Applied AI for Business Process Improvement


Strike the perfect balance between technology and talent to solve vertical-specific business challenges. 

Who We Are


With over 20,000 employees across 34 delivery centers in 8 countries, HGS offers a spectrum of technology, digital marketing, and outsourcing solutions tailored to specific industry verticals.

34Delivery centers in 8 countries

1,071 BPM, HRO, and F&A clients

10+ yearClient relationships contribute to 40% of revenue

55+ Technology partners

4.5B Annual voice minutes

325M Annual chat sessions

22K Employees

750+ Digital transformation consultants

What We Do


HGS specializes in applied AI and Business Process Improvement, striking the perfect balance between technology and talent to solve industry-specific challenges for experience-focused businesses.

Contact center agent icon

Technology

Artificial Intelligence

Automation

Analytics & Planning

Intelligent automation icon

Digital Marketing

Agency Partnership & Collaboration

Social Media Monitoring & Engagement

Team icon

Outsourcing

Business Process Outsourcing

Contact Center Outsourcing

Staffing

How We Work


A few underlying philosophies enrich all of our client engagements.

Increase Customer Lifetime Value

At HGS, we work to enhance every step of the consumer journey and increase customer lifetime value (CLV). A customer interaction isn’t just a one-time, siloed occurrence — it’s part of a long-term effort to cultivate the desired customer relationship.

We embrace a true omnichannel approach by seamlessly engaging with consumers via phone, chat, email, mail, video, and social — and seeking out deflection and self-service opportunities.

By mapping the journey and identifying moments of truth, we transform your contact center by increasing revenue, improving efficiency, and retaining customers — for life.

HGS Consumer Engagement Solutions

HGS Bots&Brains™

Supercharge and streamline with the right mix of technologies and talent

To improve productivity and satisfaction, HGS combines high quality talent with a full range of customizable and ready-made AI, automation, and analytics (triple-A) technologies.

Our Agent X solution for contact centers, for example, empowers your most valuable assets (people!) with multichannel live-agent-assist tools, real-time insights, consolidated customer views, and interactive knowledge sharing. Our Automated Enterprise solutions (using a library of 600+ bots!) can streamline any CX or back-office process, fast.

The right mix of technology and talent can lead to a happier employees, a superior CX, and increased competitiveness.

Intelligent Automation

HGS Experts On-Demand

Access digital, technical, and CX experts on your terms

HGS Experts On-Demand provides access to experienced resources within flexible contracting timeframes. From staff augmentation and end-to-end project execution, to one-time strategy and innovation services, HGS delivers reliable and affordable support when you need it.

Transformation, pilots and proof of concepts, process reengineering and Lean consulting projects are not only in scope, they’re our specialty. Looking for long-term support? We offer managed services, too. HGS takes a platform-agnostic, on-demand approach to discover the best options for exceeding expectations.

Experts On-Demand

HGS Work Cloud™

Tap the right people, processes, and technology worldwide

HGS Work Cloud connects onsite and virtual employees around the world. Work Cloud is a modern operational framework that provides smart, scalable access to the right people, processes, and technology for a balanced, reliable, secure, and flexible future — the way work was meant to be.

Work Cloud uniquely combines global delivery centers, engagement hubs, and work-at-home capabilities for clients to ensure optimal agent experiences and on-brand service delivery. We balance savings and satisfaction with highly flexible resourcing, as-needed co-location, and all the resilience and security of the cloud.

HGS Work Cloud

IAOP white

IAOP Global Outsourcing 100

HGS has been recognized by the International Association of Outsourcing Professionals (IAOP) as one of the top outsourcing companies in the world for 12 years in a row

View the list

What we believe


These core values guide everyone at HGS to deliver their best work every day.

Integrity

Our word is our bond.
We deliver on our promises every time.

Excellence

We raise the bar higher and higher.
Continuous innovation is in our DNA.

Collaboration

Your success is our success.
We align everyone and everything needed to achieve our shared goals together.

Sustainability

We work to give.
We care for our planet as well as our people, clients, and partners.

HGS Corporate Social Responsibility

Inclusivity

Together, we progress.
We embrace differences and foster an environment of mutual trust, respect, and equality.

HGS Diversity & Inclusion

HGS

HGS is a new kind of digital CX company.
Our shared values drive every transaction and interaction we make – creating extraordinary employee experiences and outstanding client outcomes.

Effecting positive environmental and social change: Together

HGS is dedicated to being both a successful business and a contributing member of the communities where we operate. As a corporate citizen, we recognize our responsibility to effect positive change. Sustainable businesses require cooperation at all organizational levels, in all business units, and among all clients and partners. Sustainability is a long-term commitment, one that evolves as we each learn and grow. When you choose HGS, rest assured that you are collaborating with an organization that is not only actively working to achieve our ESG goals, but yours as well.

HGS Environmental Social Governance

“The HGS team anticipates our needs, manages the business efficiently, and has a passion for the brand. This continues to ensure our success and exceed customer expectations across both digital and traditional feedback lifecycles.”

– American restaurant chain in over 100 countries
View more

Driving real value by making every moment matter

Link to: 95% Faster Social Media Response for QSRLink to: Processing 1.6M Social Moments AnnuallyLink to: Lead Generation Contact Center
Link to: Inspiring Growth through Retention, AHT, and CSAT WinsLink to: 20% Growth in FTEs During CrisisLink to: Stacking strategies for transformational CX

Ready to make your business more competitive?


Connect with a strategic expert to learn how a partnership with HGS can help you innovate, optimize, and grow with the perfect balance of people and technology.