HGS Agent X

Supercharge your contact center

Power up agent productivity with an award-winning contact center solution

Improve agent productivity
Enhance customer experience
Leverage deeper insights

Speak to a CX expert

Learn about HGS Agent X in 90 seconds

Provide your agents with a super-powered contact center solution

Productivity Knowledge Insights Sentiment Collaboration Performance

Increase agent productivity:

Improve response time and reduce multiple screens with a single, unified tool
Increase efficiencies by automating mundane agent tasks such as call routing
Reduce agent task and talk time across different phone systems and platforms

HGS Agent X Smart Knowledge Base Dashboard

Get the Right Answer Fast®:

Foster a culture of collaboration, even when agents are not physically together
Present helpful articles to agents while they are on calls
Integrate your existing knowledge management with Agent X’s knowledge management

Meaningful contact center data and analytics:

Monitor service levels and evaluate performances with quick-access KPIs, training, and feedback data
Improve pattern spotting, training, productivity, and decision-making with system integrations, including WFM
Access built-in quality assurance dashboards designed to improve agents, teams, and organizations

HGS Agent X Sentiment Analysis Dashboard

Get customer sentiment scores:

Receive sentiment data in a real-time dashboard to resolve issues faster during customer calls
Identify best practices and coaching opportunities to improve agent performance
Provide customers with quicker results, including refunds and problem solutions

Collaborate in real-time:

Streamline common tasks, such as updating customer data during incoming calls
Enter customer data in one location and let the technology update the rest for you
Simplify customer support in real-time when they have a hard time completing a process

Improve agent performance:

Provide live agents with deeper customer insights to enrich customer interactions, for inbound calling and outbound calls
Facilitate agent collaboration and idea generation across different communication channels
Improve agent onboarding and self-learning for in-office and virtual agents

Empower your customer service team

Streamline your agent workflow while enhancing agent and customer interactions by providing a simplified customer 360° view

Help agents resolve issues faster and reduce hold time with our AI-powered agent assist
Eliminate repetition with our contact center automation and smart actions
Troubleshoot and share screens with Smart consult collaboration
Know how customers feel in real-time with Customer sentiment
Gauge performance 24/7/365 with superior contact center analytics at your fingertips

Learn more about Agent X

See how Agent X can help superpower your contact center.

Speak to a CX expert

Solve critical contact center challenges with HGS Agent X

57%of agents’ daily work interrupted due to switching among systems and stand-alone applications
Source: Uclarity

Improve agent productivity

Reduce response time and the need for multiple screens
Reduce training and onboarding time for call center agents
Foster collaboration and knowledge sharing among agents

60%of agents lack the tools to deliver meaningful CX
Source: ICMI

Enhance customer experience

Resolve issues faster with an up-to-date knowledge base
Provide customers with AI-driven, value-add information
Track and register all customer data

52%of organizations need better access to workforce data for decision-making to improve agent efficiency
Source: Aberdeen

Leverage deeper insights

Access full visibility of call center analytics and insights
Understand customer sentiment in real-time
Increase response and problem-solving interaction

Supercharge your contact center today!

Speak to a CX expert

Industry expert reviews

★ ★ ★ ★ ★

Peter Ryan
Principal, Ryan Strategic Advisory

“There is no question that in 2022 and beyond, there is a shift among forward-looking CX thinkers to embrace cloud-driven solutions. In my view, what HGS is offering with Agent X is an encapsulation of this virtualized dynamic.

“By leveraging the power of the cloud and AI to distribute increasingly complex interactions to agents that are equipped with cutting edge CX tools to drive the best results, HGS is clearly meeting the challenge that enterprise executives are looking for.”

HGS Insights

Building a contact center for the future

Read the whitepaper

Free Whitepaper

Building a contact center for the future

Learn eight proven tactics to take your contact center to the next level

Future-proof your contact center by improving the quality of your customer experience
Understand the importance of a seamless, consistent brand experience across channels and touchpoint
Learn why smart automation is key to the growth of your business and the happiness of your customer

Read the whitepaper

AI-powered with flexibility in mind

HGS Agent X is a dynamic, unified contact center dashboard with a higher ROI.

