HGS Agent X: Revolutionizing Contact Center Operations with AI-Powered Growth
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HGS Agent X Experiences Triple Growth for Active Users and Clients, Revolutionizing Contact Center Operations
Award-Winning Technology Delivers Instant ROI, Lower Costs, and Improved Customer Experience Hinduja Global Solutions (HGS) (listed in BSE & NSE), a leader in technology-led customer experience (CX), today announced the tripling of growth for active users and clients for HGS Agent X, a first-of-its-kind holistic contact center accelerators that incorporates artificial intelligence (AI) for intelligent experience management, making it the cornerstone for top-tier contact center operations. Since its launch in 2022, HGS Agent X has revolutionized productivity, sales, and bottom-line results for over 1,300+ agents across diverse industries worldwide, ensuring instant return on investment (ROI). With HGS Agent X, organizations are seeing an average increase of 15-20% in sales conversion rates and up to a 20% decrease in frontline support costs. Recent Gold recognition from the Stevie Awards for Sales & Customer Service underscores HGS Agent X's ability to speed up decision-making processes and operational efficiencies, in order to solve critical contact center challenges, all while delivering an outstanding customer experience. "HGS stands out in the CX space with its innovative approach, particularly with HGS Agent X, and its ability to steer enterprises towards an AI-enhanced future," said Ivan Kotzev, Lead CX Services Analyst at NelsonHall. "The automated accelerator reflects HGS's strategy to balance technology with human agents, streamlining processes and enriching customer interactions. Through HGS Agent X, HGS aims to meet and anticipate market demands for sophisticated, intelligent customer experiences. It showcases how using AI can elevate service standards and position enterprises at the forefront of digital transformation." HGS Agent X elevates agent retention by alleviating the burden on frontline staff, reducing operating costs through shortened training times by 60-80%, and lowering average handling time (AHT) by 40-50%, all within one easy-to-use system. The integration of HGS Agent X into operations has also enabled near real-time quality assurance coaching, freeing up team leaders and increasing their productivity by 300%. This increased productivity is now focused on one-on-one time with agents, fostering a supportive and high-performing work culture. HGS Agent X has also been recognized by the Business Intelligence Group's Awards for Business, the Stevie International Business Awards, and the AI Breakthrough Awards, among other leading industry award programs. To learn more about HGS Agent X, visit https://hgs.cx/solutions/agent-x-contact-center-solution/ About Hinduja Global Solutions (HGS) A global leader in optimizing the customer experience lifecycle, digital transformation, business process management, and digital media ecosystem, HGS is helping its clients become more competitive every day. HGS' core BPM business combines automation, analytics, and artificial intelligence with deep domain expertise focusing on digital customer experiences, back-office processing, contact centers, and HRO solutions. HGS' digital media business, NXTDIGITAL (www.nxtdigital.in), is India's premier integrated Digital Delivery Platforms Company delivering services via satellite, digital cable and broadband to over 6 million customers across 1,500 cities and towns.
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HGS Agent X stands out in CX space with innovative AI approach
Hinduja Global Solutions today announced the tripling of growth for active users and clients for HGS Agent X, a first-of-its-kind holistic contact center accelerators that incorporates artificial intelligence (AI) for intelligent experience management, making it the cornerstone for top-tier contact center operations. Since its launch in 2022, HGS Agent X has revolutionized productivity, sales, and bottom-line results for over 1,300+ agents across diverse industries worldwide, ensuring instant return on investment (ROI). With HGS Agent X, organizations are seeing an average increase of 15-20% in sales conversion rates and up to a 20% decrease in frontline support costs.
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HGS Agent X, an AI-powered solution for contact centers, has experienced significant growth in users and clients. The platform is transforming customer experience with its innovative approach to AI integration.
Rapid Growth and Adoption
HGS Agent X, the AI-powered solution developed by Hinduja Global Solutions (HGS), has reported a remarkable triple growth in both active users and clients over the past year. This surge in adoption underscores the platform's effectiveness in revolutionizing contact center operations across various industries
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.Innovative AI Approach
What sets HGS Agent X apart in the customer experience (CX) space is its unique approach to AI integration. Unlike traditional chatbots or virtual assistants, Agent X acts as an AI co-pilot for human agents, enhancing their capabilities rather than replacing them. This collaborative model has proven to be highly effective in improving customer service quality and efficiency
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.Key Features and Benefits
Agent X offers a range of features designed to streamline contact center operations:
- Real-time assistance: The platform provides agents with instant access to relevant information and suggestions during customer interactions.
- Multilingual support: Agent X can understand and process queries in multiple languages, expanding its global applicability.
- Continuous learning: The AI system evolves and improves over time, adapting to new scenarios and customer needs
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Impact on Customer Experience
The implementation of Agent X has led to significant improvements in customer experience metrics:
- Reduced Average Handle Time (AHT): Clients have reported up to 30% reduction in AHT, leading to faster resolution of customer queries.
- Improved First Call Resolution (FCR): The AI-assisted approach has resulted in higher FCR rates, enhancing customer satisfaction.
- Enhanced agent productivity: With AI support, agents can handle more complex queries efficiently, increasing overall productivity
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Industry Recognition
HGS Agent X's innovative approach has not gone unnoticed in the industry. The platform has received accolades for its transformative impact on contact center operations, including recognition from leading analyst firms and industry awards
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.Future Outlook
As AI technology continues to evolve, HGS is committed to further enhancing Agent X's capabilities. The company plans to integrate more advanced natural language processing and machine learning algorithms to make the platform even more intuitive and effective in assisting human agents
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.The rapid adoption and success of HGS Agent X signify a shift in the contact center industry towards AI-augmented human interactions, potentially setting a new standard for customer experience in the digital age.
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