HGS PULSE: A CUSTOMER ANALYTICS PLATFORM FOR CONTACT CENTERS
Data overload is real
Omnichannel CX increases convenience for customers but also increases complexity for the managers of the CX. Reports are rarely integrated. Customer interaction data are not coordinated across online and offline channels. Siloed data lacks the critical unified view required for understanding customer behavior and making decisions.
Enterprises are spending untold amounts of money on producing reports manually, with departmental managers using different data sources and some even hiring dedicated, full-time reporting analysts. These manual reports are time consuming, error prone, and do not provide consistent and accurate information.
There is an easier, efficient way to gain operational visibility: HGS PULSE.
HGS PULSE captures and presents data from omnichannel interactions simply and clearly so brands can coordinate the CX across all channels.
HGS PULSE provides big-picture, actionable, CX insights
HGS PULSE is a contact center data services platform that provides visibility into business performance. It's an AI-driven data platform designed specifically for contact center teams and the leaders who manage and support them.
For starters, HGS PULSE provides visibility on call data, quality data, staffing and forecasting, and contracts and commercials. With additional data sets—such as CRM, survey, CSAT and NPS®, sales, social media, and website analytics—the portal can provide a 360-degree of your customers with the ability to drill down across sites, departments, channels, and customer segments. The platform provides predictive analytics, real-time, and historical data.
The portal, available as a standalone software-as-a-service or a Bots&Brains solution supplemented with a business intelligence analyst, promotes client-vendor, outsourcer-to-outsourcer, and internal team collaboration while rendering actionable insights faster.
HGS PULSE offers tiered packages for account management, contact center management, and customer journey analytics
Whether you are a call center leader looking for operational optimization, an IT professional trying to manage capacity and latency, a marketing manager designing the next campaign, or a procurement leader comparing vendors and ensuring contract adherence, HGS PULSE provides a multitude of answers and reporting options.
Customer analytics platform is the standard, complimentary edition for all HGS clients, providing insights into operational performance, quality, and workforce management data.
Customer experience analytics provide the ability to add external sales, marketing, and customer data sets, gaining access into underlying business insights and interaction drivers.
Voice of customer analytics capture 100% of customer interactions, use AI to generate insights related to customers, products, and processes, and help with mitigating fraud and non-compliance issues.
Predictive analytics use AI to generate insights related tocustomer loyalty and lifetime value, reasons for churn, fraud analytics, and other recommendations to help improve retention and revenue.
|Basic||CX Analytics||VOC Analytics||Predictive Analytics|
|Features||Platform||Customer Experience||Voice of Customer||Predictions, Forecasting, AI|
|CX channel insights||X|
|Customer, sales, marketing, survey insights||X|
|Voice of customer insights||X|
|Cognitive AI automation||X|
|Data storage||25 GB||100 GB||Audio calls free for 3 years||200 GB|
|Data retention||2 years||5 years||5 years||5 years|
|Data export||Free Via portal||Free Via portal||Free Via portal||Free Via portal|
|Support||Next business day||8X5 on-call||24/7/365 on-call||24/7/365 on-call|
|COSTS||Free!||Contact us for pricing||Contact us for pricing||Contact us for pricing|
Capitalize on data to increase satisfaction and operational efficiency even with the HGS PULSE Basic edition
The Basic edition of HGS PULSE drives operational cost savings using accurate cross-system data and provides deeper understanding via the inherent drill-down, self-service characteristics of online dashboards.
The Basic edition pulls from your currently implemented contact center platforms (e.g., Avaya, Verint, AWS Connect, Twilio etc.) and enables you to synthesize the following.
Offered calls, handled calls, abandoned calls, answered calls, transferred calls, talk time, handle time, hold time, wait time, speed of answer, service level, and more
Quality assurance information
Quality evaluations, quality scores, call recording content, and more
Workforce management data
Shrinkage, scheduled/unscheduled absence, breaks and training hours, schedule adherence, and more
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.
“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.”
“I was a passenger, and now I’m in cockpit. This tool gives us the flexibility to see various parameters when we need them. It’s a really great tool.”
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
Other AI-ML use cases
Pick from our basket of Machine Learning models that can be deployed at rapid pace & gain immediate value
Achieve deeper insights with additional datasets of the Enterprise edition.
According to Bain research, companies with the most advanced analytics capabilities are two times more likely to be in the top quartile of financial performance within their industries and five times more likely to make decisions faster than market peers.
Effectively using all the data your enterprise produces can yield big results, and the HGS Digital team is ready to integrate that data into HGS PULSE.
- Customer relationship management data (CRM) data: demographics, product details, customer history, etc.
- Survey data: CSAT and NPS® scores, including promoter, detractor, and passive details
- Sales and marketing data: total sales, campaign results, product metrics, inventory levels, etc.
- Social media data: topic trends, sentiment, followers, owned and earned channels, etc.
