APAC CIO Outlook
  • Home
  • CXO Insights
  • CIO Views
  • News
  • Conferences
  • Newsletter
  • Whitepapers
  • About us
Apac
  • Admired Tech

    Agile

    AI Healthcare

    Artificial Intelligence

    Augmented Reality

    Aviation

    Big Data

    Blockchain

    Cloud

    Cryptocurrency

    Cyber Security

    Digital Transformation

    Drone

    HPC

    Infrared

    Internet of Things

    Networking

    PropTech

    Remote Work

    Scheduling Software

    Simulation

    Startup

    Storage

    Wireless

  • Banking

    E-Commerce

    Education

    FinTech

    Food and Beverages

    Healthcare

    Insurance

    Legal

    Manufacturing

    Pharma and Life Science

    Retail

    Travel and Hospitality

  • Atlassian

    CISCO

    Microsoft

    Oracle

    Salesforce

    SAP

    ServiceNow

  • Business Intelligence

    CEM

    Cloud-based Planning

    Cognitive

    Compliance

    Contact Center

    Contact Tracing

    Contactless Payments

    Content Management System

    Corporate Finance

    CRM

    Custom Software Development

    Data Center

    Enterprise Architecture

    Enterprise Communications

    Enterprise Contract Management

    ERP

    Field Service

    HR Technology

    IT Service Management

    Managed Services

    Procurement

    Product Management

    RegTech

    Revenue Management

    Sales Tech

Menu
    • Augmented Reality
    • Agile
    • Cognitive
    • Cyber Security
    • Digital Transformation
    • Atlassian
    • E-Commerce
    • Managed Services
    • RegTech
    • CISCO
    • Blockchain
    • IoT
    • MORE
    #

    Apac CIO Outlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIO Outlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • News
    • Business Process Management
    Editor's Pick (1 - 4 of 8)
    left
    4 Fundamental Lessons for Building a Culture of Innovation and Success

    Walter Carvalho, Vice President & Corporate Chief Information Officer, Carnival Corporation

    WebRTC: Addressing Lync's Multi-Vendor UC Environment Challenge

    Darrin Whitney, CIO, Genband

    Be a Data Driven Organization Now!

    Sharala Axryd,

    Delivering Client Strategy through Innovative Business Analysis

    Tim Coventry, CEO, Business Analysts Pty Ltd

    The BPM Cloud SaaS Revolution

    Gregory Zupan, Founder, Zupan eSystematic Solutions

    Business Continuity in a Technology-Dependent World

    Michael Mullin,

    Is Implementation of BPMS Technology Just another IT Project? If You Answered Yes, Think Again!

    Ardeshir Pezeshki, Practice Director, Business Transformation and BPMS Solution Architecture & Design, Wipro Technologies

    Intelligent Process Automation : The New Imperative for Business Services

    Robert H. Brown, AVP, Center for the Future of Work, Cognizant

    right

    HGS Enhances Digital Assist Chat to Boost Customer Experience

    By apacciooutlook | Wednesday, February 24, 2016

    Tweet
    content-image

    CHICHAGO, IL: Hinduja Global Solutions (HGS), a provider of business process management (BPM) services, announces the enhancement of services to its Digital Assist Chat- a customer engagement service solution- to help extend better customer services to businesses and enterprises.

    HGS’ Digital Assist Chat services aims to increase customer’s experiences by responding to consumer’s questions and queries- quickly along with giving the right advice and answers. The solution’s intelligent automated agent’s front-end can resolve issues without an agent’s assistance and has the ability to work across various channels and devices. This enables a seamless customer experience on the websites, in company messenger apps or third party apps such as Facebook Messenger.

    The Digital Assist Chat channel has the capability to resolve simple questions from customers smoothly through self-service options. For complex questions and issues from customers, the solution automatically redirects the questions to live agents, providing a real-time personalized service. The service integrates existing voice channels by using its smart technology to deflect callsto self-service or live agent support channel.

     Interaction analytics, automation and a common knowledge base are all critical components of HGS’s Digital Natural Assist (DNA), a knowledge management technology that unifies the customer experience across channels. The HGS DNA serves the purpose of increasing the customer’s experience of companies in complex industries by solving technical issues- even those with requirement of visual aids efficiently and in a cost-effective manner.

    Digital Assist Chat can be deployed in either a proactive or reactive mode, depending on the customer’s activity and business need. Proactive chat invites customers to chat with agent based on their query, pages browsed, and other criteria. Reactive chat is an interceptive chat option which is instantly enabled when a customer wants to chat with a live agent.

    Customer experience is enhanced by services that include co-browsing, sharing content, pushing videos, secure forms, interactive engagement, and insight optimization analytics. The Digital Assist Chat service can be deployed quickly and has the native ability to integrate with any CRM, knowledgebase, or third party tools required for successful program delivery.

    “Today’s consumers want immediate and effortless support when an issue arises,” says Mandeep Kwatra, Vice President of Solutions and Capabilities at HGS. “We believe as these demands grow, businesses need services that help them quickly deliver the right answers. That’s what Digital Assist Chat is all about – making it easy for customers to help themselves, and seamlessly integrating live agent support when necessary… when it adds value to the customer and the business. And not just on the web any more, with new channels of service and IOT, chat is now more popular than ever on mobile devices.”

    tag

    Customer Experience

    BPM

    IoT

    Weekly Brief

    loading

    Featured Vendor

    • Green Radar: Delivering All-round Email Security
      Green Radar: Delivering All-round Email Security
    Top 10 Cyber Security Service/Consulting Companies - 2020
    Top 10 Cyber Security  Companies - 2020
    ON THE DECK

    Cyber Security 2020

    Top Vendors

    Cyber Security 2019

    Top Vendors

    Previous Next

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

    Technology Trends that Bring Revolutionary Changes in the Way Education Imparted Before

    Technology Trends that Bring Revolutionary Changes in the Way Education Imparted Before

    What Is the Role of AI in Managed Services?

    What Is the Role of AI in Managed Services?

    Four Mistakes to Avoid when Implementing Digital Transformation

    Four Mistakes to Avoid when Implementing Digital Transformation

    How Edge Computing will Address IoT Challenges?

    How Edge Computing will Address IoT Challenges?

    What Are the Differences Between AI and Cognitive Computing?

    What Are the Differences Between AI and Cognitive Computing?

    The Importance of AIOps in Digital Transformation Journey

    The Importance of AIOps in Digital Transformation Journey

    Loading...

    Copyright © 2021 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    |  Sitemap |  Subscribe

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://www.apacciooutlook.com/news/hgs-enhances-digital-assist-chat-to-boost-customer-experience-nwid-1140.html