Digital CX

Hyper-personalize your customer experience with contact center analytics

Improve agent efficiency and customer interactions with HGS data scientists

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Gartner Magic Quadrant Leader award laurel
Transformation of the Year award laurel
Excellence in Customer Service award laurel
TMC-CX-Innovation award laurel
AI Breakthrough award laurel

Understand your customer on a new level

Improving the customer experience starts with ensuring you are implementing the right processes and technologies driven by valuable insights.

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omni-channel capabilities

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call center agent knowledge and efficiency

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call drivers for decision-making

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deeper insights for upsell and cross-sell opportunities

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success with the help of our data scientists

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Analytics software alone is not enough

Combine state-of-the-art technologies with rich insights and recommendations from our data scientists and analysts.

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  • Use an objective resource to see and interpret hidden trends
  • Connect the dots across channels, queues, products, and customer types to streamline operations
  • Customize reports and dashboards for different internal stakeholders
  • Proactively integrate new sources of data and new AI technologies as they arise
  • Enable quality assurance resources to spend more time with your agents

Analytics features

Must-have contact center analytics solutions

As artificial intelligence and machine learning continue to evolve, numerous contact center analytics solutions are available to brands for delivering a hyper-personalized customer experience. Here are some of the crucial ones that your contact center must have:

Analyze customer calls to gain insights into customer issues and complaints.

Analyze written interactions to gain insights into customer needs and preferences.

Analyze customer feedback across multiple channels to identify trends and patterns

Use historical data and statistical modeling techniques to predict about future outcomes.

Use real-time dashboards to monitor and improve call center productivity.

Use agent productivity data to optimize and enhance workforce management.

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What good is having a contact center analytics solution if it doesn’t unlock truly actionable insights that get you one step closer to fully understanding your customer? At HGS, we offer many contact center analytics solutions, utilizing AI to help access deeper insights for a hyper-personalized customer experience.

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Case studies with real, actionable insights


Annual revenue from cross-sell and upsell opportunities

$130B American multinational financial services corporation

24 SEC

Average reduction in call handling time

$60B American multinational consumer products company


First call resolution using call speech analytics

$130B Fortune 100 financial services corporation


Improved agent attrition

$60B Fortune 300 consumer goods company

Request a consultation

Don’t fly blind – the contact center analytics experts at HGS are here to provide the knowledge and support you need to make your company soar – informed.
Our no-obligation consultation will help your team:

  • Learn the basic level automated functionalities to help improve customer experience
  • Understand industry best practices and the flexibility of analytics
  • Appreciate the unparalleled value from derived insights to understand company performance
  • Realize the opportunity that awaits with derived insights
Photo of Venu Gooty

Venu Gooty

SVP, Digital Strategy and

Based in Austin, Texas

“Through proven analytics strategies and solutions, we can alleviate pressure on your agents while providing your customers with a world-class experience.”

With over 18 years of IT experience, Venu is helping global brands optimize their contact center operations to exceed rising customer expectations.