HGS Digital
Contact Center Intelligence (CCI) using AWS
Help your customers get the right answer fast with our AI solutions
We offer AWS Advanced Consulting Partner expertise
HGS, along with HGS Digital, is a global customer experience (CX) leader. As an early adopter of AWS technologies (since 2008), we have earned our stripes as an AWS Advanced Consulting Partner over many diverse projects. We have invested heavily in our AWS practice, and our consultants have advanced hands-on experience, best-practice methodologies, and recognized AWS training and certifications (see below) to help you maximize your ROI from AWS and put your customers first.
- Authorized Commercial Reseller
- AWS Solution Provider Program
- AWS Certified Solutions Architect – Associate
- AWS Certified Developer – Associate
AWS Contact Center Intelligence (CCI) is a set of integrated contact center partner solutions powered by AWS AI to improve the CX and accelerate operational efficiencies. HGS Digital offers solutions to allow maximum flexibility in your telephony infrastructure with minimum integration barriers.
HGS PULSE customer analytics platform
Accurate, real-time updates and better operational insights for making business decisions
40%
Client efficiency improvement
80
Hours saved per month
HGS PULSE uses a state-of-the-art, cloud-based data lake built on the AWS infrastructure. It is scalable for higher data volumes, serverless (pay as you use), and fully automated. The AWS components used for building the cloud-based data lake are S3, Lambda, RedShift, and Dynamo DB. Read more about HGS PULSE.
Quote
“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.”
— Existing HGS client ($8.6B annual revenue) and over 10K calls/month
Sales, marketing, and customer data analytics
This solution provides the ability to add external sales, marketing, and customer data sets for gaining access to underlying business insights and interaction drivers. We help you to understand customer behaviors and to identify interaction drivers, the impact of promotions, key sales metrics, and ways to save cost. The solution is built on top of the AWS cloud-based data lake and uses additional modules for reporting.
Customer analytics
- Volume by channel, brand, product, contact type, geographical distribution
- Customer segmentation
Sales analytics
- Total sales, refunds, canceled order cost, average sales value per order
- Revenue by customer, by channel, by month, by state
Survey analytics
- CSAT summary, surveys by channel, by month, by contact center location
- Perfect scores, issue resolution, agent courtesy, agent knowledge
Detractor analytics
- Detractor top call drivers
- Agent controllable versus noncontrollable
- NPS® trends by team leaders
- Top agent NPS®
AI-driven model to measure voice of the customer
Manual listening
- <5% of interactions and low accuracy
- Manual
- Same resources, same outcomes
- Subjective and lagging
Machine listening
- 100% of interactions and high accuracy
- Fully automated
- Constantly learns and better outcomes
- Objective and real time
Voice of the customer
Gain valuable insights from 100% of all customer interactions across channels.
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 voice of the customer solution helps mitigate non-compliance or fraud issues and proactively addresses them. The insights generated can be used to improve the CX and increase your revenue.
29%
Gap reduction between outbound and dropped calls
8%
Potential reduction in repeat contacts
20%
Improvement in agent compliance
40% – 66%
Overall CSAT improvement
Predictive analytics
HGS uses advanced analytics to generate insights related to customer loyalty, customer lifetime value (CLTV), reasons for churn, fraud analytics, and other recommendations. This solution leverages AI to predict the required business outcomes and get tangible ROI. This solution will help with improved customer retention and increasing revenue.
- Customer loyalty analytics
- Customer churn predictions and insights
- Fraud analytics
- Recommendation engines
- Customer attribution
The solution is built on top of the AWS cloud-based data lake. SageMaker is used as the machine learning infrastructure to train the predictive models. The models are then deployed as endpoints and integrated with the operational systems to gain benefits and insights.
The challenge: Call/email categorization and summarization by agents
Customer service agents spend considerable time on non-value-added activities that limits revenue generation opportunities. The average after-call work (ACW) is typically in minutes, and the majority of time is spent on coding and summarization. Sometimes agents have to review more than 600 codes (that keep changing) per interaction before coding, and this can be very confusing.
The solution: AI for automating categorization and summarization
HGS leveraged AI to automate call categorization and summarization so the process takes less than 10 seconds and saves valuable ACW time. The saved time can be used to make more calls or process more emails/ chats and thereby improve revenue. The employee experience (EX) improved significantly, as the agents avoid mundane and repetitive activities.
AWS components used
The key products used for creating the solution are Kinesis, Transcribe, and Dynamo DB.
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