Contact Center Analytics

Hyper-Personalize CX with Dedicated Data Scientists


Understand your customer on a whole new level with contact center analytics.

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Improving the customer experience starts with the right technologies and processes driven by meaningful insights.

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Simplify

omni-channel capabilities.

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Improve

agent knowledge and efficiencies.

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Understand

call drivers for decision making.

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Gain

deeper insights for selling opportunities.

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Achieve

success with HGS data scientists.

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Analytics software alone is not enough.


Combine state-of-the-art technologies with rich insights from HGS data scientists.

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  • Use an objective resource to interpret hidden trends.
  • Connect the dots across channels, products, and customer types.
  • Customize reports and dashboards for internal stakeholders.
  • Integrate new sources of data and AI technologies proactively.
  • Enable quality assurance resources to spend more time with your agents.

Analytics features

Contact Center Analytics Solutions

As artificial intelligence and machine learning continues to evolve, contact center analytics solutions are delivering hyper-personalized customer experiences. Here are some of the critical must-haves for your contact center:

Analyze customer calls to gain insights into customer issues and complaints.

Analyze written interactions to gain insights into customer needs and preferences.

Analyze customer feedback across multiple channels to identify trends and patterns.

Use historical data and statistical modeling techniques to predict future outcomes.

Use real-time dashboards to monitor and improve call center productivity.

Use agent productivity data to optimize and enhance workforce management.

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Unlock actionable contact center insights to better understand your customer.

At HGS, we offer an array of analytics solutions that utilize AI and machine learning to create hyper-personalized customer experiences.

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Case Studies with Real, Actionable Insights

Take the Leap

Book your free consultation with HGS to see how you can turn data into actionable insights.

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