Chicago, August 22, 2022: – HGS Digital LLC, a business unit of Hinduja Global Solutions Ltd (listed in BSE & NSE) announced today a partnership with Glance, the leader in human-to-human interactions in digital spaces, designed to personalize the omnichannel digital customer experience.
HGS Digital’s customer-first digital, data and intelligent automation solutions, combined with Glance’s Guided CX solutions, together remove friction from the customer journey, improving both agent productivity and customer satisfaction.
“Customer relationships flourish during personal, human-guided experiences. Combining great customer experiences with great agent experiences, alongside HGS Digital, lets us scale our capabilities, which in turn helps our customers scale revenue and reduce costs,” says Tom Martin, CEO at Glance. “Glance aligns with the HGS vision to leverage deeper insights that will ultimately remove friction from the customer experience. Our partnership unlocks the difference between a company that digitizes the customer experience and a company that digitally transforms the customer experience.”
Working inside a company’s existing CRM (Customer Relationship Management) or other agent console, like CCaaS or CPaaS, Glance can detect the customer’s presence on a website or in an app and allow agents to join them there, virtually, with just one click. Customers can use any digital channel they prefer to reach out to agents, which allows companies to custom-design frictionless guided customer experiences unique to their existing websites and mobile apps.
“Glance enables us to provide an unforgettable human plus digital experience,” says Venkatesh Korla, HGS Digital CEO. “Their technologies provide a guided Customer Experience that emphasizes collaboration and reduces friction across a customer journey – two things that HGS Digital is very passionate about.”
While Glance’s technology integrates seamlessly within any existing CRM platform, HGS’ Agent X – the cloud-enabled contact center solution that streamlines customer service agent workflow and interaction – will benefit greatly from the partnership. Through Agent X, agents are already able to resolve issues faster and share screens, but having the capability to navigate and explore alongside customers with Glance allows agents to redefine CX in a very personal manner.
About Hinduja Global Solutions (HGS)
A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. HGS combines automation, analytics, and artificial intelligence with deep domain expertise focusing on digital customer experiences, back-office processing, contact centers, and HRO solutions. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a “globally local” approach. Post the Healthcare divestment, HGS has around 18,800 employees across 34 delivery centers in six countries, making a difference to some of the world’s leading brands across verticals. For the year ended March 31, 2021, HGS had revenues of Rs. 55,889 million (US$ 753.9 million).
Visit https://hgs.cx to learn how HGS can help make your business more competitive.
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. As one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, they create a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – Glance transforms the customer experience for today’s business. For more information, visit glance.net.
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