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.
HGS PULSE
Critical business intelligence for modern contact centers. Use contact center analytics to reduce costs, improve the CX, and increase operational 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.
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 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.
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.
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, 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.
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.