HGS has been named as a supplier on Crown Commercial Service’s (CCS) G-Cloud framework, which means HGS will continue to supply cloud and digital workforce solutions on the G-Cloud 12 Framework, including cloud and automation services to enable the cognitive contact centre.
G-Cloud is a CCS procurement framework that enables public sector organisations to search, evaluate and procure cloud services from select suppliers. G-Cloud 12 went live this month. CCS supports the public sector to achieve maximum commercial value when procuring common goods and services.
The CCS digital marketplace provides UK public sector organizations with a fast and compliant way to procure cloud-based technology that avoids lengthy tender processes. As public sector organizations face unprecedented challenges, the ability to quickly roll out technology solutions at scale is critical.
“HGS is committed to the UK public sector, and our addition to the G-Cloud Framework is proof of the value and innovation that we bring to CCS,” said Adam Foster, CEO, HGS UK.
“Our inclusion in the G-Cloud Framework allows us to quickly deploy cost-saving technology that benefit taxpayers by streamlining processes and improving the customer experience, while ensuring buyers that we meet and exceed stringent security standards.”
As more organisations look for innovative user experience (UX) and BPM solutions to drive operational efficiencies with value for money, HGS has focused on providing tech-enabled solutions that elevate organisations with cutting edge digital partners including Amazon Web Services, UiPath, Automation Anywhere, IBM, Twilio and many more. Cloud strategy, migration services, managed services with automation strategy & services enables digital workforce management solutions to include:
A cognitive contact centre is a next-generation, intelligent-automation-enabled, bot, and AI-driven contact centre. A cognitive contact centre takes into account the UX, the stage of the customer journey, and other data to enrich every single interaction.
HGS PULSE™ a new contact centre analytics platform that provides business performance and customer insights using real-time data. With access to predictive analytics and real-time information, contact centre leaders can act proactively by predicting customer churn and loyalty, as well as better manage their workforce by tracking customer demand.
The HGS EPIC™ Social Care solution, which uses artificial intelligence to quickly and effectively engage customers on social media channels. Frost & Sullivan recently awarded HGS a Customer Service Leadership Award for Social Media Consulting and Management for EPIC (Engage, Protect, Inform and Create).
The EPIC Social Care solution received the award for its superior AI and speed when compared to other solutions, cutting in half the industry average response time while also using advancing AI technology to filter out spam posts.
Business continuity solutions to help navigate the COVID-19 crisis, including HGS’s QuickEntry™ App to help employees screen for coronavirus symptoms, check-in with HR team members to report illness, and access health benefit information.
An enhanced global Work@Home programme to enable more than 21,000 HGS employees to deliver exceptional people experience from home.