Global Locations

HGS India


Smarter customer experiences. Better business process optimization.

Gold Hill Square Park, #690,
Bommanahalli, Hosur Road,
Bangalore. Karnataka PIN – 560068

DLF Cyber City,
Block -1, APHB Colony, Plot No, 129 -132
Gachibowli Hyderabad, Andhra Pradesh – 500019

Tower 1, Navi Mumbai, Maharashtra-400705

Tower 3, Navi Mumbai, Maharashtra-400705

32 Corporate Avenue,
Unit No. 5A. Paper Box Road Village Gundavali, off Mahakali Caves Road, Opp Steel House
Andheri East, Mumbai, Maharashtra-00093

Qubexpro, V.Mall, No.10-27-2/4,
Facor Layout, Kailashmetta Waltair Uplands,
Vishakhapatnam, Andhra Pradesh –530003

Latest news and insights

Is your CX feeling the squeeze?

Is your CX feeling the squeeze?

The cost-of-living crisis puts additional pressure on the CX industry, which has already been hit hard by the pandemic. How we react to this – and ultimately re-emerge following it – will be reliant on strong people, processes, and an unwavering focus on CX. Strong partners focused on nurturing employees may help to weather the “perfect storm.”
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Winning Technology of the Year: Assisting drivers in distress

In recognition of our human-centric bot, Axle™, HGS has been named a winner for Technology of the Year in the 2022 Excellence in Customer Service Awards. With real-time tracking, notifications, customer reviews, and real-time engagement, Axle™ works quickly and efficiently to get stranded drivers back on the road.
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Beyond the CX: The total experience (TX)

A total experience (TX) ensures the goals of all stakeholders, through all channels and interfaces, are met during an engagement. Leveraging technology, putting employees at the heart of the TX, and journey mapping for everyone are logical steps towards a TX.
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Adult daughter giving mother a gift

Mother’s Day gift personalization

Even the smallest bit of personalization drives consumer engagement, delivers greater efficiency behind marketing spend, and ultimately grows revenue. And you may already have some personalization tools in your arsenal. Personalization, for example, can help you find the perfect gift for Mom this Mother's Day.
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Building better chatbots: 7 key considerations

Implementing a chatbot is definitely not a once-and-done affair. Monitoring users’ evolving needs, creating a vision, iterating, and leveraging analytics ensures your chatbot reaches its maximum potential.
A person is interacting with a ChatBot on his mobile phone.
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Digital transformation: Perspectives from HR

An HR executive answers a few questions and shares tips to shed light on digital transformation timing and preparedness from the people perspective.
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Vying for — and winning — an agent’s time, attention, and loyalty in a gig economy

A mix of in-house and external talent with gig-style staffing models can infuse new energy and flexibility into many contact centers. However, when a gig worker has several companies demanding their time and attention, employers essentially compete for loyalty and engagement. This blog gives tips on becoming an employer of choice in the gig economy.
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The DIY era of CX: Solving with self-help and agent assist

The last time you needed customer service, did you immediately…
IAOP award 2022

Retail-ready: 5 non-voice CX solutions to deflect high call volume

Concerned retailers are feeling the impact caused by recent…
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CMS wire
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18th Annual Customer Contact East – A Frost & Sullivan Executive MindXchange

Location: Ft. Lauderdale, FL
Dates: April 3, 2022 - April 6, 2022
Execs In The Know Events

Consumer Response Summit

Location: Clearwater, FL
Dates: Mar 28, 2022 - Mar 30, 2022
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Remote Is on the Rise: Embracing Work-at-Home Jobs
CII Award
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Tim Ash
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Roundtable recap: A few highlights on creative contracting and digital transformation

HGS recently participated in a virtual roundtable discussion…
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Make way for the metaverse: Plan now for the new CX universe

The emergence of the metaverse allows brands to create increasingly personalized and meaningful customer experiences, requiring organizations tol pivot from being merely digital-first to becoming truly virtual-first.
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Tech or treat: Top tricks for digital transformation

When it comes to digital transformation, it’s no wonder that…
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Cloud Computing Excellence Award
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How do I operate effectively in a remote environment?

Today's contact centers must adapt to a new remote environment to support both employees and customers.
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How do I resolve high call volumes?

Today’s contact centers are turning to AI and machine learning solutions to manage peak call volumes and allow workers to focus on those tasks that matter the most.
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Why SageMaker for AI driven organizations

A staggering 72% of organizations that began artificial intelligence (AI) pilots before 2019 have not been able to deploy even a single application in production. And yet enterprises of all sizes confirmed that they because of COVID-19.
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How do I transition my contact center to the Cloud?

An increasing number of organizations are moving their contact center to the cloud to catapult customer experience into the future with advanced, tech-driven solutions.
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How do I improve my contact center performance?

Leveraging automation for repetitive tasks can help today's contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.
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How do I leverage data for better customer experience?

