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
Empower your customer service team
Learn about HGS Agent X in 90 seconds
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
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
60%likelihood that companies using workforce management software to capture data 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!
Industry expert reviews
★ ★ ★ ★ ★
Peter Ryan
Principal, Ryan Strategic Advisory
“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
Meets your immediate and evolving business needs
Omnichannel
Supports voice 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
Provide your agents with a super-powered contact center solution
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
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
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
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
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
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
Request a quote for HGS Agent X
Please complete the form below, and we will get back to you within 2 business days with a quote.
Created for contact centers by a global contact center leader
- 50 years of business process management experience
- A world-leading expert in improving the customer experience lifecycle
- Over 18,000 employees across 34 delivery centers in 6 countries
- Recognized by Gartner as a Magic Quadrant Leader for Customer Service BPO
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)
- Improves contact center operating costs
- Aims to improve the agent experience AND the customer experience simultaneously
2022 Gartner Magic Quadrant
