Vendor Analysis
published on Jan 27, 2020
Report Overview:
This NelsonHall vendor assessment analyzes HGS' offerings and capabilities in Cognitive CX Services.
Who is this Report for:
NelsonHall’s Cognitive Customer Experience Services report on HGS is a comprehensive assessment of HGS’ offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of HGS cognitive customer experience services offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, 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 sites.
Key Findings & Highlights:
HGS' Bots&Brains vision aims to leverage automation beyond a pure cost-saving instrument to a customer satisfaction improvement created by a technology-led contact center. It uses its automation deployment framework to address transformation opportunities in CX instead of individual processes. The approach also helps prioritize processes with quick ROI.