HGS Releases DigiTEXT

Hinduja Global Solutions (HGS), has launched its DigiTEXT service, a solution that allows brands to engage with customers via automated and live agent-assisted text. The offering also enables customers and agents to pivot from voice, chat, Web, or email to text and from text back to another channel at any point throughout a single interaction, based on topic and customer preference.

"As a customer, imagine being able to call a company on your mobile device as you walk to your train, for instance, and then moving the conversation to text when you get on board, or to quickly snap a photo of your broken item and skip the annoying process of describing which product and model you have, all without losing your place in line or having to start from square one," said Lauren Kindzierski, vice president of solutions and capabilities at HGS, in a statement. "That's what people want and expect right now, and DigiTEXT will make it a reality for many brands."

Through intelligent routing, HGS's DigiTEXT recognizes who the customer is and why he is texting based on past interactions to direct the customer to the fastest resolution. When support moves beyond what can be automated, a two-way conversation via text messaging gives customers an easier and more flexible way to resolve issues with minimal effort, without having to call or wait on hold.

With HGS companies can text-enable existing toll-free numbers. HGS DigiTEXT uses HGS Digital Natural Assist (DNA), a knowledge management technology that unifies the customer experience across channels.

"We know today's consumer expects two-way conversations, at the times and places most convenient for them," said Chris Lord, head of global growth, strategy, and marketing at HGS, in a statement. "Savvy companies are responding by adopting systems like DigiTEXT that continue to allow consumers to shape their customer support experiences around their preferences and their schedules."

"Developing customer centric and innovative products and services is an ongoing journey at HGS," said Partha DeSarkar, CEO of HGS, in a statement. "Solutions such as the Digital Assist Text keeps us in tune with our clients' requirements, thus enabling flexible customer support experiences."