- Website analytics: web behavior, content marketing results, chatbot usage, self-service topics, geography, language, time of day, etc.
Maximize value with optional AI, machine learning, and even speech-to-text add-ons
With AI and machine learning customizations layered in, the Enterprise edition can help you make sense of mountains of data.
Integrated AI runs algorithms to mechanically analyze all data to help with customer retention and financial improvements.
HGS Digital can even combine AI, machine learning, and speech-to-text to analyze voice calls and derive true voice-of-the-customer insights.
Using the full power of technology, you can answer some of your organization's most burning CX questions.
- Segmentation and targeting: What are the characteristics of high value customers?
- Customer lifetime value: Which customers would appreciate this offer?
- Customer churn: Which customers are most likely to leave?
- Recommendation engines: Which campaigns, packages, products, discounts should you offer?
- Customer attribution: Which channels, geographies, teams yield the highest revenues or profits?
This is how the Enterprise edition works.
- Data is extracted from source systems (call, quality, workforce management, CRM etc.) automatically.
- Data are then cleansed, integrated, enriched, and stored automatically and securely in a customer data lake.
- The latest AI, speech-to-text, and analytical tools and machine learning languages are used to generate custom insights specifically for the contact center.
- Once logged into the portal, you (and other authorized users) can access visual reports, charts, tables, etc. pulled from the data lake to manage performance. Drill as deep as you like.
- An HGS Digital business intelligence analyst, provided at cost, can provide custom insights, set up extra dashboards, configure alerts and notifications, export to other systems, and more.
Related white papers
HGS PULSE offers numerous benefits for contact center stakeholders:
- Presents massive amounts of data simply and clearly
- Integrates data from multiple platforms
- Lets you make decisions faster, based on real-time information
- Takes the pulse of your operations using any device 24/7
- Addresses data authority, consistency, and file versioning issues
- Eliminates the time lag and manual labor to produce reports and spreadsheets
- Facilitates greater transparency and better client-vendor and cross-departmental communications
- Puts focus on decision making and strategy instead of producing reports
- Enables root-cause analysis with drill-down features
- Reduces the need for everyone to have access to specialized software licences
- Requires less customization than other expensive CRM/sales systems; designed specifically for contact centers
- Grows along with you, offers multiple tiers
Deployment requires some involvement from the HGS Digital team and depends on the edition of the portal, the number of data sources, and dashboard complexity. Installation, setup, and training for the Lite edition could be completed in under two weeks. The Basic and Enterprise editions may take four to eight weeks. Please contact us for details.
Yes, definitely! That’s the beauty of HGS PULSE. The system offers clickable drill-down capability. For example, you can adjust the views by date and time ranges, graph/chart types, department, channel, geography or location, queue, language, product type, customer segment, sentiment, campaign, coupon code, agent or team, CSAT result, etc. Contact us at any time if there are details that you want to see but can’t.
Yes! Originally, the tool was available exclusively for HGS clients. We adapted the portal based on their feedback, and we are now offering it to companies with in-house contact centers or those that are working with other outsourcers.
HGS PULSE is a web-based portal and, therefore, can be accessed on any desktop or mobile device using any common browser. Users must have credentials to log in to view the data. The number of users is based on the edition that you select, but ranges from 3 to 25 users. Additional licenses for any edition can be purchased.
Yes! HGS PULSE is designed as self-serve but additional support is available when you need it. The Enterprise edition includes access to an experienced business analyst who understands your business and can generate custom reports, objectively interpret the data, create PowerPoint presentations, or add new data sets to the portal. Please contact us for details.
The HGS Digital team will be actively involved in monitoring the data loads. All the system upgrades and infrastructure costs are taken care of for you so that you can focus on deriving insights. The Enterprise edition includes a business intelligence analyst who understands your business to support you in this.
The dashboards provide the ability to print, export, and send emails. The Enterprise edition also includes access to a business intelligence analyst who can ensure you are equipped to share key insights with your desired target audiences or to view in your preferred application. This analyst has direct access to the full HGS Digital IT development team.
Yes! HGS Digital has extensive experience in setting up alerts, notifications, etc. We operate a security operations center that specializes in this type of monitoring and have implemented many custom SMS-driven communications solutions.
Data is placed in a secure location and can only be accessible for developers after multifactor authentication. Single sign on is possible for customers who have Microsoft Office 365 accounts.
Certain dashboards can be updated in real-time, while others may be refreshed several times per day, daily, weekly, or monthly. It depends on the data, the data source, and the resources you’re willing to invest.
Let's get started
Give us 30 minutes, and we can provide a tailored demo, discuss possible data sources, and brainstorm about the kind of insights and answers you could glean with HGS PULSE. Your team is probably spending hours and hours manipulating Excel to produce reports every month. Wouldn’t a 30-minute conversation that could eliminate this type of repetitive, low-value work be a good use of your time?