options to help solve any business problem

Voice/IVR

Email

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.