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HGS Digital helped us transform our contact center not just for today but for tomorrow, leveraging a modern approach to customer experience built on the right strategy supported by future-fit technologies and tools.”

National Commercial Bank, Jamaica Limited

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Discovery:

  • Current solution analysis including existing telephony, call volume, and telco.
  • Define and document business requirements for new solution.
  • Evaluate and optimize customer’s current business processes.
  • Define estimated cost; project timelines.

Set up your Discovery Engagement here

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  • Unique revenue cycle challenges created by COVID-19
  • Key drivers of wider adoption of revenue cycle automation
  • 4 action steps you can take now to leverage artificial intelligence
  • The 9 best use cases for revenue cycle AI

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  • Unique revenue cycle challenges created by COVID-19
  • Key drivers of wider adoption of revenue cycle automation
  • 4 action steps you can take now to leverage artificial intelligence
  • The 9 best use cases for revenue cycle AI

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The HGS advantage

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Expertise

20 years of proven success

Scalability

Capacity to fulfill both long-term and temporary projects

Training

Ongoing training, leadership, and development opportunities

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Industry Leader in Customer Satisfaction

The Net Promoter Score (NPS) measures customer satisfaction and loyalty.

Our highest
ranking
competitor
56

Logo of HGS Digital 86

Source: Customer Experience Matters. HGS Digital NPS score independently verified by AskNicely.com.

FAQs

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Mr. Anil Harish
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Ms. Bhumika Batra
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Mr. Yashodhan Madhusudan Kale
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Dr. Ganesh Natarajan
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Mr. Partha DeSarkar
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Mr. Sudhanshu Kumar Tripathi
Non-Independent, Non-Executive Director
Member
Name of Director
Category
Position
Mr. Anil Harish
Independent Director
Chairman
Ms. Bhumika Batra
Independent Director
Member
Mr. Yashodhan Madhusudan Kale
Non-Independent, Non-Executive Director
Member
Mr. Sudhanshu Kumar Tripathi
Non-Independent, Non-Executive Director
Member
Name of Director
Category
Position
Mr. Anil Harish
Independent Director
Chairman
Mr. Partha DeSarkar
Executive Director (Whole Time Director)
Member
Mr. Sudhanshu Kumar Tripathi
Non-Independent, Non-Executive
Member

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Selected partners – grid module

With expertise across all major platforms and partnerships with Oracle, Microsoft, Amazon, and SalesForce, we can help you select and/or implement the right content management system for your organization.

For this module, use logo images that have “selected-Partner-xxx.svg” words in the file name, they are all of the same width and height, with space around the logos, so they fit evenly in the grid. Suitable for 2-4 logos. Each logo can link to a page, be sure they link to the right places.

Selected partners – cols&rows module

With expertise across all major platforms and partnerships with Amazon, Oracle, IBM, and SalesForce, we can help you select and/or implement the right cloud solution for your organization.

For this module, use logo images that have “partner-xxx-color.svg” words in the file name. These logos have no space around logos, and of varying height. So it may be good to make the columns equal height  and align in the middle. But this module layout can accommodate flexible number of columns and rows. Suitable for a larger number of logos. Each logo can link to a page, be sure they link to the right places.

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Launching a data-led transformation initiative?

Our workshops can jump start your transformation initiatives. We offer a Data Engineering & Cloud Data Strategy workshop.

Book a workshop

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Need better data quality for your business?

Set it right the first time with the right data hygiene strategy, and make data-backed decisions. Learn from our experts at one of our workshops.

Schedule a consultation

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We have executed analytics engagements within organizations that support various functional requirements.

Marketing Analytics

  • Web analytics
  • Multi-channel analytics
  • Attribution modeling
  • Online behavioral analytics
  • Social media analytics, etc.

Customer Analytics

  • Customer 360 view
  • Customer Lifetime Value (CLTV)
  • Churn analysis
  • Channel analysis
  • Store traffic analytics, etc.

Financial Analytics

  • Flash reports / visualizations
  • Sales & margin analytics
  • Weather impact on sales/traffic
  • Fraud analytics
  • Risk & failure analytics, etc.

Operational Analytics

  • Call center analytics
  • Quality analytics
  • Compliance
  • Capacity utilization
  • Pricing analytics
  • Product analytics, etc.

HR Analytics

  • Attrition analytics
  • Hiring / onboarding analytics
  • Workforce analytics
  • Performance analytics, etc.

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Column one header

  • Business readiness assessment
  • Cloud portability analysis
  • Cloud model evaluation (IaaS, PaaS, SaaS, private vs public vs hybrid cloud)
  • Vendor evaluation

Column two header

  • Architecture design
  • Inbuilt tools and methodologies, as-needed development
  • Migrate workloads (applications, databases, content), testing and go live

Column three header

  • Data/application governance and security/compliance
  • Post-migration testing
  • Patching, upgrades, and other enhancements

Column three header

  • Data/application governance and security/compliance
  • Post-migration testing
  • Patching, upgrades, and other enhancements

Column three header

  • Data/application governance and security/compliance
  • Post-migration testing
  • Patching, upgrades, and other enhancements

Client background

This large U.S. consumer electronics company specializes in home entertainment for the modern, connected customer. In late March 2020 with the COVID-19 pandemic in full force, customer experience underwent a pivotal shift when many businesses moved their operations to a home-based model.

The solution

HGS Work@Home was brought in to drive significant cost-containment, better workforce management, and faster ramp-up and reaction time to the client’s changing business needs.

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Planning

The client’s digital team helped put together a thorough understanding of the requirements. In order to replicate the on-site experience for the agents, integrating the customer CRM into the solution was key.

