HGS rolls out platform to generate customer insights in real time

HGS rolls out platform to generate customer insights in real time
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9 Oct, 2020

Hinduja Global Solutions (HGS) on Thursday launched a contact centre analytics platform to provide business performance and customer insights data in near real time.

The platform, dubbed HGS Pulse, is expected to bring a 40% increase in customer reporting efficiency, a statement said.

Venkatesh Korla, CEO, HGS Digital, said: “HGS Pulse brings together disparate data sources into one single, accurate view of operations and customer insights. 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 artificial intelligence to predict customer behaviour, understanding their interactions with brands, need for additional support, resources and escalated issue resolution. For instance, if a financial services company needs to know how many customers are impacted by Covid-19 and requires proactive help, they can do so through the platform.

Yasim Kolathayil, vice president of data and analytics, HGS Digital, said: “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 saved more than 2,00,000 manual hours for HGS.” 

Key features of the product include data integration from multiple platforms, reduced operational costs by eliminating manual reporting and tonnes of resources needed in between, while its single portal platform facilitates transparency and better client-vendor and cross-departmental communications. The platform, the company said, is available free of charge to all HGS customers.

HGS is a global leader in business process management (BPM) and optimising the customer experience lifecycle. It combines technology-powered services in automation, analytics and digital with domain expertise, focusing on back office processing, contact centres and HRO solutions.  For the financial year 2019-20, HGS reported revenues of $ 737 million.