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HGS - Multi-channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Mar 30, 2017

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Report Overview:

This NelsonHall vendor assessment analyzes HGS' offerings and capabilities in Multi-Channel CMS.

Who is this Report for:

NelsonHall’s Multi-channel Customer Management Services (CMS): Delivering Digital Customer Experience profile on HGS is a comprehensive assessment of HGS’ offerings and capabilities designed for: 

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS 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’ CMS multichannel 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, 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 locations. 


Key Findings & Highlights:

HGS provides BPS services including customer management services, back-office transaction processing, digital marketing, process consulting solutions, and payroll processing.  

It has 65 delivery centers in 12 countries with ~44k employees, including ~32k CMS agents supporting 37 languages. 

HGS has 185 CMS clients.

Over the last two years, HGS has been actively investing in its multichannel  offerings. In 2016, HGS launched DigiCX, a multichannel and transformational framework incorporating optimization for web self-service through automation and integration of agent support with self-service. 

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