Fast implementation in as little as 4 weeks
Integrates with 300+ platforms
Supported by 800 partner-certified developers
Minimizes risk with incident detection

Scalable

Meets your immediate and evolving business needs

Omnichannel

Supports voice, email, social media, and more from one secure cloud platform

Customizable

Uses a software-agnostic approach to meet requirements

Accelerated adoption

Shortens the agent learning curve with a smart UX

HGS Agent X pricing

Supercharge your contact center with HGS expert knowledge and assistance

Packages starting at

$119USD

Per month per agent

Please schedule a consultation for personalized pricing

Take your contact center to the next level!

Discover how HGS Agent X can help you maximize productivity and customer satisfaction.

Speak to a CX expert

Get answers to your FAQs

How does HGS Agent X provide a return on investment (ROI)?

HGS Agent X provides value by:

Bringing significant agent efficiency by reducing average handle time (AHT) and first-call resolution (FCR) time
Improving the agent experience via a unified agent interface, intelligent automation, smart knowledge base, etc.
Allowing faster agent onboarding through easy-to-learn, easy-to-use software with agent-assist features, real-time training, etc.
Improving response and resolution rates by combining self-service options, such as virtual agents and chatbots with agent interactions

How long does it take to deploy HGS Agent X?

Deploying HGS Agent X is pretty quick! The base version of Agent X can be deployed within 3‒4 weeks, including CRM integration. Phasing the deployment will enable your agents to start using the platform quickly to serve your customers. Additional features can be deployed in prioritized phases.

What are the differences between the standard and managed support services packages?

With the standard service package, HGS Agent X provides the required software licenses while the implementation expertise and all other support packages are available at additional costs.

With the managed support service package, HGS Agent X bundles implementation costs into the cost per agent. The additional benefits you get with the managed support services package are outlined below.

FEATURE	STANDARD SERVICE PACKAGE	MANAGED SUPPORT SERVICE PACKAGE
One-time implementation costs	Not included	Included
24 / 7 / 365 support	No	Yes
Issue resolution support	No	40 hours
Quarterly business reviews	Not included	Included
Uptime SLA management	Not included	Included
Process management and governance	Not included	Included

What are the different platforms that can integrate with HGS Agent X?

HGS Agent X offers more than 300 out-of-the-box integrations. It brings together data from different data sources, such as advertising platforms, analytics tools, live-chat systems, mobile apps, CRM and other customer support systems, personalization platforms, email marketing tools, and many others.

Advertising

AdRoll
Xandr
Bing
Criteo
DoubleClick

Analytics

Amplitude
Alexa
Tableau
Looker
Periscope

CRM

Hubspot
Salesforce
Freshsales
Firebase
Braze

Email marketing

Marketo
Mailchimp
Eloqua
Pardot
Responsys

Data enrichment

Clearbit
Talon.One
Cruncher
journy.io
Survicate

Live chat

LiveChat
Olark
Intercom
Engage
Zendesk

Mobile

Android
Apple
Kotlin
React
Xamarin

Personalization

Optimizely
Selligent
WalkMe
Lytics
Appcues

Surveys

Qualaroo
Trustpilot
UserIQ
UserVoice
Promoter.io

Others

Stripe
Roku
JS
Shopify
Vimeo

Do you need to sign a long-term contract to use HGS Agent X?

No, there is no need to sign a long-term contract; we offer monthly plans as part of the HGS Agent X standard service package.

For the managed support service package, however, we recommend — and it is entirely optional — a multi-year commitment with a minimum of 100 agents to maximize return on investment. HGS also offers Agent X custom packages that are completely tailored as per your business requirements.

How is HGS Agent X different from other contact center solutions?

Unlike the other contact center solutions, HGS Agent X:

Is built based on experiences gained from years of managing agents and contact centers
Focuses on enhancing and integrating all the elements of the contact center ecosystem
Offers managed services in addition to providing the platform licenses
Can work for one geography or multiple geographies (global scope and presence)
Uses Contact Center AI technologies to improve contact center operating costs
Aims to improve the agent experience AND the customer experience simultaneously

Gartner Magic Quadrant

For the second consecutive year, HGS recognized as a Magic Quadrant Leader for Customer Service BPO

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

Global Headquarters: GHS, Bommanahalli, Hosur Road, Bengaluru – 560068

Registered Office: 171, Dr. Annie Besant Road, Worli, Mumbai – 400018, Maharashtra

CIN: L92199MH1995PLC084610

Online Dispute Resolution (ODR)