Customer experience service provider HGS launches business continuity solutions

Customer experience service provider HGS launches business continuity solutions
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15 Apr, 2020

Customer experience solutions provider Hinduja Global Solutions (HGS), through the HGS Digital brand, has launched business continuity solutions to help client companies and their employees manage contact centres during the Covid-19 crisis.

Solutions such as DigiBOTs and Work@Home will help businesses manage call volume, reduce wait time and deliver customer services, while supporting employee needs, the Bengaluru-based company said in a statement.

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The DigiBOTs solution will help call centres by answering frequently asked questions on Covid-19, take and track messages for call-back if agents are busy and pivot phone calls to digital channels for resolution, the company said. It can also generate ready-to-work reports so decision makers can identify areas of need and respond to employee concerns.

Under DigiBOTs, the company said it also provides two pre-packaged solutions: heath screener bot and the crisis assistance solution.

The health screener bot aims to enhance its clients’ ability to connect with their employees to screen for health issues before reporting to work, it said. The crisis assistance solution leverages artificial intelligence (AI) to provide employees information on health benefits, medical leaves and other human resources topics, the firm added.

The Work@Home solution enables employees to conduct call centre tasks remotely, the company said. It ensures security through data encryption and device lockdown, it added.

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“Staying at home is critical to social distancing guidelines that are designed to help flatten the curve. With these work from home solutions, clients can keep normal call centre operations running smoothly while keeping employees and their families safe,” Venkatesh Korla, founder and CEO of HGS Digital, said.

The company reported a revenue of $689 million for the year ended March 31, 2019, the statement said.

HGS Digital provides services to the automotive and manufacturing, retail, banking, finance and insurance, healthcare, telecom, consumer electronics as well as travel and hospitality markets.