HGS Agent X

Despite having all the sophisticated CX tools, companies leave an estimated $402B on the table by failing to provide simple customer experiences. With the complexity of today’s customer service, a modern contact center needs to simplify customer interactions. Investing in the right technology ensures agents have the support and insights they need to succeed.

HGS Agent X offers simplicity in an age of complexity. It is a comprehensive, highly customizable, cloud-based contact center solution enabling contact centers to ramp up ROI by:
- increasing efficiencies by automating mundane agent tasks
- reducing agent task and talk time
- speeding up agent onboarding and self-learning
- providing agents with deeper customer insights to enrich customer interactions
- facilitating agent collaboration and idea generation

Resolve issues faster, boost quality management processes, and deliver a great customer experience with HGS Agent X's wide range of features.

1. Simplified Customer 360 View:
   To improve the CX, brands worldwide are continuously enhancing their contact centers by introducing new channels. While investing millions to facilitate customer engagement on new channels, few are investing in the tools agents need to support omnichannel environments. One of the biggest frustrations for any customer is having to explain the same issue or grievance repeatedly across different channels to different customer service representatives. HGS Agent X addresses this issue by providing a simple and easy-to-understand customer 360 view to give agents all the information required to resolve a customer query in one place.

2. Smarter Knowledge Management:
   In a fast-paced and rapidly evolving CX environment, contact center agents must keep up with increasing customer expectation—not only for top-notch CX but for problem solving. Regular trainings are an effective tool to ensure the agents are well prepared to handle all kinds of customer issues but you can do better: HGS Agent X’s smarter knowledge management capabilities enable quick agent training & onboarding, and distribution of business critical information among agents in real time.

3. AI-Powered Agent Assist:
   In today’s environment, operating a contact center without AI-powered computing abilities is like consuming food without all the essential nutrients. Gone are the days when customers were simply looking for answers to questions. They now expect brands to anticipate their needs and offer solutions. HGS Agent X, with its AI-powered agent assist capability and call center automation tools, not only helps contact center agents eliminate repetitive tasks and improve their efficiency—improving their experience—but it also provides details such as customer sentiment, demographic, product or service information, status, etc. so that agents can tailor offerings and and solutions to the customers.

4. Real-Time Customer Insights:
   Brands aspire to deliver a customer experience that emulates the ease of a conversation with a friend. However, no matter how skilled, agents alone could never replicate this type of meaningful exchange. A conversation with a friend takes into account your mutual histories, nonverbal cues, tone of voice, and your implied understanding of that friend’s goals. By allowing technology to supplement real-time insights an agent has about a customer, Agent X facilitates a true customer relationship to deliver a memorable customer experience.

5. Reporting and Analytics:
   With the constant increase in communication channels and the volume of customer interactions, defining and automating the tracking of key performance indicators (KPIs) has become critical to the success of a contact center. Tapping into the insights obtained from analytics ensures that the contact center delivers top-notch CX on a consistent basis. Along with AI-powered solutions, smarter knowledge share, and customer 360 view, Agent X provides ready-to-use analytics dashboards that monitor the performance of a contact center at an agent level, team lead level, and organization level. These call center analytics dashboards are updated in real-time to improve operational efficiency, quality, and workforce management.

Maximize your most valuable asset with a streamlined, unified solution that empowers agent performance and results in an outstanding customer experience.