HGS Digital
HGS PULSE: Critical business intelligence for modern contact centers
Use contact center analytics to reduce costs, improve the CX, and increase operational efficiency
Data insights for smarter business decisions
Drive 40% or more improvement in reporting efficiency
HGS PULSE is an award-winning contact center analytics platform that provides a customized 360° view of your customers across channels.
By combining data sources such as workforce management, sales, and CRM, you get a single view into operational performance and customer insights.
PULSE by the numbers
HGS customers have seen the following results:
25%
Reduction of manual effort
20%
Improved agent compliance
25%
Improved NPS® and CSAT scores
8%
Reduction in repeat contacts
60%
Improved customer retention
Operational analytics
Manage your agents better
Tap into your contact center’s operational performance in real-time. HGS PULSE answers critical questions about agent and team performance with accurate, real-time updates and better operational insights for making business decisions.
- Operational metrics
- Workforce management
- Quality
CX analytics
Reduce customer friction
Aggregated data sets let you measure your customer journey across all customer experience touch points at once, including CRM, sales, HR, and marketing.
Voice of the customer analytics
Cut through the noise with AI-powered listening
Drill down into why customers are reaching out and what they have to say. We use AI and NLP (natural language processing) to capture every customer interaction on voice, email, chat, messaging, and social media. The near-real-time nature of our technology helps mitigate non-compliance or fraud issues and proactively addresses them.
Predictive analytics
Expect the unexpected
HGS PULSE helps you predict key metrics that will impact your business and provides actionable insights and recommendations to help you move forward with confidence, improving retention and revenue.
- Customer loyalty
- Customer churn
- Engine recommendations
- Customer attribution
Build the right solution for your business
We customize a comprehensive analytics solution based on your specific needs and business goals. Schedule a strategic call with an expert to build the right program for you.
