Hinduja Global Solutions Agent X Triples User Growth, Boosts Contact Center Efficiency

On August 08, 2024, Hinduja Global Solutions (HGS) announced that its HGS Agent X, an advanced contact centre tool using artificial intelligence, has tripled its number of active users and clients. This tool is now a key component for high-quality contact centre operations.

Since launching in 2022, HGS Agent X has significantly improved productivity, sales, and profits for over 1,300 agents in various industries worldwide, providing quick returns on investment. Organisations using HGS Agent X have seen their sales conversion rates increase by 15-20% and frontline support costs drop by up to 20%. The recent Gold award from the Stevie Awards highlights how HGS Agent X enhances decision-making and operational efficiency, effectively addressing key contact centre challenges while delivering excellent customer experiences.

“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.

He further added, “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 improves agent retention by easing the workload on frontline staff, cutting training times by 60-80%, and reducing average handling time (AHT) by 40-50%, all within a single user-friendly system. It also allows for near real-time quality coaching, which boosts team leaders’ productivity by 300%. This extra productivity helps team leaders spend more time with individual agents, creating a supportive and high-performing work environment.

About Hinduja Global Solutions Ltd

Hinduja Global Solutions (HGS) is a global leader in improving customer experiences, digital transformation, and business processes. They use automation, analytics, and artificial intelligence to enhance digital customer interactions, back-office tasks, contact centres, and HR solutions. HGS also operates NXTDIGITAL, India’s top digital delivery company, which provides satellite, cable, and broadband services to over 6 million customers in 1,500 cities and towns.

On August 08, 2024, Hinduja Global Solutions Ltd’s share price opened at ₹749.90, touching the day’s low at ₹732.65 at 12:09 PM on the NSE.

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