HGS Agent X Experiences Triple Growth for Active Users and Clients, Revolutionizing Contact Center Operations

Mumbai, India, August 8th, 2024 – 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 incorporate 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, 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.