Vendor Analysis
published on May 07, 2025
Report Overview:
This NelsonHall assessment analyzes HGS' offerings and capabilities in Conversational Commerce
Who is this Report for:
NelsonHall’s Conversational Commerce profile on HGS is a comprehensive assessment of HGS’ offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for lead generation, new customer acquisition, sales, and retention services RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of HGS’ Conversational Commerce offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
HGS is repositioning from BPS to business process improvement to drive client organizations to reimagine and ‘invent to simplify’ legacy ways of working and take advantage of AI solutions. It looks to blend technology services with BPO capabilities to create enhanced experiences for buyers and sales agents and use these optimizations as a guide which processes to transform.
Outsourcing clients looking for a CX services vendor with strong social selling expertise with IP and lead qualification and generation frameworks with large scale client programs, should especially consider this profile on HGS.