Contact center transformation


Customer experience is the catalyst for digital transformation

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Embracing the D-Suite: Disruption, Digital, Data and Design

Business is moving fast and customers even faster. When it comes to customer experience, you need to raise the bar. That’s why from touchpoint to technology, HGS Digital helps you transform creative disruption into competitive advantage. With our holistic, human-centered and data-driven approach to contact center transformation, we help to create your future in real time. Count on our end-to-end solutions to help your contact center become more fearless, frictionless and future-forward.

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What we do for contact centers

CX optimization

Maximize what matters to create memorable, omnichannel customer experiences.

Intelligent automation

Digitally transform customer interactions from automation strategy and business process re-engineering to AI-driven digitization.

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Cloud migration

Cut through the confusion to find cloud clarity. Our cloud experts help you implement a cloud strategy to achieve faster time-to-market and consistent ROI.

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Data + Analytics

Measure what matters, translating data into real-world results and compelling customer experiences.

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Digital CX

Create personalized and consistent omnichannel customer experiences throughout the customer lifecycle journey.

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The way we work

HGS Work Cloud™ — the future of work
The way work was meant to be

At HGS Digital, agility is at the core of our approach. We work at speed to execute, learn and iterate. We’re pioneering an agile, on-demand, reinvention of work with HGS Work Cloud™, a modern operational framework that ensures work is done the way it was meant to be: balanced, reliable, secure, and flexible.

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Our approach

Our CX Optimization methodology for contact centers leverages a proven 6-step methodology that helps businesses quickly analyze and identify areas for improvement leveraging process improvements and technology implementations.

Our expertise

When you partner with HGS Digital, you can count on working with our A team — a group of digital strategists and practitioners with deep experience in technology.

Contact center transformation team expertise

(100+ experts)

Challenges we solve for contact centers

Staying ahead of change requires building the capabilities and resilience needed to create contact centers for today’s complex world. Leveraging future-fit technology to solve our clients’ most complicated challenges is at the core of what we do.

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Automation Framework

Develop a comprehensive automation roadmap to transform the contact center encompassing people, processes and technology solutions.

Cloud Migration

Develop and implement a cloud strategy taking into account security and compliance standards and impact on people, policies and processes.

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Technology Assessment & Readiness

Evaluate technology needs and identify best contact center technologies to map to business goals.

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Workforce Transformation

Build a digitally-focused workforce to drive customer experience improvements and innovation.

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Data Analytics Strategy

Define a holistic data analytics program to measure customer insights that matter.

Automation ROI

Demonstrate return on investment for automation initiatives based on quick wins and contact center optimization.

We fast track your contact center transformation

Our suite of accelerators helps contact centers optimize operations, increase speed to market and ensure continuous value delivery.

Customer experience

  • Self-service portals
  • Conversational IVAs
  • Chat bots
  • Digital personalization

Customer insights & analytics

  • Operational analytics
  • Predictive analytics
  • Voice of the Customer analytics
  • Customer experience analytics

Agent

  • Agent assist AI bot
  • Video brand ambassador
  • Agent recruitment
  • Knowledge base solutions

Support team

  • Quality scoring automation
  • Helpdesk chatbot
  • Agent onboarding
  • RTA automation

Building strong partnerships

At HGS Digital, our clients depend on us to partner with them as trusted advisors to deliver uncommon results. Our strong partnerships with the world’s top technology providers ensures that we build path-breaking enterprise solutions, innovate rapidly and accelerate digital transformation.

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