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News : HGS Commitment to Optimizing CX Earns Top Honors for Best Outsourcing Partnership

#contactcenterworld, @teamhgs, @team_hgs

Chicago, IL, USA, July, 2017 -- Hinduja Global Solutions (HGS), (listed on NSE & BSE in India) a global provider in optimizing customer experience (CX) to drive business results consistently for its clients, received a Gold award for Best Outsourcing Partnership for the third consecutive year at the 2017 Contact Center World Americas Awards. The annual awards competition is hosted by ContactCenterWorld.com. Honorees from North and South America gathered in Orlando, Florida, on June 20-23, 2017 to celebrate the top-ranking performers in the outsourcing industry.

"We are honored to be recognized by one of the world's largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology," said Andrew Kokes, Global Head Marketing. "At HGS, our core focus is to provide the best customer experience by applying a simple design thinking methodology and always putting ourselves in the shoes of the consumer. We believe in transforming standard industry approaches, in delivering significant outcomes for our clients' bottomlines, and helping customers get to the right answer, fast."

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Integrating Bots & Brains:

In addition, HGS also received a Gold award for Best Use of Self-Service Technology for the second consecutive year with its integration of bots and brains. HGS has been helping major clients transform their traditional call center approach to a Unified CX Strategy(R) with DigiCX(R) solutions that lead with self-service. This integration of bots – automation, artificial intelligence – and brains – human agents – significantly enhances the customer experience. HGS's self-service solutions are designed to empower consumers to Get the Right Answer Fast. The solution has built-in analytics that identify the top call drivers, enabling HGS to create how-to videos and improve the FAQs to better support customer inquiries.

"Our self-service solution is based on a Smart Channel Selector algorithm, which is intelligent in offering the right type of channel based on customer issue type," said Parikshit Kalra, SVP, Solutions and Capabilities. "This increases the probability of first contact resolution and customers do not have to keep shuffling between different channels. Based on this strategy, we are delivering an average 20 percent call volume deflection and 97 percent resolution rate. This is a key differentiator for us to compete in the industry."

Contact Center World is the premier organization for contact center industry professionals to learn about best practices and meet other talent in the field.

The 2017 Top Ranking Performers Awards saw a total of 14 different nations from across the EMEA region participate in the awards. Contact Centre World is the World's largest Contact Centre Association with over 185 000 members in 200 countries. Established in the UK in 1999, ContactCenterWorld.com helps professionals and companies through training, education, best practice conferences, awards and engagement measurement tools for customers and staff. ContactCenterWorld.com will be hosting its global best practice conference and awards in October. This event will take place in London and will see at least 25 nations worldwide participate for global honours.

#contactcenterworld, @teamhgs, @team_hgs

Posted by Veronica Silva Cusi, news correspondent
Source: HGS


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.
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About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Crazy But True!

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

Published: Monday, August 14, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

3.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

4.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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