Contact Center Intelligence (CCI) Using AWS
HGS Digital is an AWS Advanced Consulting Partner
HGS is a global customer experience leader. We run 61 delivery centers in 7 countries and manage billions of customer service interactions every year.
HGS Digital is an AWS Advanced Consulting Partner and early adopter of AWS technologies since 2008. We have invested heavily in our AWS practice, and our consultants have extensive AWS training and certifications, advanced hands-on experience, and best practice methodologies to help you optimize your ROI from AWS.
- Authorized Commercial Reseller
- AWS Solution Provider Program
- AWS Certified Solutions Architect – Associate
- AWS Certified Developer – Associate
AWS Contact Center Intelligence (CCI) is a set of integrated contact center partner solutions powered by AWS AI to improve the customer experience and accelerate operational efficiencies. HGS Digital offers the following solutions to allow maximum flexibility in your telephony infrastructure and minimum integration barriers.
HGS PULSE customer analytics platform
Accurate, real-time updates and better operational insights for making business decisions
HGS PULSE uses a state-of-the-art, cloud-based data lake built on the AWS infrastructure. It is scalable for higher data volumes, serverless (pay as you use), and fully automated. The AWS components used for building the cloud-based data lake are S3, Lambda, RedShift, and Dynamo DB. Read more about HGS PULSE
“I’m ecstatic about HGS PULSE. The portal is top-notch! I can get insights around product quality instantly without having to rely on others.”
Sales, marketing, and customer data analytics
This solution provides the ability to add external sales, marketing, and customer data sets for gaining access to underlying business insights and interaction drivers. We help you to understand customer behaviors, identify the interaction drivers, the impact of promotion on the interactions, key sales metrics, and identifying ways to save cost. The solution is built on top of the AWS cloud-based data lake and uses additional modules for reporting.
- Volume by channel, brand, product, contact type, geographical distribution
- Customer segmentation
- Total sales, refunds, canceled order cost, avg. sales values per order
- Revenue by customer, by channel, by month, by state
- CSAT summary, surveys by channel, by month, by contact center location
- Perfect scores, issue resolution, agent courtesy, agent knowledge
- Detractor top call drivers
- Agent controllable vs. non-controllable
- NPS trends by team leaders
- Top agent NPS
AI-Driven Model to Measure Voice of Customer
- <5% of interactions and low accuracy
- Same resources, same outcomes
- Subjective and lagging
- 100% of interactions & high accuracy
- Fully automated
- Constantly learns and better outcomes
- Objective and real time
Voice of the customer
Gain valuable insights from 100% of all customer interactions across channels
We use AI and NLP (Natural Language Processing) to capture every customer interaction on voice, email, chat, messaging, and social media. The near real-time nature of our voice of the customer solution helps mitigate non-compliance or fraud issues and proactively addresses them. The insights generated can be used to improve customer experience and increase your revenue.
29%Gap reduction between outbound + dropped calls
20%Improvement in agent compliance
8%Potential reduction in repeat contacts
40% - 66%Overall CSAT improvement
HGS uses advanced analytics to generate insights related to customer loyalty, customer lifetime value (CLTV), reasons for churn, fraud analytics, and other recommendations. This solution leverages AI to predict the required business outcomes and get tangible ROI. This solution will help with improved customer retention and increasing revenue.
- Customer loyalty analytics
- Customer churn predictions & insights
- Fraud analytics
- Recommendation engines
- Customer attribution
The solution is built on top of the AWS cloud-based data lake. SageMaker is used as the Machine learning infrastructure to train the predictive models. The models are then deployed as endpoints and integrated with the operational systems to gain benefits and insights.
Read more about our Predictive and Cognitive Analytics
Real-time call/email coding categorization/summary
Customer service agents spend considerable time on non-value-added activities that limits revenue generation opportunities. The average after call work (ACW) is typically in minutes, and the majority of time is spent on coding and summarization. Sometimes the agents will have to review more than 600 codes (and keeps changing) per interaction before coding, and this can be very confusing. The whole process is time-consuming, repetitive, and manual.
HGS leveraged AI to automate call categorization and summarization so the process takes less than 10 seconds. By leveraging the AI-based solution, valuable ACW time can be saved. The saved time can be used to make more calls or process more emails/ chats and thereby improve the revenue for the organization. The agent experience improved significantly as the agents do not have to go through mundane and repetitive activities.
AWS components used
The solution is built on AWS infrastructure. The key products used for creating the solution are Kinesis, Transcribe, and Dynamo DB.
Book a strategy consultation
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