News : HFS Research Ranks HGS in the Top 3 for Voice of the Customer in Survey
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."
Posted by Veronica Silva Cusi, news correspondent
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About Hinduja Global Solutions Ltd.:
A 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.
HfS Research is an analyst and global network for IT and business services, with a specific focus on global business services, digital transformation, and outsourcing.
Published: Tuesday, March 26, 2019
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