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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2020 Best in Partnership award
Cloud Computing Excellence Award
TMC CX Innovation Award 2020

PULSE by the numbers

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

★ ★ ★ ★ ★

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

“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.”

“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.”

“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%.”

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
CX Analytics

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
HGS PULSE predictive analytics

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.