New and existing HGS customers immediately benefit from enhanced, real-time CX business intelligence offering a transparent view into contact center operations and productivity to improve customer service
CHICAGO, Oct. 8, 2020 /CNW/ -- Hinduja Global Solutions (HGS) (listed in BSE & NSE), a global leader in business process management (BPM) and customer experience solutions, today announced the launch of HGS PULSE, a new contact center analytics platform that provides business performance and customer insights using near real-time data. With access to predictive analytics and real-time information, contact center leaders can act proactively by predicting customer churn and loyalty, as well as better manage their workforce by tracking customer demand.
"HGS PULSE brings together disparate data sources into one single, accurate view of operations and customer insights," said Venkatesh Korla, CEO of HGS Digital. "This results in a 40 percent increase in customer reporting efficiency. Reports that initially took weeks to compile are now generated digitally, in real time with no manual intervention, freeing teams to spend more time analyzing and culling insights."
The platform uses predictive analytics and decodes the voice of the customer using artificial intelligence to pinpoint why customers are interacting with a brand, and predict which customers need additional support, resources, or escalated issue resolution. For example, if a financial services company needs to know how many customers are impacted by COVID-19 and need proactive help, they can easily do so with HGS PULSE.
Key HGS PULSE benefits include:
HGS PULSE is available free of charge to all HGS customers, offering base operational performance, quality insights, and workforce management analytics. Enhanced versions add advanced customer, sales, social media, and voice of customer, and predictive analytics.
For more information, visit www.teamhgs.com/solutions/hgs-pulse
About Hinduja Global Solutions (HGS):A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true "globally local" approach, with over 37,165 employees across 60 delivery centers in seven countries, making a difference to some of the world's leading brands across nine key verticals. For the year that ended 31st March 2020, HGS had revenues of US$ 737 million.
Visit www.teamhgs.com to learn how HGS can help make your business more competitive.
HGS Media Contacts:
Andrew Kokes+1 888 747 email@example.com
Harvey Henao+1 312 766 5501Harvey.firstname.lastname@example.org
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SOURCE HGS Digital
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