Hinduja Global Solutions (HGS) today launched a suite of business continuity solutions to help companies manage contact centers during the COVID-19 crisis.
"HGS Digital has tapped into its deep understanding of people and technology to deliver the same frictionless digital experiences they've come to rely on to help employees and customers deal with COVID-19," said Venkatesh Korla, founder and CEO of HGS Digital, in a statement. "And because speed is of the essence during a global health emergency, HGS Digital has created solutions that clients can implement in as little as seven days in some cases."
HGS Digital business continuity solutions include the following:
- HGS DigiBOTs, to help call centers by providing FAQs regarding COVID-19, take and track messages for callback if agents are busy, and pivot phone calls to digital channels for resolution. The offer includes pre-built HGS DigiBOTS Health Screener Bot to screen employees for health issues before reporting to work; and HGS DigiBOTS Crisis Assistance, which uses artificial intelligence to provide employees with access to information on health benefits, medical leave, and other HR topics. HGS DigiBOTs also can generate ready-to-work reports to identify areas of need and respond to employee concerns quickly.
- HGS Work@Home, which enables employees to conduct call center tasks securely from home, ramp up remotely during a time of crisis, and enable security through data encryption and device lockdown.
- Channel Pivoting, to help move voice volume to digital channels, such as text, chat, or social messaging.
- HGS EPIC social media tool, to help clients maintain positive brand reputations, prioritize what matters during a crisis, support customers, and make informed business decisions.
- HGS Self-Help Portal & Smart Channel Selector, a portal that guides customers to the best channel for resolution, whether its live agent-assisted, automated, or both.
"Staying at home is critical to social distancing guidelines that are designed to help flatten the curve," Korla said. "With the HGS work from home solutions, clients can keep normal call center operations running smoothly while keeping employees and their families safe."