Hinduja Global Solutions Limited (HGS) announced a global strategic alliance with leading mobile and online messaging provider LivePerson to empower stronger customer engagement via DigiCHAT, a core capability within HGS’s DigiCX suite of services. Through the alliance, HGS will integrate LivePerson’s messaging platform LiveEngage® as a strategic option to power its DigiCHAT, DigiTEXT and DigiSOCIAL service offerings.
LiveEngage is a digital capability that allows companies to message consumers through the channels of their choice. Using LiveEngage with the HGS DNA (Digital Natural Assist), HGS agents can monitor consumer inquiries and quickly pivot from automated channels of service to agent-assisted chat.
HGS DigiCHAT is a key channel for any business looking to give its connected customer a variety of ways to get the product and service information they need. The DigiCHAT platform is a device-agnostic channel, allowing customers to engage in a web chat session either on-demand, or through proactive popup invitations triggered by customer behavior (e.g., number of clicks or amount of time spent on the page), or on more sophisticated customer profile and business rules. Customers’ questions or concerns can be serviced securely through either an automated (virtual) or live agent, depending on complexity and sensitivity, via web, smartphone, tablet, or any other connected, web-enabled device.
HGS’s DigiTEXT augments your traditional call center offerings with a solution that allows customers the ability to channel pivot from phone (IVR) to text, chat to text, web to text, or email to text.
HGS DigiSOCIAL channels your social media communication with customers via live agent assisted messaging, and self-service forums, such as peer-to-peer communities, FAQ Facebook tabs, and social automation to decrease support costs.
“Mobile and digital engagement is not just the future of customer service support, but it’s where consumers are already directing the majority of their interactions with brands,” said Mandeep Singh Kwatra, Vice President of Global Solutions and Capabilities at HGS. “For HGS, partnering with LivePerson to combine our expertise in customer experience design with their best-in-class digital chat infrastructure capitalizes on our mutual areas of expertise to ultimately elevate the offerings to build better solutions for our clients.”
“LivePerson and HGS share a perfectly aligned vision on how consumers will need to communicate with brands in today’s mobile-enabled environment,” said Judie Beshansky, Director of Channels for LivePerson. “We’re excited to partner with HGS in bringing the power of LiveEngage to more businesses, driving meaningful, intelligent connections and raising the bar for industry standards in communication.”
HGS has already employed LivePerson’s market-leading LiveEngage platform in current customer offerings across North America and Europe. The new alliance allows both organizations to approach strategic digital deals collaboratively in the market with strong full-service solutions, and it also aligns with HGS’s design thinking and proactive approach to continually identify and solve challenges that help clients unlock the full potential of their customer experience journeys.