{"id":3997,"date":"2017-05-30T11:14:00","date_gmt":"2017-05-30T11:14:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/hgs-doubles-down-on-digi_053017\/"},"modified":"2017-05-30T11:14:00","modified_gmt":"2017-05-30T11:14:00","slug":"hgs-doubles-down-on-digi_053017","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/hgs-doubles-down-on-digi_053017\/","title":{"rendered":"HGS Doubles Down on \u201cDigi\u201d"},"content":{"rendered":"
“We are a customer experience company,” declared Chris Lord, Global Head – DigiCX; Growth, Strategy, and Marketing <\/strong>at Hinduja Global Solutions (HGS). This was in response to a discussion about HGS’ decision to partner for most of its tools and technology rather than to take the road of internal development. During its recent Analyst Day, the ~$550m BPO shared how it will use its expertise as a provider of customer engagement services to fuel growth and adoption of its “DigiCX” vision. HGS focuses on a suite of solutions aimed at finding the right balance between digital and traditional customer engagement for a unified customer experience. <\/p>\n
DigiCX aims to guide the customer to an answer regardless of channel or device. Components include:<\/p>\n
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DigiWEB: <\/strong>Website self-help that maps out the common issues and has resolutions built in, including videos (made by HGS) for demonstration. One client engagement cited a 97% resolution rate using DigiWEB self-service.<\/li>\n<\/ul>\n
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DigiMessaging: <\/strong>A chatbot that works inside messaging apps (What’s App, Facebook Messenger) and pivots to a live agent while retaining the conversational context.<\/li>\n<\/ul>\n
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DigiTEXT: <\/strong>Chatbot capabilities deployed within SMS, with phone number recognition and connection to a business rules engine for greater analytics power.<\/li>\n<\/ul>\n
DigiSOCIAL: <\/strong>Uses social media sites to derive customer insight and sentiment.<\/li>\n<\/ul>\n
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DigiEMAIL: <\/strong>Automated email responses. In one client example, was able to cut down the # of email correspondence to resolve an issue by more than half.<\/li>\n<\/ul>\n