Digital CX
Hyper-personalize your customer experience with contact center analytics
Improve agent efficiency and customer interactions with HGS data scientists
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.
Simplify
omni-channel capabilities
Improve
call center agent knowledge and efficiency
Understand
call drivers for decision-making
Gain
deeper insights for upsell and cross-sell opportunities
Achieve
success with the help of our data scientists
Meet with a data scientist
Analytics software alone is not enough
Combine state-of-the-art technologies with rich insights and recommendations from our data scientists and analysts.
- 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
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:
Speech analytics
Analyze customer calls to gain insights into customer issues and complaints.
Text analytics
Analyze written interactions to gain insights into customer needs and preferences.
VoC analytics
Analyze customer feedback across multiple channels to identify trends and patterns
Predictive analytics
Use historical data and statistical modeling techniques to predict about future outcomes.
Operational analytics
Use real-time dashboards to monitor and improve call center productivity.
Workforce analytics
Use agent productivity data to optimize and enhance workforce management.
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 contact center analytics solutions and as a service, utilizing AI to help access deeper insights for a hyper-personalized customer experience.
Driving real value with real, actionable insights
$50M+
Annual revenue generated 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
86.3%
First call resolution using call speech analytics
$130B Fortune 100 financial services corporation
25%
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
Venu Gooty
SVP, Digital Strategy and
Transformation
Based in Austin, Texas
With over 18 years of IT experience, Venu is helping global brands optimize their contact center operations to exceed rising customer expectations.
HGS is helping its clients become more competitive every day.
HGS combines automation, analytics, and artificial intelligence with high quality talent and deep domain expertise to achieve superior outcomes in the areas of digital customer experience, back-office processing, contact centers, and HRO solutions.
In finding the perfect balance of people and technology, we build our clients’ businesses for the future.
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