Workforce Management Featured Article
Zappix & HGS Digital Partner for Better Omnichannel Customer Experiences
Omnichannel customer experiences have become increasingly important today as customers choose all new channels to connect with businesses. Not just being available on those channels, but providing quality and consistent care is critical.
Add to this, the emergence of interactive virtual assistants during the global pandemic and the need to improve its delivery also has arisen.
To keep self-service experiences frictionless, Zappix has partnered with Hinduja Global Solutions (HGS) to provide intelligent virtual assistant and payment bots for businesses.
During COVID-19 shutdowns nationwide, inbound calls to contact centers surged. With a combination of virtual assistants, call centers were able to tackle the changes happening effectively.
The Visual IVR and self-service solutions provider is incorporating HGS Digital’s technologies and offerings into both its IVAs and Visual IVR solutions to boost mobile self-service offerings further and provide a more personalized, consistent experience for customers.
“We are thrilled to be partnering with Zappix to enhance the consumer journey via their mobile self-service technologies. Their platform, combined with HGS Digital’s CX expertise, allows us to provide our clients with personalized and consistent omnichannel customer experiences,” said Jayme Kiester, Vice President of Channel Partnerships for HGS Digital.
HGS Digital combines a deep understanding of business processes like collections and customer care and brings the solutions business needs in an intuitive and automated format. It also does so securely for calls where sensitive details like banking information might be shared.
The new partnership will also help reduce the number of calls that make their way to live agents and allow customers to feel more confident about using the self-service channels to handle their needs. With visual IVR, they’ll have a faster and better experience and can get to a resolution more efficiently for all.
“We’re glad to work with HGS Digital delivering the innovative, easy to use, self-service solutions modern consumers demand,” said Yossi Abraham, Zappix president. “Zappix digital and visual solutions are becoming an important component of businesses’ digital transformation, and HGS Digital is at the forefront of these efforts.”
Edited by Maurice Nagle
