With 61 delivery centers in 7 countries, HGS successfully manages billions of customer interactions every year. Their AWS ML-powered solutions include HGS Pulse, an HGS client portal that provides critical operational insights and better decision-making through cognitive analytics of the voice of the customer (gleaned from 100% of all interactions across every channel), as well as sales, marketing, and customer data analytics. In addition, HGS Pulse uses real-time call and email coding categorizations, real-time compliance tracking and team leader monitoring, and predictive analytics.
AWS CCI solutions use a combination of AWS ML-powered services for text-to-speech, translation, enterprise search, conversational artificial intelligence (AI), transcription, and language comprehension capabilities. These solutions give customers who already use popular contact center providers the opportunity to benefit from AWS CCI solutions to enhance self-service, analyze calls in real time to assist agents, and learn from all contact center interactions with post-call analytics. To get started, customers can visit aws.amazon.com/machine-learning/contact-center-intelligence.
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