Hinduja Global Solutions (HGS) has launched DigiCX, a suite of customer experience services focused on transforming traditional customer experiences.
DigiCX blends analytics, automation, and artificial intelligence to reduce effort, increase revenue with personalization, and automate issue resolution with integrated human assistance at key moments of truth. DigiCX enables seamless pivoting from automated to real-time agent interaction, guiding customers efficiently over a variety of channel options to the right answers to their questions.
"DigiCX offerings help companies measure how and where their customers want to interact and employ the right mix of engagement solutions across voice, digital, and mobile channels," said Partha DeSarkar, CEO of HGS, in a statement. "The full-service offering allows companies to balance the need to provide innovative and differentiating customer experience with the business realities of limited capital and time."
"If there's one obstacle facing all organizations today, it's managing the increasingly fragmented and constant voice of the customer via web, social, and mobile channels. There are so many ways they can reach companies, and it's glaring when organizations aren't present where customers expect them to be," said Chris Lord, head of global growth, strategy, and marketing at HGS, in a statement.
DigiCX solutions are powered by HGS Digital Natural Assist (DNA), a unified customer experience platform, and HGS DNA to help companies save time and money with analytics and automation.
"As a leader in customer experience, HGS designed DigiCX as a current and constantly evolving answer for companies looking to keep up with customer needs,"Lord said. "Increasingly, customers will manage their relationships with enterprises without interacting with a human. It is our role to help companies remain competitive in this reality, and DigiCX allows us to transform traditional approaches to customer engagement and deliver on preferences for empowerment driving tomorrow's customer."