• April 5, 2016

HGS Launches Website-as-a-Channel

Hinduja Global Solutions (HGS) has enhanced its Website-as-a-Channel (WaaC), an intelligent customer engagement offering that helps businesses give their customers the right answer fast. HGS WaaC is a self-service system that combines virtual and live agent customer support.

"When it comes to online customer experiences, today's consumers have high expectations," said Parikshit Kalra, senior vice president of solutions and capabilities at HGS, in a statement. "They demand Web interactions that are fast, seamless, and engaging across all of their devices. That's what Website-as-a-Channel is all about: creating a painless experience that delivers the right answer fast."

An online self-service system, HGS WaaC helps customers get answers to their questions with intelligent search, self-help videos, and interactive virtual assistant capabilities. The service is powered by Smart Channel Selector, HGS's proprietary technology that uses analytics to guide the consumer and automatically pivots to the best channel, including live agents. Smart Channel Selector is constantly learning; it gauges customer satisfaction with the resolutions it provides and optimizes the experience to help consumers get the right answer fast.

HGS provides WaaC to businesses by working through existing company websites or by creating and managing new custom portals for customer support. The solution resolves customer questions across multiple devices, including mobile phones and tablets.

HGS WaaC uses HGS Digital Natural Assist (DNA), a knowledge management technology that unifies the customer experience across channels.

"With the vast majority of customer engagements beginning online, over a variety of devices and channels, the entire customer experience needs to be rethought," said Chris Lord, head of global growth, strategy, and marketing at HGS, in a statement. "Getting the first customer engagement touchpoint right by empowering consumers to find and connect with the answer they are seeking is critical. Our goal with Website-as-a-Channel is to ensure consumers get the right answer fast while driving business results with an amazing CX."

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