Contact Center Intelligence (CCI) using AWS


Help your customers get the right answer fast with our AI solutions

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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

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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.

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“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.

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Customer analytics

  • Volume by channel, brand, product, contact type, geographical distribution
  • Customer segmentation

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Sales analytics

  • Total sales, refunds, canceled order cost, average sales value per order
  • Revenue by customer, by channel, by month, by state

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Survey analytics

  • CSAT summary, surveys by channel, by month, by contact center location
  • Perfect scores, issue resolution, agent courtesy, agent knowledge

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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

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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
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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.

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29%

Gap reduction between outbound and dropped calls


8%

Potential reduction in repeat contacts


20%

Improvement in agent compliance


40% – 66%

Overall CSAT improvement

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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.

Read more about our Predictive and Cognitive Analytics.

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.

Call center workflow diagram

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.

AI-powered call center workflow

AWS components used

The key products used for creating the solution are Kinesis, Transcribe, and Dynamo DB.

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