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.

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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.

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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

★ ★ ★ ★ ★

“I felt like an airplane passenger before. Now… I’m in the cockpit! I see the exact data I need when I need it.”

SanjayHead of Customer Services, Hisense

“I’m ecstatic about HGS PULSE. The portal is top-notch! I can get insights around product quality instantly without having to rely on others.”

Andre$8.6B annual revenue company with over 10K calls/month

“HGS PULSE helps me generate consumer insights and connects the consumer voice with the brand. The customized data stories help with making strategic, data-driven decisions.”

Hien$8.6B annual revenue company with over 10K calls/month

“HGS PULSE ingested 100% of all interactions to derive meaningful insights that led to a 25% reduction in first contact resolution (FCR). We automated QA forms and reduced manual effort by up to 40%. The associate coaching and performance management module enabled an increase in agent utilization by 15%.”

Soumen$737M annual revenue company with over 41,110 employees

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

Image composite of contact center and data prpesentation

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

Success stories

HGS PULSE case studies

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.

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

Global Headquarters: GHS, Bommanahalli, Hosur Road, Bengaluru – 560068

Registered Office: 171, Dr. Annie Besant Road, Worli, Mumbai – 400018, Maharashtra

CIN: L92199MH1995PLC084610

Online Dispute Resolution (ODR)