Company: Hinduja Global Solutions, Bengaluru, India
Company Description: Hinduja Global Solutions (HGS) global leader in optimizing the customer experience lifecycle, digital transformation, business process management, and digital media ecosystem, HGS is helping its clients become more competitive every day.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New
 Nomination Title: Supercharge your contact center solution with HGS Agent X
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 281 words used.
HGS Agent X™ is a set of pre-built automation accelerators, designed to speed up implementations of common contact center platforms with standardized modules, improve agent retention by reducing the cognitive load on frontline staff, and reduce operating costs with shorter training times and reduced handles time in one easy-to-use system:
- AI Co-pilot and Automation
- Real-time ‘Live Assist’ function for predictive, fast responses
- ‘Smart Actions’ to eliminate repetitive tasks
- Real-time speech and text transcription & sentiment analysis (positive, neutral, negative) to aid in decision making (continued interaction versus escalation)
- Smart knowledge management and real-time knowledge assist
- Integrated ChatGPT and other forms of generative AI functionality
- 360 Degree Customer Profile
- Single, unified tool helping to reduce multiple screens and improve response time
- Contextualized insights to personalize the on-going interaction
- Leverages intelligence to optimize operations and its performance
- Enables agents to quickly navigate and resolve customer’s specific requests
- Insights
- Interactions Intelligence to derive actionable insights
- CSAT (customer satisfaction) and ASAT (agent satisfaction) based on customer and agent interaction
- Automated quality analysis and checks
- Best-In-Class Analytics
- Team and agent performance
- Organizational analytics and operational insights
HGS Agent X™ benefits include the ability to transform:
- Productivity, sales, and bottom-line results
- Processes for onboarding, engaging, and retaining contact center agents
- Insights to power data-driven business decisions
- Employee and customer experience
More than a tool for improving CX, Agent X also serves to enhance the agent experience through myriad functions aimed at improving job performance, including the extensive on-demand knowledge base and gamified incentivization for expanding job proficiency.
Through at-the-ready access to tools and information, Agent X additionally contributes to overall contact center agent satisfaction and, ultimately, retention as well as increase brand loyalty for the end customer.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
In this nomination, we want to nominate HGS Agent X, a cloud-based contact center AI accelerator that allows enterprises to quickly deploy scalable and flexible contact centers. This tech-agnostic interface that is powered by Artificial Intelligence (AI) offers over 300 out-of-the-box integrations and highly customizable solutions that are secure and scalable. HGS Agent X has a programmable API framework and provides fully managed support.
HGS Agent X was launched on February 1, 2023, with subsequent versions incorporating additional features released over the past year. HGS Agent X works as a great solution for agents, helping them respond faster and intelligently, eliminating the need to perform repetitive tasks by implementing automation. Not only does this reduce the average handling time by quickly helping the agents find the right solutions via real-time assistance, but it also reduces the after-call work (ACW) through session summary notes powered by speech analytics that compile all the conversations that the agents have with the customers.
HGS Agent X creates a positive frictionless experience for customers by proactively anticipating customer requirements and needs and quickly coming up with personalized solutions for their problems. As a result, call durations and hold times are lower.
Agent X also includes sentiment analysis that enables the calls to be escalated based on the sentiment of the customers. Overall, HGS Agent X, as a contact center accelerator, helps maintain a positive brand sentiment. It helps businesses by improving operational efficiency and supporting customer representatives across various channels.
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 320 words used.
Case 1
Auto shopping site lowers Average Handle Time (AHT) by 15% with Agent X adoption.
Car listing company shifts to a marketplace model with vendor listings and focuses on car auctions. HGS introduces the HGS Agent X platform, leading to operational improvements and higher agent engagement in the digital transformation journey.
The business challenges:
- Lengthy handle time and slow access to information
- Team lead answering same queries repeatedly
- Room for cross-sell and upsell opportunities
Solution
- Deployed HGS Agent X and productivity tools such as Knowledge Base and Ideas
- Increased personalized CX using Customer 360, Agent Assist, and Smart Action features to better upsell and cross-sell
- Captured legacy knowledge to reduce repeat of queries answered by team lead
Impact
- 10-15% reduction in AHT
- 1,100+ knowledge queries captured within 3 months
- 50+ ideas generated by agents from transactions, leading to higher sales and multiple operational improvements
Case 2
North American Telecom enhances CX with generative AI, retaining agents by 89% with HGS Agent X
Business Objectives
- Exceed customer expectations
- Measure, quantify, and track more accurate operations
- Save both time and costs related to CX
Solution
- Analyze calls with AI algorithms
- Covert all voice information to searchable text transcription
- Track overall sentiment of the customers and agents
- Check in with agent regularly via desktop prompt
- Generate quick and short summaries of interactions using ChatGPT
- Classify calls by topic
- Report in real time to team leaders to maintain productivity, engagement, and happiness
Key result
- 20% cost reduction for team leader support staff
- 87% increase in cross-selling agent activity
- 89% increase in agent retention
Testimony
“All good and solid performance! Appreciate all efforts.”
- Executive for Customer Service
“There is no question that in 2022 and beyond, there is a shift among forward-looking CX thinkers to embrace cloud-driven solutions. In my view, what HGS is offering with Agent X is an encapsulation of this virtualized dynamic.”
- Peter Ryan, Principal, Ryan Strategic Advisory
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