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HGS – Business Process Transformation through RPA & AI

Vendor Analysis

by John Willmott

published on Jan 26, 2017

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Report Overview:

Hinduja Global Solutions (HGS) is a public company, listed on the National Stock Exchange of India and the Bombay Stock Exchange.

HGS provides BPS services including contact center services, back-office transaction processing, domain analytics, process consulting solutions, and payroll processing. It has 66 delivery centers in 7 countries with ~44k employees, including ~32k CMS agents supporting 37 languages.

HGS has 185 clients.

HGS brands its RPA and AI based offerings as part of the HGS Automated Enterprise, which covers support for both front-office and back-office automation. 

Who is this Report for:

NelsonHall’s Business Process Transformation through RPA & AI profile of HGS is a comprehensive assessment of HGS’ automation-centric service offerings and capabilities in support of business process transformation designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers to deliver process transformation and automation using RPA and/or AI technologies and identifying HGS suitability for RFPs seeking automation-led process transformation or business process services
  • 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’ offerings, capabilities, and market presence in support of business process transformation through the application of RPA and AI technology including:

  • Analysis of the company’s offerings and key service components for achieving business process transformation through the application of RPA and AI technology
  • Analysis of the company’s delivery organization for delivering business process transformation through the application of RPA and AI technology
  • Analysis of the profile of the company’s RPA and AI-based services customer base, including the company’s targeting strategy and examples of current contracts
  • Revenue estimates for the company’s RPA and AI-centric services
  • Identification of the company’s strategy, emphasis and new developments in support of business process transformation through the application of RPA and AI technology
  • Analysis of the company’s strengths, weaknesses and outlook in achieving business process transformation through the application of RPA and AI technology.

Key Findings & Highlights:

HGS brands its RPA and AI based offerings as part of the HGS Automated Enterprise, which covers support for both front-office and back-office automation. The DigiCX suite of services automation is used in support of guiding customers across channels including Web self-service, Chat, text messaging and social media with each channel supported by automated based conversations using HGS branded DigiBOTS.

In addition, HGS uses RPA in support of industry-specific and back-office processing through support for transaction processing and record updating, research and post interaction surveys, and reporting. Here, the company principally uses third-party RPA software, principally Automation Anywhere, and including Blue Prism and other tools. HGS aims to use its Automated Enterprise approach to go beyond cost transformation to reduce errors and processing time, to prevent fraud, increase claims recovery, capture the voice of the customer, and keep data clean and current.

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