HFS Research Ranks HGS in the Top 3 for Voice of the Customer in Survey of More Than 300

HGS Challenges Status Quo as Recognized Digital CX Thought Leader

Deepthi | Myequity news | Date : 20-03-2019 14:55:00 IST

Hinduja Global Solutions Ltd. (HGS) was ranked in the top 10 for three separate categories in the HFS Research Top 10 Front Office Customer Engagement Operations Services 2019 report.

HFS Research evaluated 23 business process management providers, with 300 reference clients, to create a comprehensive study of customer engagement operations services for buyers and potential buyers of outsourcing services. Among world-class BPM providers, the independent HFS Research has ranked HGS as a top provider for:

  • Voice of the Customer
  • Vision and Go-To Market Innovation Capability
  • Customer Engagement Operations

HFS Research describes HGS as a digital customer experience thought leader. As HGS has been carefully developing digital customer experience capability and vision, and it is resonating well with their clients.

“HGS has taken a strong thought leadership approach to the customer engagement challenge of finding the right balance between automation, self-service, and traditional interactions,”
said Melissa O’Brien, Research Vice President, HFS Research. "HGS's investment in developing its DigiCX® capability and messaging to address this challenge seems to be resonating with customers, as evidenced by its number three placement in our Voice of the Customer rankings. When operational challenges inevitably arise, HGS team members roll up their sleeves, taking ownership in finding a solution.”


Partha DeSarkar, Global Chief Executive Officer, HGS, explains the reason behind HGS’s digital, partnership focus: “While clients hire HGS to address their immediate customer engagement requirements, ultimately they trust us to enhance their customer experience, led by value, insights and digital innovation they cannot provide from within. HGS strives to offer the right blend of digital and traditional interaction services and we are honored to be recognized in a list that is based on the feedback from 300 buyers of engagement services.”

About Hinduja Global Solutions (HGS)


A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients.


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