Simplicity in the Age of Complexity
With the complexity of today’s customer service, a modern contact center needs to simplify customer interactions. Investing in the right contact center AI solution ensures live agents have the support and insights they need to succeed.
HGS Agent X – Contact Center AI platform improves agent productivity by automating contact center operations and optimizing workforce management while providing agents with real-time insights to improve customer experience. It uses open APIs to integrate with existing contact center software to help brands maintain a consistent experience across the entire customer journey.
What Our Clients Say About Us
Awards and Recognition
HGS has received ample recognition and ratings for the transformational digital customer experiences it has offered its 200+ clients across 10 industries.
AI Breakthrough Award 2022
2022 Communications Solutions Product of the Year
Excellence in Customer Service Award 2022
Leader in 2022 Gartner Magic Quadrant for Customer Service BPO
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Single Pane of Glass (SPoG) for Contact Center Optimization
Speed up your decision-making processes and operational efficiencies by deploying a Single Pane of Glass (SPoG) for your contact center ecosystem.
Solve Critical Contact Center Challenges
The future of the contact center industry is changing drastically as customers today want to create their own experiences. Use AI solutions to optimize your contact center performance and deliver an outstanding customer experience.
Simplified Customer 360 View
To improve the CX, brands worldwide continuously enhance their contact centers by introducing new channels. While investing millions to facilitate customer engagement on new channels, few are investing in the tools agents need to support omnichannel environments.
One of the biggest frustrations for any customer is having to repeatedly explain the same issue or grievance across different channels to different customer service representatives. HGS Agent X – Contact Center AI addresses this issue by providing a simple and easy-to-understand customer 360 view to give agents all the information required to resolve a customer query in one place.
Intelligent Knowledge Management
In a fast-paced and rapidly evolving CX environment, contact center agents must keep up with increasing customer expectations—not only for top-notch CX but for problem solving. Regular training is an effective tool to ensure the agents are well prepared to handle all kinds of customer issues, but you can do better—HGS Agent X – Contact Center AI’s intelligent knowledge management capabilities enable quick agent training & onboarding and distribution of business-critical information among agents in real-time.
AI-Powered Agent Assist
In today’s environment, operating a contact center without AI-powered computing abilities is like consuming food without all the essential nutrients. Gone are the days when customers were looking for answers to questions. They now expect brands to anticipate their needs and offer solutions.
HGS Agent X – Contact Center AI, with its Natural Language Processing (NLP) capabilities and contact center automation tools, not only helps contact center agents eliminate repetitive tasks, but it also provides details such as customer sentiment, demographic, product or service information, status, etc. so that agents can tailor offerings and solutions to the customers.
Real-Time Customer Insights
Brands aspire to deliver a customer experience that emulates the ease of a conversation with a friend. However, no matter how skilled, agents alone could never replicate this type of meaningful exchange. Companies offering contact center as a service are now relying more and more on data-driven solutions to amplify their service offerings.
A conversation with a friend takes into account your mutual histories, non-verbal cues, tone of voice, and your implied understanding of that friend’s goals. By allowing technology to supplement real-time insights that an agent has about a customer, HGS Agent X – Contact Center AI facilitates a true customer relationship to deliver a memorable customer experience.
Contact Center Analytics
With the constant increase in communication channels and the volume of customer interactions, defining and automating the tracking of Key Performance Indicators (KPIs) has become critical to the success of a contact center. Tapping into the insights obtained from analytics ensures that the contact center delivers top-notch CX consistently.
Along with AI-powered solutions, intelligent knowledge management solutions, and customer 360 views, HGS Agent X – Contact Center AI provides ready-to-use analytics dashboards that monitor the performance of a contact center at an agent level, team lead level, and organization level. These call center analytics dashboards are updated in real-time to improve operational efficiency, quality, and workforce management.
Maximize Your Contact Center ROI With HGS Health Checks
We optimize your contact center processes, such as routing calls, drag-and-drop call flow designs, dialer configurations, etc., to manage your expenses better. HGS Health Check helps you understand how to maximize the benefits of your contact center through our proven methodology. We discover potential gaps, inconsistencies, and activities that may compromise your systems.
HGS Health Checks evaluates:
- Interactive Voice Response (IVR)
- Call Flows
- Disaster Recovery
- Quality Management Tools
- Autopilot Setup
- CRM Integrations
- Reporting and Analytics