Anchor your decisions on at-a-glance, real-time, CX business intelligence

Our Areas of Expertise

Photo of image Emergency Roadside Service

Operational Analytics

Photo of image Rideshare Support

Customer Analytics

Photo of image Car Rental Reservations & Support

Predictive Analytics


HGS PULSE is a contact center data analytics platform that provides visibility into business performance and customer insights.

Photo of image HGS-pulse laptop image
The Value HGS PULSE brings:
Photo of image virtual

Drill down into how many customers are contacting and why

Photo of image virtual

Tap into your contact center’s operational performance in real-time

Photo of image virtual

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.

Photo of image 100%25-VIRTUAL

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

Photo of image 100%25-VIRTUAL

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

Photo of image 100%25-VIRTUAL

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?

Providing Visibility Into the Customer Experience
Learn how HGS PULSE lets CX professionals tap into a contact center's performance using operational analytics, while also decoding the voice of the customer to provide better insights for making business decisions that affect the customer experience.
Photo of image video-thb

Thought Leadership & Resources

Case Study

HGS PULSE platform drives 40% improvement in reporting efficiency

Case Study

Driving Revenue through Customer Experience


Unlock the power of delivering great CX through our advanced contact center analytics platform

Case Study
HGS Empowers Retailer with More Actionable VOC Survey, Analytics

HGS Empowers Retailer with More Actionable VOC Survey, Analytics

Award Winning Solution
Photo of image pci-complaint logo
Photo of image pci-complaint logo