HGS

2500+ Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“Avaya solutions are adaptive and easy to use.”

-Sandeep Marwah,
CTO and Vice President of IT, HGS Philippines

Benefits

Reduce Cost
Increased Productivity
Improved Customer Service

TRUSTED TO PERFORM

BPO specialist drives contact center savings, sales and service improvements with Avaya

For global BPO provider HGS, the right contact center platform is essential. Since 2003, it has partnered with Avaya, and now has over 15,000 seats using Avaya technology. That not only gives HGS the confidence and capability to expand cost-effectively, saving 30-40% per seat, but actively drives sales as customers trust the Avaya brand.

HGS, part of the Hinduja Group, specializes in business process outsourcing, and some of its most important services and contracts are based in the contact center – or more accurately, contact centers. With more than 25,000 voice based contact center seats worldwide, including approximately 10,000 in the Philippines, HGS operates from multiple locations, and serves customers from the US and Europe as well as the Asia Pacific region. Since it first started, the heart of its operation has been Avaya technology.

CHALLENGE

  • Provide a high performance contact center platform for an international business process outsourcing company

VALUE CREATED

  • Continuously high availability – essential for a BPO provider
  • Ease of use for HGS staff, whether on the phone or managing the infrastructure
  • Excellent integration with third party products
  • Accelerates sales: prospective customers trust Avaya brand
  • Implemented ahead of schedule
  • Superior management information to improve customer reporting
  • Cost savings estimated at 30-40% per seat

A Name that Opens Doors

HGS opened its first contact center in 1999, supporting 500 seats with an Avaya Definity PABX. The company quickly realized that running on Avaya gave it a competitive edge; its first US customer was attracted by the fact that HGS could provide a call center using Avaya technology. Better still, its familiarity with the Avaya solution meant HGS was able to drive down the cost of setting up the solution. Both factors have continued to benefit HGS ever since.

“For us, Avaya is a name-drop technology,” explained Sandeep Marwah, Chief Technology Officer at HGS. “Many of our customers and prospects rely on Avaya in parts of their own operation. When they learn we use it too, it immediately gives them confidence that we know what it takes to run an effective contact center.”

Savings Every Time

From a cost perspective, Marwah identified key factors that benefit both HGS and its customers. “We can gain significant economies of scale from using our existing Avaya platform, which we can pass on to customers. Also, our deep knowledge of the Avaya solution means we can procure exactly the right selection of products for a customer requirement.”

According to HGS’ internal benchmarking, on average it can set up a new contact center operation for a client at a 30-40% lower cost than others. Today, those operations typically involve different elements of the Avaya Aura® suite, from the core products like Avaya Aura® Communication Manager, Session Manager and System Manager to solutions including Avaya Aura® Messaging and Application Enablement Services.

Integration and Innovation

The fact that these products are inherently complimentary is obviously an advantage, but as Marwah pointed out, Avaya is not a closed shop. “When new customers come to us, they often want us to connect with the CRM platform, or to use their existing call recording or IVR. With Avaya, we have the confidence that this will never be an issue. We can walk up to almost any third party platform, and be certain that we’ll be able to integrate with it.”

That doesn’t mean HGS is resting on its laurels. In fact, Marwah and his team are constantly seeking new ways to increase the efficiency and effectiveness of their operations. A recent example has been the introduction, through Avaya, of SIP trunking. HGS first used this technology, which effectively takes large numbers of customer calls off the PSTN network onto an internal network far earlier, to help a specific client reduce its PSTN telephony bills by as much as 50%. But when the solution also proved more reliable – “we didn’t have a single call drop,” Marwah confirmed – it became a key part of HGS’ ongoing strategy. “Now every customer is moving to it, even those with small call volumes,” Marwah said. “It’s a straight win for us.”

