HGS Agent X

Supercharge your contact center


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

  • Improve agent productivity
  • Enhance customer experience
  • Leverage deeper insights

HGS Contact Center agent

Provide your agents with a super-powered contact center solution

HGS Agent X Overview Dashboard

Increase agent productivity:

  • Improve response time and reduce multiple screens with a single, unified tool
  • Increase efficiencies by automating mundane agent tasks
  • Reduce agent task and talk time

HGS Agent X Smart Knowledge Base Dashboard

Maintain a knowledge management system:

  • 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
Agent X Insights

Monitor call center data and analytics:

  • Monitor service levels and assess performance with quick-access KPI, training, and feedback data
  • Enable pattern spotting, training enhancements, productivity improvements, and informed decision making by integrating multiple data sources
  • Monitor built-in quality assurance dashboards designed to improved 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
  • Identify best practices and coaching opportunities to improve agent performance
  • Provide customers with quicker results, including refunds and problem solutions
HGS Agent X Customer 360° Dashboard

Collaborate in real-time:

  • Streamline common tasks, such as updating customer data
  • 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
HGS Agent X Smart Actions Dashboard

Improve agent performance:

  • Provide agents with deeper customer insights to enrich customer interactions, for inbound contacts and outbound calls
  • Facilitate agent collaboration and idea generation
  • 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

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

Contact center agent icon

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

Employee experience icon

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

Deeper Insights

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!

Industry expert reviews


Peter Ryan, Principal, Ryan Strategic Advisory

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.”

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 icon

Scalable

Meets your immediate and evolving business needs

Omnichannel platform icon

Omnichannel

Supports voice and more from one secure cloud platform

Customized solution icon

Customizable

Uses a software-agnostic approach to meet requirements

Accelerate icon

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

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

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.

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.

FEATURESTANDARD SERVICE PACKAGEMANAGED SUPPORT SERVICE PACKAGE
One-time implementation costsNot includedIncluded
24 / 7 / 365 supportNoYes
Issue resolution supportNo40 hours
Quarterly business reviewsNot includedIncluded
Uptime SLA managementNot includedIncluded
Process management and governanceNot includedIncluded

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

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.

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)
  • Improves contact center operating costs
  • Aims to improve the agent experience AND the customer experience simultaneously

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2022 Gartner Magic Quadrant

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

Read the report

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