HGS
Customer Experience and Contact Center
HGS is a digital CX and BPO services provider that provides customer experience and contact center solutions for various industries, known for its commitment to digital transformation and autonomous CX solutions.
Size
over-10K
Public
over-1b
Mission
To create extraordinary employee experiences that power exceptional customer service experiences.
About
HGS offers customer experience and contact center solutions along with back-office operations and AI and data services for clients in banking, financial services, healthcare, retail, and e-commerce. The company operates using a globally local delivery model and supports clients across multiple regions.
It is recognized for its extensive global presence and over 20,000 skilled employees, ensuring consistent and personalized customer interactions at scale.
Services
HGS provides customer experience and contact center solutions, supported by back-office operations and AI and data services. These services include inbound customer support, technical support, CX consulting, and automation enablement, tailored to enhance the customer experience lifecycle and optimize business processes.
Capabilities
Inbound Customer Support
Technical Support (Tier 1/2)
CX Consulting & Journey Mapping
Automation & RPA Enablement
Cybersecurity Operations (SOC)
Recruitment Process Outsourcing (RPO)
Industries Served
The company serves clients in banking and financial services, insurance, healthcare and life sciences, and retail and e-commerce. It has experience supporting large brands with services aligned to industry-specific requirements and technology platforms, ensuring effective integration and operational efficiency.
Unique Stregths
HGS is known for its commitment to digital transformation and creating extraordinary employee experiences that drive exceptional customer service. Its approach includes continuous optimization and growth strategies, which help deliver consistent, prompt, and positive interactions at scale.
Delivery Footprint
Headquartered in New York, NY, USA, the company operates using a globally local delivery model. It serves clients across various countries, with teams working in hybrid environments depending on client needs.
Certifications
ISO 9001:2015
OHSAS ISO 45001:2018
Verticals
Banking & Financial Services
Insurance
Healthcare & Life Sciences
Retail & e-Commerce
Clients
No items found.
What's the main service provided by
HGS
?
HGS specializes in delivering customer experience and contact center solutions, ensuring exceptional support for clients. Their offerings encompass a wide range of services, including inbound customer support, technical support at both Tier 1 and Tier 2 levels, CX consulting and journey mapping, automation and RPA enablement, as well as cybersecurity operations. These services are designed to enhance the overall customer experience and optimize business processes effectively.
What additional services does
HGS
provide?
In addition to its primary focus on customer experience and contact center solutions, HGS also offers extensive back-office operations and AI and data services. These additional capabilities allow clients to streamline their processes and leverage advanced technologies for improved efficiency and effectiveness.
When was
HGS
founded?
HGS was established in the year 2000, marking its inception in the business process outsourcing sector. As of 2024, the company has been operating for 24 years, continually evolving its services to meet the changing demands of its clients in various industries.
What industry verticals does
HGS
serve?
HGS serves a diverse range of industries, with a strong focus on Banking & Financial Services, Insurance, Healthcare & Life Sciences, and Retail & e-Commerce. This extensive industry experience allows HGS to tailor its solutions to meet specific requirements and challenges faced by clients in these sectors.
What delivery model does
HGS
offer?
HGS employs a versatile delivery model that includes onshore, offshore, and hybrid approaches to service delivery. Onshore refers to operations conducted within the same country as the client, ensuring close collaboration and immediate communication. Offshore operations take place in different countries, often leveraging cost advantages while maintaining high-quality service. The hybrid model combines both strategies, allowing HGS to adapt to client needs and preferences efficiently.
How many employees and/or seats does
HGS
have?
HGS boasts a robust workforce of over 10,000 employees. This extensive team enables the company to handle a vast array of client needs and scale operations effectively, ensuring that they can deliver personalized and consistent customer interactions across various platforms.
Can
HGS
be considered a good service provider for startups?
Can
HGS
be considered a good service provider for SMBs?
Can
HGS
be considered a good service provider for enterprises?
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