HGS Introduces Streamlined Customer Engagement Solution

By CIOReview | Friday, May 13, 2016
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Partha DeSarkar, CEO, HGS

Partha DeSarkar, CEO, HGS

CHICAGO, IL: Hinduja Global Solutions (HGS) has announced the launch of its DigiTEXT service, a solution aimed at brands looking to improve their engagement via automated and live agent assisted text feature. The solution will cater to a contact center’s need for streamlined customer service capabilities by providing features that facilitate easy inter-channel pivoting from voice chat, web, or email to text and from text back at any point during a single interaction.

DigiTEXT addresses an organization’s need for a consolidated solution that seamlessly manages customer service enquiries, provides 24X7 customer support, and regulates the interaction at their convenience. The Live Agent Assisted Text Customer Service minimizes the need for agent-assisted support for trivial issues using text automation so that the live agent support can be made available for complex issues. DigiTEXT’s cutting edge channel-pivoting features alleviate a clients’ customer support phone volume ultimately resulting in improved first contact resolution of the client issues. HGS DigiTEXT leverages the HGS Digital Natural Assist (DNA), a knowledge management technology that plays a crucial role in unifying the customer experience across different channels.  

HGS provides a comprehensive suite of business process management (BPM) services that range from consumer interaction solutions to platform based back office services and digital enablement solutions. By focusing their efforts on data analysis to personalize customer interaction, HGS helps its clients increase their customer loyalty and drive business growth. According to Partha DeSarkar, CEO HGS, “Developing customer centric and innovative products and services is an ongoing journey at HGS. Solutions such as the Digital Assist Text keeps us in tune with our clients’ requirements, thus enabling flexible customer support experiences.”

With an extended clientele spanning across various industry sectors, HGS has helped a number of companies by leveraging its Customer Experience Management (CEM) solutions to increase productivity and efficiency. By focusing their efforts on data analysis to personalize customer interaction, HGS helps its clients increase their customer loyalty and drive business growth.