Consumers are providing brands with more personal data than…
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Improve Customer Experience Using Marketing Automation
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Webinar | Optimize your omni-channel personalization strategy

Donna Martin SVP Healthcare Business Developme…
Automation insight 1
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Webinar | CX survival strategies to leverage new buying behaviours

Donna Martin SVP Healthcare Business Developme…

Automation helps employers grapple with fallout of “Great Resignation”

As organizations grapple with the fallout of a flood of employee resignations, they are focused on leveraging automation to reduce dependencies on employee institutional knowledge
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Boost your digital workforce with Intelligent Document Processing

Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.
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How to support ADA website compliance: 10 top design tips

According to the CDC, one in four adults in the United…
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Summer of CX

Webinar | Summer of CX: AI, analytics, and cloud

Donna Martin SVP Healthcare Business Developme…
IAOP Excellence in Strategic Partnerships award
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Transformational CMO

The Biltmore Miami
Miami, FL
November 17-18, 2021
The Four Seasons Hotel in Denver, CO

Digital enterprise CIO transformation

The Four Seasons
Denver, CO
November 17-18, 2021
Chatbot,Assistant,Conversation,,Ai,Artificial,Intelligence,Technology,Concept.,Casual,Business
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The future of work: 5 key insights from CX industry experts

Over the last 15 months, we’ve witnessed organisations pivot…
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CX Exchange BFSI

Intercontinental Miami
Miami, FL
October 12-13, 2021
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CIO Digital Summit – Capitalizing on new influence

Online
September 27-29, 2021
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Get a grip: Prevent slip-and-falls with AI-powered solutions

Many manufacturers are turning to artificial intelligence (AI) solutions to provide a more reliable way to not only identify, but mitigate workplace injuries such as slip-and-falls as they occur in real time.
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Invest Northern Ireland and HGS
Bringing CX to Health Insurance
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Philippines contact center agents quickly transition to home operations with great results

As the COVID-19 pandemic intensified around the world in March…
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Social media playbook: 7 steps to supercharge social customer care

Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
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Bringing service to the client: Why a social contact center is essential for modern customer service

More than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.

Creative contracting models beyond FTE in the digital era

As brands transform and move to an increasingly digitally led…
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HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services

HGS Digital is partnering with Twilio, the leading cloud…
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10 factors in selecting an automation partner

Automation projects can be completed in house, by reputable third parties, or a hybrid. Sometimes third parties have stronger technical chops, experience and methods, cross-functional understanding, and objective point of view. Learn what to look for in a third-party automation partner.
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Customization for your customers: 5 hyper-personalization trends for 2021

Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.
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Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech analytics tools are not just for understanding customers. Use these technologies to gauge employee satisfaction, detect fraud, measure quality (of agents and work-at-home connectivity), ensure compliance, and more.
Chatbot,Assistant,Conversation,,Ai,Artificial,Intelligence,Technology,Concept.,Casual,Business

Boost CSAT, ESAT, retention, and savings with a Modern CX approach

According to a 2020 Walker study, the top business priority for…
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IAOP award 2021
HGS Bridgetowne Building
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Ready to modernize your contact center? Assess trends with care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.
image analytics

Become a better business detective with image analytics

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.
2020 in review

HGS’s 2020 highlights: Achievement amidst adversity

In 2020, the COVID-19 world health crisis impacted nearly every…
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10 creative ways to leverage advanced analytics

Today’s companies are constantly flooded with loads of valuable…
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Turn Work@Home into on-demand with agent self-scheduling

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.
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Preparing for the post-pandemic rise of digital nomadism

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.
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automation in the enterprise

Who owns automation in the enterprise?

If we look at the CEO mandate in most annual reports, there…
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HGS focuses on giving during holiday season

“If you want to go fast, go alone. If you want to go far, go…
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Automation Anywhere Award
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A self-sufficient staff: 5 tips for recruiting work-at-home employees

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.
TMC CX Innovation Award 2020
Cloud Computing Excellence Award
2020 Best in Partnership award
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ECCCSA award Finalist
ECCCSA award Finalist
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Silver Stevie Award
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Accelerating AI during COVID: Getting more bang from your bots

Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.
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ISG Index Booming 15 Sourcing Standout
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Evaluating retail CRM whitepaper cover image
Transforming Marketing whitepaper cover image
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Enterprise mobile strategy whitepaper cover image
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Excellence in Customer Service Award 2020
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2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
2021
Training Magazine Top 125 Award

2020 Training Top 125

IAOP award 2020
A person is looking at his tablet visibly happy with the customer experience.

Cognitive contact center: Using AI to improve the customer experience

Cognitive contact centers use artificial intelligence (AI) to…
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Instahiring Trailblazers Award 2020
Customer Fest Leadership Awards 2020
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Webinar | CX trends 2020: The state of the industry

Donna Martin SVP Healthcare Business Developme…
HGS_2020_CX_Trends_UK
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Webinar | How to launch a successful work from home program

Donna Martin SVP Healthcare Business Developme…
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Webinar | How to deliver EPIC social media engagement at scale

Donna Martin SVP Healthcare Business Developme…
HFS top 10 feature images
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Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel…
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How to choose the right cloud service provider for your organization

A CIO's guide for choosing the right cloud services provider.…
Social  Media

Best-in-class social media customer care: What our experts want you to know

Are you harnessing the benefits of your social media customer…
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Modern outsourcing Is driven by insight and partnership – Not cost!

If I was paid a £ for every time “reduce cost” was the answer…
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Why leverage cloud and how to get rolling

To keep up with the demands of organizations’ ever-changing…
robot

Can companies continue to price services using FTE and headcount?

By Graham Brown, Chief Sales and Marketing Officer, HGS Europe How…
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What is hyper-personalization?

Hyper-personalization is the marketer’s agenda in 2018. Hyper-personalization…
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9 Steps to defining an enterprise mobile strategy

With mobility now becoming an essential element of personal and…
Chatbot,Assistant,Conversation,,Ai,Artificial,Intelligence,Technology,Concept.,Casual,Business

Combining bots and brains to transform CX: Your questions, answered

2017 is the year of collaboration between man and machine to…

Newest success stories

Case studies of how we make our clients more competitive every day

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