HGS Launches New Contact Center Analytics Platform
Chicago, IL, USA, Oct., 2020 -- Hinduja Global Solutions (HGS) (listed in BSE & NSE), a global provider in business process management (BPM) and customer experience solutions, announced the launch of HGS PULSE, a new contact center analytics platform that provides business performance and customer insights using near real-time data. With access to predictive analytics and real-time information, contact center leaders can act proactively by predicting customer churn and loyalty, as well as better manage their workforce by tracking customer demand.
"HGS PULSE brings together disparate data sources into one single, accurate view of operations and customer insights," said Venkatesh Korla, CEO of HGS Digital. "This results in a 40 percent increase in customer reporting efficiency. Reports that initially took weeks to compile are now generated digitally, in real time with no manual intervention, freeing teams to spend more time analyzing and culling insights."
The platform uses predictive analytics and decodes the voice of the customer using artificial intelligence to pinpoint why customers are interacting with a brand, and predict which customers need additional support, resources, or escalated issue resolution. For example, if a financial services company needs to know how many customers are impacted by COVID-19 and need proactive help, they can easily do so with HGS PULSE.
"HGS PULSE provides clients with a comprehensive view of their customer and their contact center operations. The insights generated from HGS PULSE will help to improve the customer satisfaction and reduce the operational cost," said Yasim Kolathayil, Vice President of Data and Analytics, HGS Digital. "We have more than 250 common omni-channel KPIs integrated into HGS PULSE and the platform is used by 25 clients in North America. The platform has automated more than 500 manual reports and has saved more than 200,000 manual hours for HGS."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Monday, October 12, 2020
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