Enabling brands to leverage the power of their call center data to improve customer experiences

HGS Digital LLC, a subsidiary of Hinduja Global Solutions Ltd announced its participation as an Amazon Web Services (AWS) Contact Center Intelligence (CCI) solutions Partner program. This unique designation recognizes that HGS Digital is an AWS Partner Network (APN) Partner that specializes in helping customers add intelligence to their existing contact center solution, leveraging AWS Machine Learning (ML) services such as Amazon SageMaker, Amazon Comprehend, Amazon Transcribe, and Amazon Lex, to gain greater efficiencies and deliver increasingly tailored customer experiences.

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With 61 delivery centers in 7 countries, HGS successfully manages billions of customer interactions every year. Their AWS ML-powered solutions include HGS Pulse, an HGS client portal that provides critical operational insights and better decision-making through cognitive analytics of the voice of the customer (gleaned from 100% of all interactions across every channel), as well as sales, marketing, and customer data analytics. In addition, HGS Pulse uses real-time call and email coding categorizations, real-time compliance tracking and team leader monitoring, and predictive analytics.

“I’m ecstatic about the HGS PULSE solution built on AWS. The portal is top-notch! I can get insights around product quality instantly without having to rely on others,” said an existing HGS client (over $8 Bn annual revenue).

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AWS CCI solutions use a combination of AWS ML-powered services for text-to-speech, translation, enterprise search, conversational artificial intelligence (AI), transcription, and language comprehension capabilities. These solutions give customers who already use popular contact center providers the opportunity to benefit from AWS CCI solutions to enhance self-service, analyze calls in real time to assist agents, and learn from all contact center interactions with post-call analytics. To get started, customers can visit aws.amazon.com/machine-learning/contact-center-intelligence.

“HGS Digital is excited to be a part of the AWS CCI solutions Partner program,” said Venkatesh Korla, CEO, HGS Digital LLC.  “Our goal is to help clients implement solutions that accelerate operational efficiencies and enable them to leverage the power of their call center data to improve customer experiences.”

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