HGS PULSE
Contact Center Analytics
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 a contact center analytics software that uses contact center AI technologies to provide a customized 360° view of your customers across channels.
By combining data sources such as agent performance, workforce management, sales, and CRM, you get a single view of 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
Manage your agents better
Agent Performance Analytics
Tap into your contact center’s operational performance and the activities of your call center agents in real-time. HGS PULSE used AI-powered analytics tools to answer critical questions about the agent and team performance with accurate, real-time updates and better operational insights for improving agent productivity.
- Operational metrics
- Workforce management
- Quality
Reduce customer friction
Text Analytics and Speech Analytics
Aggregated data sets let you measure your customer journey across all customer experience touchpoints at once, including CRM, sales, HR, and marketing. HGS PULSE uses text analytics and speech analytics solutions to help you reduce customer wait times, resolve customer issues faster, and improve customer experience.
Cut through the noise with AI-powered listening
Voice of Customer (VoC) Analytics
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.
Expect the unexpected
Predictive Analytics
HGS PULSE helps you predict key metrics that will impact your business, your call center operations, customer service, and service levels. Using analytics solutions powered by artificial intelligence (AI) and machine learning, HGS PULSE provides actionable insights and recommendations to help you move forward with confidence, improving customer engagement, 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.
