HGS UK and MaxContact announce partnership to transform customer experiences

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The UK operations of Hinduja Global Solutions Ltd (listed in BSE & NSE) has announced its partnership with MaxContact, an award-winning customer engagement platform that helps contact centres build smarter customer experiences. This partnership is one element of a new ecosystem for HGS UK to differentiate and create memorable customer experiences across admired brands throughout the UK and Europe

HGS selected MaxContact, a UK-based company that brings a wealth of industry experience and market expertise, to assist in continuing to strengthen HGS’s contact centre offerings. HGS recognises that employee engagement is a key contributor to memorable customer experiences (CX). MaxContact has differentiated itself as a UK technology provider across customer and employee engagement.

Providing an easy-to-use platform for your agents means that they will be able to support customers better and be more engaged, delivering a reliable service, operational excellence, and value-for-money.

“We’re thrilled to establish an ongoing partnership with HGS UK, a company that is renowned for delivering high quality CX operations for its clients. Our flexible approach to building and developing a market-leading engagement software platform means we can adapt to the needs of HGS and its clients,” explains Ben Booth, CEO of MaxContact.

Michael Hanratty, Director of IT of HGS UK notes, “The migration to MaxContact as one of our key Contact Centre as a Service (CCaaS) vendors allows HGS to scale quicker and offer a wealth of benefits and features to our clients using a proven robust infrastructure and support model.

The MaxContact team have been a pleasure to work with. The HGS UK team has leveraged their deep and specialised expertise throughout the initial migration and on many occasions since.”

MaxContact’s customer engagement platform has preset features that enables HGS UK clients to mature their digital footprint in a shorter timeframe. The solution supports multiple channels (voice, messaging, email, web chat, social), PCI-DSS compliant payments, continuous monitoring with shared visibility, and open integration with leading UK artificial intelligence (AI) partners. MaxContact is a key component for end-to-end digital CX and is in complete alignment with HGS UK’s CX solution framework – known as the Cognitive Engagement Centre.

Customers of HGS UK with MaxContact will benefit from:

  • Fast and intuitive implementation: Cloud-hosted SaaS (software-as-a-service) platform with an intuitive interface and ready-to-go dashboards.
  • Easy digital shift: Prebuilt features to expand channels as low-code and without the need to source costly tailored development.
  • Uninterrupted engagement experiences: Open architecture and out-the-box integration to case management, customer relationship management, infrastructure, finance, payments, data, and insights.
  • Product-enabled services for support and customisation: In-house development teams alongside HGS delivery to connect key software and apps for a seamless workday.
  • Evergreen ecosystem: Interoperability to leading AI toolsets, including omnichannel self-service, customer journey insights, speech/sentiment analytics, and middleware to enable data engineer/science interventions.

 

The HGS UK and MaxContact partnership is designed to help current and prospective clients exceed customer expectations and fast-track their digital transformations.

About Hinduja Global Solutions (HGS) UK

A leader in optimising CX, HGS UK helps our clients become more competitive every day. We provide world-class customer care and digital innovation for contact centre operations locally and globally. Our solutions ensure high quality conversations, in the customer channel of choice, resolving contacts the first time, all underpinned by great people, cloud technology, digital innovation (automation, analytics, and artificial intelligence), and a collaborative partnership to optimise and future-proof.

HGS UK has over 3,000 employees making a difference to some of the world’s leading brands, and central and local governments. Although locally managed, we are part of the HGS group, a multi-million dollar business, bringing global best practice, backing, and investment. Globally, HGS has over 20,000 employees across 35 delivery centers in seven countries. For the year ended March 31, 2022, HGS had revenues of US$ 779 million, including from the recently divested Healthcare Services business. Visit https://hgs.cx/ to learn how HGS transforms customer experiences and builds businesses for the future.

About MaxContact

MaxContact is customer engagement software that goes above and beyond to build smarter customer experiences. Our platform is packed with powerful features, accessible for businesses large and small, and ensures businesses can operate compliantly. We work with our customers to create seamless customer interactions, so they can reach the right people, on the right channel, at the right time, every time. Visit: https://www.maxcontact.com/.

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