Insights Innovation Value

HGS Transformation Practice

Experience Management
Prepared by:
Business
Business
Excellence
Transformation
& Transformation
Services
Practice

®
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Insights Innovation Value

Catalogue

BACKGROUND ............................................................................................................. 2

ADVANCE ANALYTICS ................................................................................................. 3

SPEECH ANALYTICS .................................................................................................... 4

EASY-TO USE SELF-SERVICE CHANNELS ..................................................................... 5

SOCIAL MEDIA: ANALYTICS & CRM ............................................................................. 6

SMART CHANNEL SELECTOR ....................................................................................... 7

PROCESS OPTIMIZATION ............................................................................................. 8

SMART MOBILITY SOLUTION........................................................................................ 9

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Insights Innovation Value

Why Transformation?
With technology advancement, rapid innovations and financial pressure on cost containment strategy, all the
organizations are struggling to quickly adapt to these forces of change without compromising on quality of service being
offered. There is increase in recognition of overwhelming need for robust processes and efficient information
dissemination to quickly and accurately tackle such changes and resulting situations.

All the companies are realizing the value of Big Data that is available across the ecosystem and rich insights that can be
drawn from same. Data Analytics and Business Transformation Solutions are emerging as new age offerings. HGS has
realized the potential of Big Data and Business Transformation Projects and also initiated several projects and is happy
to present its capabilities and case studies.

HGS Business Excellence & Transformation practice team has designed a strong framework for transformation journey
while establishing measurable economic value creation. The Business Transformation framework will capture and
monitor intelligent customer data to deliver exemplary customer experience through analysis, data driven and
technology enabled recommendations.

HGS uses Real time analytics intelligence and Technology tools to deliver value enabled services, this optimizes client
process, enhances client revenue and promotes client brands. This data driven decision modelling created through
research and analytics paves the way for rapid growth in the near future. This enables HGS achieving sustainable growth
by continuous R&D by innovating new methods and new applications to maintain healthy business relationships.

Along with Business Excellence &, Business transformation as a part of HGS DNA, this brochure has been designed to
demonstrate HGS understanding and capability to transform business using advanced analytics and technology enabled
solutions for value creation journey. This works to
achieve standardization of processes, uniformity of
n
practices, usage of similar tools and methodologies tio
Value with HGS

r mas
and fungibility of people to deliver ‘One Experience’ fo it
ns ef
ra en
to customers globally. s s Tce B
ne ti
Optimize
si Prac operation cost
Bu
Along with Business Excellence &, Business Enhance
Customer
Value Addition Experience
transformation as a part of HGS DNA, this brochure
has been designed to demonstrate HGS Uplift revenue

understanding and capability to transform business

using advanced analytics and technology enabled Reducing
Agent Effort
solutions for value creation journey. This works to
Reducing
achieve standardization of processes, uniformity of Business as Usual
Customer Effort

practices, usage of similar tools and methodologies

and fungibility of people to deliver ‘One Experience’ Time

to customers globally.
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Insights Innovation Value

WHY?
Why are
customers
contacting?

WHAT?
Design a useful & insightful What are
customer issues,

means to efficient service needs?

1 Predictive, Advance Analytics

HGS masters in systematic use of data applying advance analytics discipline using statistical,
contextual, quantitative, predictive, cognitive emerging models to drive fact-based decision
making for planning, management, measurement and delivering business and customer insights.

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customer are Outstanding Bill
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Late Fee Charges
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Spot trends
& pattern

cloud freeware Service unhappy web

See What justin wireless Credit card
are they Dissatisfied posted High bill
saying? frustated ipad network Not clear
Poor service Bad network Google app

Data Analytics
• Text mining & data mining activities for identifying contact reasons
• Transaction data analytics for behaviour analysis
• Descriptive data analytics for identifying education opportunities

Predictive Analytics
• Use text and voice data for Predictive modelling (examples below):
- Improve conversion rates
- Enhance up-sell/cross-sell rates
- Improve auto adjudication of claims
- Reduce claims rework rate
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Insights Innovation Value

........................................
Frustated

................................................................
........................................
Dissatisifed
Unaffordable

.........................................
........................................
Unreasonable

.........................................
Confused

.........................................
Unveil what is hiding in

......................
Time consuming

•
customer interaction? •

•
•
.........................................

•
2 Customer interaction analytics (Using process, text & Speech analytics)
HGS has partnered with various Industry Provider applications for Speech & Interaction
analytics. HGS has created its own framework and repository of categories, lexicons to produce
high class analytics output.

Interaction analytics Cross- channel Interaction analytics

• To categorize interaction types • Speech – Keywords & Topics,
• Watch trend & identify problem patterns • Talk over analysis, Emotion detection
• Find root cause peaks and troughs • Text - Sentiment Analysis, Social Buzz
• On-going monitoring • Contextual - Desktop Analysis
• Structured to Unstructured text analytics • Customer demographics

Speaker Separation Call Flow analysis

• Customer & Representative • Customer verification
voice separation • Reviewing customer needs
• Customer analytics • Customer resolution
• Representative analytics • Addressing barriers
• Summarizing

Speech analytics engine

Quality
CRM Monitoring

Speech Emotion Real time

Analytics Detection Analytics
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Insights Innovation Value

Build Next-Gen self-service

solutions & capability

3 Easy-to use Self-service channels

HGS Transformation practice embeds various suite of interactive services created in house to
analyze, streamline, and optimize the contact centre and back office processes by mapping the
customer touch points making incremental improvements toward the long-term customer vision
HGS brings these services as additional channels to increase the adoption of online services and
web presence.

Interactive Portal
Personalized customer facing centralized support center available with
24/7 access integrated with knowledgebase providing solution
documents, downloadable forms, product manuals and How to do videos.

