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News : HFS Research Ranks HGS in the Top 3 for Voice of the Customer in Survey

#contactcenterworld, @teamhgs, @hfsresearch

Chicago, IL, USA, March, 2019 -- Hinduja Global Solutions Ltd. (HGS), (Listed on NSE & BSE in India), a global provider in business process management (BPM), was ranked in the top 10 for three separate categories in the HFS Research Top 10 Front Office Customer Engagement Operations Services 2019 report.

HFS Research evaluated 23 business process management providers, with 300 reference clients, to create a comprehensive study of customer engagement operations services for buyers and potential buyers of outsourcing services. Among BPM providers, the independent HFS Research has ranked HGS as a top provider for:

Voice of the Customer
Vision and Go-To Market Innovation Capability
Customer Engagement Operations

HFS Research describes HGS as a digital customer experience thought leader, as HGS has been carefully developing digital customer experience capability and vision, and it is resonating well with their clients.

"HGS has taken a strong thought leadership approach to the customer engagement challenge of finding the right balance between automation, self-service, and traditional interactions," said Melissa O'Brien, Research Vice President, HFS Research. "HGS's investment in developing its DigiCX(R) capability and messaging to address this challenge seems to be resonating with customers, as evidenced by its number three placement in our Voice of the Customer rankings. When operational challenges inevitably arise, HGS team members roll up their sleeves, taking ownership in finding a solution."

Partha DeSarkar, Global Chief Executive Officer, HGS, explains the reason behind HGS's digital, partnership focus: "While clients hire HGS to address their immediate customer engagement requirements, ultimately they trust us to enhance their customer experience, led by value, insights and digital innovation they cannot provide from within. HGS strives to offer the right blend of digital and traditional interaction services and we are honored to be recognized in a list that is based on the feedback from 300 buyers of engagement services."

#contactcenterworld, @teamhgs, @hfsresearch

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About Hinduja Global Solutions Ltd.:
Company LogoA global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to 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 centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

About HfS:
Company LogoHfS Research is an analyst and global network for IT and business services, with a specific focus on global business services, digital transformation, and outsourcing.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - The 3 L’s

Read today's tip or listen to it on podcast.

Published: Tuesday, March 26, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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