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
HGS Digital
Use contact center analytics to reduce costs, improve the CX, and increase operational 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.
HGS customers have seen the following results:
Reduction of manual effort
Improved agent compliance
Improved NPS® and CSAT scores
Reduction in repeat contacts
Improved customer retention
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.
Aggregated data sets let you measure your customer journey across all customer experience touch points at once, including CRM, sales, HR, and marketing.
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.
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.
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.