HGS PULSE:
A CONTACT CENTER ANALYTICS PLATFORM
Anchor your decisions on at-a-glance, real-time, CX business intelligence
Our Areas of Expertise
Operational Analytics
Customer Analytics
Predictive Analytics
HGS PULSE is a contact center data analytics platform that provides visibility into business performance and customer insights.
Drill down into how many customers are contacting and why
Tap into your contact center’s operational performance in real-time
Act proactively by predicting customer churn and loyalty
Bring together disparate data sources such as switch, workforce management, quality, sales, and CRM to provide one single accurate view into operational performance and customer insights.
Operational Analytics
Operational Metrics
ASA, AHT, Abandons, Hold Time, Talk Time, SLA, and more
Workforce Management
Schedule Adherence
Absences
Breaks
Quality Insights
Scores, Fatal errors
Customer Analytics
Customer Insights
Volume by channel, brand, product
Product Insights
Complaints, quality
Sales Insights
Total sales, refunds, cancellation, avg. order value
Survey Insights
Factors affecting DSAT
Detractor and Promoter Insights
Predictive Analytics
Customer Loyalty Analytics
Likeliness to buy, buy more frequently
Customer Churn Prediction
Likely to leave
Recommendation Engines
Which packages, products, you should offer?
Customer Attribution
Which channels, geographies yield highest revenue?
Analytics
Thought Leadership & Resources
HGS PULSE platform drives 40% improvement in reporting efficiency
Driving Revenue through Customer Experience
Unlock the power of delivering great CX through our advanced contact center analytics platform
HGS Empowers Retailer with More Actionable VOC Survey, Analytics
Award Winning Solution
