A CONTACT CENTER ANALYTICS PLATFORM
Anchor your decisions on at-a-glance, real-time, CX business intelligence
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.
ASA, AHT, Abandons, Hold Time, Talk Time, SLA, and more
Scores, Fatal errors
Volume by channel, brand, product
Total sales, refunds, cancellation, avg. order value
Factors affecting DSAT
Detractor and Promoter Insights
Customer Loyalty Analytics
Likeliness to buy, buy more frequently
Customer Churn Prediction
Likely to leave
Which packages, products, you should offer?
Which channels, geographies yield highest revenue?