Digital Transformation

Roadmap to Optimizing the Customer Experience​​​​​​​

Driven by innovation. Powered by people.

Digital Transformation

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

Analytics

Analytics

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

Automation

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

Digital Marketing

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

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

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

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.

Cloud Managed Services

We help you move from legacy to opportunity, using:

  • Cloud migrations/big data migrations
  • Cloud enablement and optimization
  • Cloud infrastructure maintenance

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

Digital Customer Experience

The digital customer experience can take many forms. We help build and optimize those channels:

  • Web experience technologies
  • Mobile strategy and apps
  • Augmented/virtual reality
  • Chatbots and voice assistants
  • Artificial intelligence and cognitive search

Let's Talk About Impacting Your Customer Experience

 

HGS Insights

for every aspect of customer journey

Automotive

Converting 80% of SMS Contacts to Leads for Auto Shopping Website

In 2017, customers of an up-and-coming automotive shopping website were experiencing

Healthcare

HGS Employs Automation to Drive Significant Savings for Major Payer

Since 2003, a U.S.-based, top-five healthcare payer actively working to balance member

Public Sector

Managing Fluctuating Volumes with Digital Solutions

HGS was engaged to support the organizing committee preparing for both the Olympic and

2018
Gold Business-to-Business Innovation Stevie American Business Award
2018
Leader IAOP Global Outsourcing 100 Stevie American Business Award
2017
Gold Best Use of Self-Service Technology Contact Centre World Americas

How Can We Drive Your Customer Experience Results to the Next Level?