BURLINGTON, MASS – September 23, 2020– HGS Digital LLC, a business unit of Hinduja Global Solutions Ltd (listed in BSE & NSE), today announced that it has partnered with Zappix, the leading Visual IVR and Customer Self-Service Solutions provider to bring modern automation and innovation to contact centers.
Fast, intuitive, and effective Zappix customer self-service experiences further enhance the frictionless customer experiences HGS Digital delivers with its suite of products and services. With a deep understanding of people and technology as well as business processes including collections and proactive customer care, HGS Digital empowers its customers with intuitive, automated solutions that leverage Zappix capabilities.
“We are thrilled to be partnering with Zappix to enhance the consumer journey via their mobile self-service technologies. Their platform combined with HGS Digital’s CX expertise allows us to provide our clients with personalized and consistent omnichannel customer experiences” said Jayme Kiester, Vice President of Channel Partnerships
Businesses using the combined innovation of HGS Digital and Zappix benefit from:
- Efficient self-service customer service channels, reducing the number of calls reaching live agents
- Improved customer experience (CX) through easy to use, visually appealing self-service solutions with faster resolutions
- Reduced in-queue waiting time allowing more bandwidth for agents to focus on complex calls leading to better customer satisfaction
- Reduced Average Handling Time (AHT)
- Automation of payments and collection of other personal sensitive information, aka Payment Bots
“We’re glad to work with HGS Digital delivering the innovative, easy to use, self-service solutions modern consumers demand,” said Yossi Abraham, Zappix President. “Zappix digital and visual solutions are becoming an important component of businesses’ digital transformation and HGS Digital is at the forefront of these efforts.”
Through this partnership, Zappix will help HGS Digital clients implement new, visual solutions for modern customer service and contact center interactions. Clients in the HGS Digital ecosystem have long benefitted from its expertise in technology-powered services in automation, analytics, and digital combined with thorough domain expertise. Now, these clients will experience the benefits of Zappix technologies as well.
Zappix delivers On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement, and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact center interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.
The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue-generating use-cases.
To learn more about Zappix, go to www.zappix.com
About HGS Digital
HGS Digital helps transform businesses into digital Customer Experience (CX) innovators by combining deep domain expertise with an understanding of how people interact with technology. HGS Digital creates frictionless digital experiences that solve business problems and improve customers’ lives by tapping into its global team of more than 750 leading digital marketers, strategic thinkers, data innovators, user-centric designers and technologists across the US, UK, India, and the Philippines.
Specializing in a technology-agnostic approach, HGS Digital’s customer-first digital, data and intelligent automation solutions help leading brands around the world improve customer engagement, optimize operations, reduce cost and increase revenue. As the digital experience and transformation brand of Hinduja Global Solutions (HGS), HGS Digital delivers leading-edge CX solutions for a wide variety of markets including automotive and manufacturing, CPG, retail, banking, finance and insurance, healthcare, telecom, consumer electronics, the public sector, and travel and hospitality.
Visit https://www.hgsdigital.com/ to learn how HGS Digital can help make your business more competitive.
About Hinduja Global Solutions (HGS):
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 41,110 employees across 59 delivery centers in seven countries making a difference to some of the world’s leading brands across nine key verticals. For the year ended 31st March 2020, HGS had revenues of US$ 737 million.
Visit https://hgs.cx/ to learn how HGS can help make your business more competitive.