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HGS - Cognitive CX Services

Vendor Analysis

by Ivan Kotzev

published on Jan 27, 2020

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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.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Outlook

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