Solution

HGS Digital recommended a cloud solution rather than trying to connect agents to an on-premise system, suggesting tech giant Twilio for the cloud telephony solutions. With the need for fast execution, Twilio was the obvious partner of choice, offering:

  • A customizable and programmable contact center platform
  • Quick turnaround time in setup
  • Ability to provide omnichannel integration
  • Proactive conversations through automation
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Execution

Moving to the cloud required identifying access points, leveraging Twilio’s cloud telephony system, and connecting the system to the client’s on-prem CRM. Several systems and tools were pulled in so that the agents could enjoy the same experience at home as they had in center. Key points of testing and security were handled through Twilio’s secure integrations.

The project began as a three-month pilot with 25 FTEs. Since this was the first time agents would be working from a virtual environment, they attended virtual training via an online collaboration platform. Equipped with HGS-provided desktop computers and headsets, the agents began answering customer service inquiries fast, while competitors were struggling to meet volume and demands due to pandemic restrictions.

New Setup (including CRM integration)

On PremiseOn Cloud
4-6 weeks 3-5 days

Results

HGS Digital and Twilio exceeded the client’s expectations by helping the agents rapidly transition from an office to a home setup, while continuing to provide expert technical support to customers. Quick planning, stable infrastructure, telephony integration with Salesforce, and specific metrics reporting all contributed to the following successful results.

27 daysturnaround with contractual additions including cloud and CRM migration

$50Ksaved on telco moving from on-prem to cloud

85+%CSAT consistently met or exceeded

$184Ksavings annually since migrating to cloud

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Latest news and insights

01 – NEWS – All posts slider module

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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.
data-analytics-customer-experience

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.
data-analytics-customer-experience

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.
data-analytics-customer-experience

How do I leverage data for better customer experience?

Consumers are providing brands with more personal data than…
Improve Customer Experience Using Marketing Automation
medical billing and coding

5 Provider Coding Myths, Debunked

Over the past 18 months, healthcare providers have grappled with historic cost and care challenges. The COVID-19 pandemic has increasingly forced providers to assess new areas of transformation to unlock operational value and cost efficiencies.
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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
intelligent robotic automation

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
new healthcare law

Health plan guidance: 3 essentials for no-surprises Act compliance

In recent years, the healthcare industry has increasingly…
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Webinar | Social determinants of health: Impacting highest-need populations

Donna Martin SVP Healthcare Business Developme…

The human side of healthcare analytics

A recent study by Tempkin Group showed when individuals have a positive emotional association with a specific brand, they are 8.4 times more likely to trust the company, 7.1 times more likely to purchase more and 6.6 times more likely to forgive a company’s mistake.
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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
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Texas Association of Health Plans

Austin, TX
November 8-10, 2021
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HFMA annual conference

Minneapolis, MN, and online
November 8-10, 2021
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ACAP CEO Summit 2021

The Capital Hilton
Washington, DC October 28-29, 2021
Chatbot,Assistant,Conversation,,Ai,Artificial,Intelligence,Technology,Concept.,Casual,Business
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Special Needs Plan Alliance 18th Annual Fall Forum

Location: Virtual
October 25-26, 2021
Smiling agent looking up

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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California Association of Health Plans annual conference

San Diego, CA
October 11-13, 2021
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CIO Digital Summit – Capitalizing on new influence

Online
September 27-29, 2021
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AI-workplace-safety

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
covid vaccine bandage
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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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Three ways healthcare engagement models differ from other industries

Healthcare engagement models differ from other industries in three ways: compliance needs, customer types, and org structures. A BPO can assist in minimizing differences to truly put customers first.
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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.
Image of a person surfing on the social media

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…
Image three people wearing masks and discussing COVID vaccine
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A cloud figure on top of a blue circuit board background

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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Woman who needs a data center of excellence moves graphs and images around on a large glass screen
Man thinks about automation strategy with images of maps, data, digital icons superimposed on image" tit
robot and human shaking hands

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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Image of Cloud Strategy whitepaper cover
woman in toothpaste aisle

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.
Image of a contact center agent working from home

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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Image of a doctor holding a mobile phone
746441548

For better RCM, prioritize people and track with technology

Proper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.
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Image of a man on the phone

Preventing and appealing clinical denials with analytics, automation, and AI

U.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.
Image of a consulting team analyzing HR data
A group of individuals at a white board brainstorm about the need for a customer data platform

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.
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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.
image of a doctor greeting her patient at a tele-visit

COVID-19 and healthcare: 3 areas of market focus

COVID-19 has heightened the focus on optimized provider data management, utilization management, nurse triage, and telemedicine for payers and providers, both during and after the pandemic subsides.
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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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A COVID-19 update from our company’s consulting physician

Throughout 2020 and as we plan for 2021, HGS has trusted the…
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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.
HGS_2020_CX_Trends_UK
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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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Member experience: Never a better time for digital enablement

Health plans are all too familiar with the challenges of member…
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Automation Anywhere Award
Young female call center agent answers customer inquiries on a laptop from home

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
Bronze 2020 Stevie Winner for Women in Business
2020 Best in Partnership award
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ECCCSA Awards Finalist 2020
ECCCSA Awards Finalist 2020
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IAOP Impact Sourcing Champions

4 ways that healthcare systems can manage denied claims

Healthcare systems can better manage denied claims by investing in the front office, improving coding and documentation with technology, improving denial turnaround times, and developing distinct workflows for denials and rejections.
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Silver Stevie Award
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Healthcare customer engagement: Charting an empathetic experience

At the heart of all great customer engagement strategies is empathy – especially in healthcare. COVID-19 has created an opportunity for a CX reset that fully recognizes customer emotions.

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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2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
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Training Magazine Top 125 Award

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Instahiring Trailblazers Award 2020
Customer Fest Leadership Awards 2020
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Headless CMS bridges the cross-channel chasm

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