Guiding companies toward virtual contact center operations and cloud-based customer experiences

Hinduja Global Solutions (HGS) (listed in BSE & NSE), a leading and innovative provider of solutions in consumer engagement, digital customer experiences (CX), and business process management (BPM), announced a strategic partnership with Genesys, a global cloud leader in customer experience orchestration. Genesys and HGS will combine software-as-a-service solutions with deep domain contact center expertise to simultaneously improve interactions for customers and the employees who support them.

A common goal of the partnership is for clients to embrace the market’s move toward empathic, virtual CX. Using the stable and enterprise-ready platform that Genesys provides, organizations are enabled to deliver artificial intelligence (AI)-powered, personalized experiences leveraging employees from work-at-home, hybrid, or traditional in-center locations.

HGS also chose Genesys for its dynamic, digital-first solutions that focus on the agent experience —measuring not only employee satisfaction, but also employee happiness. In addition, HGS believes Genesys has the tools to help facilitate interactions as well as increase the number of interactions supported.

Larry Fleischman, SVP Sales, Global BPO/BPM at HGS, said, “The world is changing, and more and more companies are demanding a work-at-home environment. HGS strives to find partners that have the ability to anticipate those changes, and Genesys is one of those companies. Their tools are already built for a post-COVID world. They’re ready, they’ve been ready, and we’re excited to help them bring it to market.”

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Businesses using the combined innovation of HGS and Genesys benefit from:

• Helping customers create their own experiences
• Giving end users the channels they prefer
• Empowering agents with the right tools in order to perform tasks quickly, easily, and efficiently
• Reducing attrition by focusing on agent happiness
• Establishing the right balance of people and technology to enhance each and every interaction
• Increasing the number of interactions customers have with brands, creating more positive experiences, and driving more customer loyalty

“In today’s complex business environment, it’s critical for organizations to scale empathy to create loyalty,” said Ken Archer, SVP of Emerging Partners and Markets, at Genesys. “Through our end-to-end experience orchestration capabilities and partners like HGS, we’re reaching new depths of the market to help more organizations provide unmatched customer and employee experiences.”

HGS is confident that the people-first technology that Genesys provides will help HGS offer an attractive workspace environment for current and future hires, improving employee engagement and quality of service.

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