HGS Pulse Analytics Platform

CX executives are looking for answers to optimize customer journeys to create better, smarter, faster, and more frictionless customer experience. As per the McKinsey survey, 93% of the CX leaders still use survey as a primary means of measuring CX performance. Also, only 7% of the customer’s voice of the customer is shared with CX leaders.

HGS analytics platform aggregates discrete datasets across internal systems (Switch, Quality, Workforce, Survey, CRM), social (Facebook, Twitter, Instagram etc.) and survey data (Google, Yelp etc.) to provide a real time snapshot of the interaction volume and voice of the customer. The solution provides a single source of truth for operational leadership (COO/VP/Director, Managers, Team Leads and agents) with the appropriate levels of access for each group. The drill down capabilities provides insights around why customers are calling. The operational insights provide snapshots of agent performance and identify any gaps in the agent performance.

The solution leverages AI to monitor 100% of the interactions and combine structured and unstructured data (Voice, Email, Chat) to generate meaningful business insights that result in improved customer experience and reduced cost. This monitoring system also transforms the QA function from taking manual and subjective decisions to fully AI enabled automated data driven insights.

HGS Pulse benefits:

• Improve contact center productivity by 40% by automating the manual and repetitive tasks (measured by doing time over target study)
• Improve agent efficiency and team performance by 20%
• Improvement in NPS by 10% gained from deeper insights about the customer sentiment across different products and geographies. A one-point increase in CX score can translate into tens to hundreds of millions of dollars in annual revenue, according to research firm Forrester.
• Reduction in repeat contacts by 10%, hence reduction in call volume by 10%
• Improved agent efficiency by 10% due to automating manual tasks such as call categorization and summarization and due to improved coaching and performance management
• Reduction in manual QA effort by 50% by automating the quality function

Businesses are facing huge pressure to deliver increased revenue, improved margins, and improved profitability for shareholders. These businesses have realized that improving customer experience is key to achieving all three of these objectives.