HGS Inc. is a global leader in providing client contact centers. It has over 37,000 employees across 60 delivery centers, serving nine industry verticals. The contact centers run a collection of on-premises systems and telephony services that are expensive and time-consuming to maintain and do not scale easily. Since many customers experience seasonality in their call volumes, HGS Inc. must carry excess capacity in order to handle spikes in demand.
Additionally, each client runs its own CRM system that must be integrated with the contact center’s platform before services can begin. This process can take as long as 12-14 weeks even for a straightforward contact center operation.
To reduce their infrastructure costs, improve their service offerings, and accelerate time-to-value for their customers, HGS Inc. needed a cloudbased solution that would work within different customer environments. The solution needed to support agents from multiple locations, enable disaster recovery (DR) scenarios, integrate easily with various CRM providers, handle spikes in demand—all while enabling faster innovation for future demands.