Auto/Virtual Chat
Automated chat application solution that tries to conduct automated predefined
conversation with a user providing answers to the queries requested by a
customers. It serves as front facing digital interface to service requests around
the clock.

How to do Videos
High definition animated videos displaying step by step process, displaying
instructions, explaining products, demonstrating troubleshooting steps for
customers to follows and resolve issues

Pinterest
Utilizing a visual discovery tool, pin board-style photo-sharing website
allowing users to get collections of ideas, images such as events, interests,
and hobbies.

Mobile Applications
Intuitive applications serves as interactive channel for customers to access real time
information on accounts, product and services, access troubleshooting steps & push
information to update details.

SMS Alerts & Services

SMS text messaging is a direct, effective means of communication which can
be used for marketing campaigns, keeping your customer contacts up to date,
or providing support and assistance. This service creates a speedy,
high-impact contact with chosen audience and the results are seen
immediately.
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Insights Innovation Value

Move away from conventional

CRM to Social CRM

4 Social Media: Analytics & CRM

Social Media and Research Based Transformation
HGS has a dedicated team that concentrates in carrying out Social media mining. This team
leverages social media content and communities as part of customer/product profile information
to share customer insights, sentiment analysis, developing targeted marketing and personalized
offers for customers.

Social Media mining process

In addition, HGS acquires capability to integrate Social CRM platform on existing and new Social
media websites and forums to cater customer queries, resolve and respond them quickly by:

• Monitoring Online Conversations

• Managing & measuring e-reputation
• Utilizing brand ambassador as word-of-mouth potential
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Insights Innovation Value

Integrate intelligent channel

offering engine

5 Smart Channel Selector

Intelligent channel offering and issue based routing across virtual chat, live chat, email, Phone,
websites; social media to provides

• Consistent positive customer experience

• Faster resolution
• Reduce agent & customer effort

A predefined strategy is applied to decide which channel has higher propensity of resolution with
low effort based on customer query type. Volume is routed, handled and reported from all
channels using one contact center platform.

Smart Channel Selector framework

IVR Phone Email Web Video SMS Chat

Multimedia customer interaction platform (CTI) or SIP

Social Media

Knowledge Channel
Workforce mgt. management reporting

Quality
monitoring Presence Analytics
Business
Formal center Intelligence
Perform. mgt.
Home agents Expert
Access
eLearning
Business
Virtualization Apps

Remote expert

Every interaction made by customers on any channel i.e., web, chat or knowledge portal can be
tracked by using a unique identifier/pin which can be entered in IVR by the customer providing the
customer action log to the Service representative for proactive conversation and action.

Smart channel selector solution not only reduces the effort required by the both the parties but all
fastens the overall process of customer service resulting to greater customer satisfaction level
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Insights Innovation Value

Enable real time process

automation engine

6 Process Optimization
HGS works with various partner vendors to build customized process optimization solutions
tailored as per client need, process requirement and financial limitations.

Real time Process optimization tool provides next-best-action recommendations to agents, using
an intelligent real-time decision engine, as they talk with customers in phone or chat interactions
or perform back-office transaction processing.

It enables agents to take appropriate action - ask for regulation-required permissions, make a
retention offer, suggest products or promotions.

Process Optimization tool

Real time Decision Workforce Quality Criss-channel
Management Management Interaction Analytics

Desktop application events, screen

data, and back-end data are fed
as input to the Real-Time
decisioning engine.
Insights from
Agent Skills Quality Scores
Interactions

Real time Guidance

Delivers the ability to present to the
agent context-sensitive, up-to-date Decision Engine.
information within callouts.

Real time Automation

Delivers process automation by
business logic layer for
manipulating screen controls and Web Windows Terminal CRM
their data elements.

Real-Time Process Enforcement

Delivers Compliance-related capabilities ensuring agent adherence to a predefined process by
disabling screen elements or limits screen and application functionality until agents complete
the mandatory steps of the process.
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Insights Innovation Value

Check
Balances Pay Bills

Receive
Schedule Alerts
Transfers
24/7 Check
Access Multiple
Accounts

Transfer
Funds Schedule

Transform human and

Payments

machine interaction

7 Smart Mobility Solution

HGS has developed capability on speech and smart mobility solution partnering with vendors and
other enterprise across the industries in order to improve customer engagement and enhance
employee performance.

These applications transform the way human and machine interacts by leveraging multilingual
speech recognition, voice biometrics, and smart mobile technology in the enterprise context.

Speech Recognition is the ability of a program to understand and carry out spoken commands :
• Enables natural, human-like conversations and satisfying interactions
• Automates a vast amount of communication through targeted dialogic workflows

Voice biometric is a numerical representation of the sound, pattern and rhythm of an

individual’s voice :
• A voice biometric or "voice print," is as unique to an individual as their finger print.
• A speaker’s voice is extremely difficult to forge for biometrics comparison purposes, since a
myriad of qualities are measured ranging from dialect and speaking style to pitch, spectral
magnitudes, and format frequencies.

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Insights Innovation Value

Thank You
The contents of this document are proprietary and confidential to Hinduja Global Solutions and may not be
disclosed in whole or in part at any time, to any third party without the prior written consent of Hinduja Global
Solutions.

© 2014 Hinduja Global Solutions

All rights reserved, Copyright in the whole and any part of this document belongs to Hinduja Global Solutions.
This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any
manner or form, or in any media, without the prior written consent of Hinduja Global Solutions.

www.teamhgs.com

Anand Biradar
V. P.
BD Caribbean and Latin America
E: [email protected], W: www.teamhgs.com
M: +1 201 286 7741