Proving its Worth

The emphasis on reliability and avoiding dropped calls is of course crucial for a BPO provider, and is another reason why HGS has remained unquestioningly loyal to Avaya. Not only is the platform incredibly reliable, it can help HGS prove it too.

“Every one of our customers has specific service level agreements with a range of challenging performance indicators we have to meet,” Marwah explained, “and while some of them are fairly standard, such as at least 99.8% uptime, there are others that are highly bespoke to the customer. Avaya’s ECHI reports give us comprehensive data on every aspect of the operation, and for every customer, so we can provide the customers with the data they want.” That’s not merely a service issue: it directly affects how much HGS is able to bill to the customers each month.

Usability for Agents and Customers

The ease of use of the reporting tools reflects another crucial benefit for HGS; Avaya solutions have proven incredibly user-friendly. For a business with so many contact center agents, it’s clearly vital that new recruits can quickly become comfortable and efficient with the equipment they are using. “Avaya solutions are adaptive and easy to use,” Marwah acknowledged.

That usability has also been put to the test as HGS has expanded its product offering with team collaboration solutions. BPO customers can now opt for Avaya Aura® Conferencing or Scopia® video conferencing; because both are so intuitive, the level of support needed for customers is minimal, while the level of satisfaction is high.

"Avaya’s ECHI reports give us comprehensive data on every aspect of the operation, and for every customer, so we can provide the customers with the data they want.”

— Sandeep Marwah, CTO and Vice President of IT, HGS Philippines

 

No Going Back

The speed and performance of the contact center remains Marwah’s prime focus, and here his team is working closely with Avaya Professional Services to bring further innovation into the operation. “We’re looking at a kind of artificial intelligence,” he grinned. “The idea is to improve the call handler response time through speech analytics. When the system recognises that a caller has said a certain trigger word, it provides relevant screen prompts to agents. That means that instead of waiting for the agent to click to open the right pages or applications, they’re already there.”

Callers will receive a faster response; agents will be able to handle more calls. It’s a perfect demonstration of a highly optimised contact center operation. No wonder Marwah declared himself “happy, very happy” with HGS’ partnership with Avaya. “It means we can deliver what our customers ask for. We always recommend new customers move to Avaya rather than retaining their existing platform. No one has ever asked to move back.”

SOLUTIONS

  • Avaya Aura® Application Enablement Services
  • Avaya Aura® Communication Manager
  • Avaya Aura® Conferencing
  • Avaya Aura® Messaging
  • Avaya Aura® Session Manager
  • Avaya Aura® System Manager
  • Avaya Call Management System
  • Contact Center Control Manager
  • Scopia® MCU
  • Scopia® Management
  • Session Border Controller for Enterprise

About HGS

HGS provides a full suite of business process management services to international organizations in a wide range of sectors. It manages consumer interactions for some of the world’s most recognized brands in media, healthcare, financial services, consumer electronics and retail, as well as the public sector. HGS operates on a global landscape with about 40,000 employees in 65 worldwide locations. It has nine sites spread into four campuses in the Philippines. HGS is part of the multi-billion dollar Hinduja Group.
For more information, view: www.teamhgs.com

 

CUSTOMER PROFILE
  • Headquarters:

  • India

  • # Employees:

  • 40000

HGS provides a full suite of business process management services to international organizations in a wide range of sectors. It manages consumer interactions for some of the world’s most recognized brands in media, healthcare, financial services, consumer electronics and retail, as well as the public sector. HGS operates on a global landscape with about 40,000 employees in 65 worldwide locations. It has nine sites spread into four campuses in the Philippines. HGS is part of the multi-billion dollar Hinduja Group.

What our Customers are saying
“For us, Avaya is a name-drop technology. Many of our customers and prospects rely on Avaya in parts of their own operation. When they learn we use it too, it immediately gives them confidence that we know what it takes to run an effective contact center.”

Read more testimonials >
  • Sandeep Marwah

  • HGS

AVAYA SOLUTIONS DELIVERED