HGS Company Overview

Solutions providers at heart. Customer first in practice.
HGS Company Overview

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1.0 Who We Are
2.0 What We Do
3.0 Where We Deliver
4.0 Why HGS?
Table of Contents

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We create value for our
clients by combining
Bots&Brains™
to improve the total
cost of doing business.
An outsourcing partner
that believes transparency
and alignment are required
to achieve long-term
success.
We provide customer
engagement and business
process solutions across
the entire customer
lifecycle.
We help clients become
more competitive by
simplifying the digital
transformation journey
across channels, analytics and
automation.
Who Is HGS?

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At a Glance…
“Big enough to deliver globally, strong enough to invest, but small enough to really care.”
Since 1973*
75
delivery centers
7
countries
$597M
in revenue
44,528
employees
38
languages
255
clients
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* The company began in 2000 as HTMT; In 2006, the company restructured the BPM division as Hinduja Global Solutions (HGS).
HGS has made multiple acquisitions, some of which have been operating since 1973.

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Our Vision
To be a globally preferred business process transformation partner
for our clients, creating value in their business through innovative
outsourcing solutions
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Our Distinctiveness
Our Domain Expertise and Finding
Ways to Create Value Through
Intelligent Innovation
• Expanding Channels
• Leveraging Analytics & Insights
• Adopting Automation
• Personalized, High Touch CX

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We grow with our clients and help them along the customer experience transformation journey. . .
creating value through innovation.
CRAWL
Customer Service
Agent-driven, email or voice calls,
objective is query resolution, and
high customer satisfaction
Expanding channels, omni-channel
experience, and an effortless journey,
know your customer better via analytics,
quick query resolution via self help, and
improve UI design
Improved customer journey,
personalization, intelligent engagement
using AI and cognitive technology,
automation, self service, bots, virtual
assistants, mobile camera video support,
sales, marketing, customer centric
business models.
WALK
Customer Engagement
RUN
Customer Experience
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Our Approach

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Technology Travel and Hospitality Automotive
Consumer Goods Healthcare Public Sector
Retail and eCommerce Financial Telecom
Deep Domain Expertise
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Solution Providers at Heart
Driving Results, Consistently.
Technology
Achieved 97% issue resolution
rate using Self Help
Travel and Hospitality
Sold over $65M in tickets, using
Voice and sales training
Consumer Goods
Increased sales by 40% using
Chat for cart abandonment
Healthcare
Recovered $140M using Automation
and Clinical Expertise
Public Sector
Improved collections by 43% using
Retention Strategy Effort
Retail and eCommerce
Saved $1.4M in 3 months using AI
& Automation for Social Media
Financial
Reduced payroll cycle
time by 65% using HRO
Telecom
Achieved a 90% FCR by
Process Re-Engineering
Automotive
Converted 80% of SMS contacts
to Leads for auto shopping site

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What Customers Say About You… Because of Us.

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A Leader in Our Industry
(But don’t take our word for it . . . )
Leader ISG Provider Lens™
 Social Media Consulting
and Management
Services
Blue Print Winner’s Circle
 Digitally Enabled
Contact Center
 Healthcare Operations
Magic Quadrant for
Customer Management
Contact Center BPO
Peak Matrix
 Contact Center
Outsourcing
 BPO Healthcare Payer
 BPO Healthcare
Provider
Neat Leader
 CMS in Analytics,
Multichannel, Digital
Marketing, Telecom,
Retail, CPG, Healthcare,
High Tech
 Business Transformation
through RPA & AI for
Healthcare & Insurance

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Leader in Global
Outsourcing 100®
Best Use of Self
Service Technology
Best Outsourcing
Partnership
CSR Leadership
Awards 2018
Best Customer Service
Excellence Award
Best Customer Service
Department of the Year
Women of the Year
Cultural Transformation
Leader of the Year
Business Transformation
Leader of the Year
B2B Innovation
Gold Winner
Omnichannel
Social CRM Award
Customer Service
Team of the Year
New Product Innovation
Award for DigiCX®
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…and We’ve Won a Few Awards Along the Way

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Driven by innovation. Powered by people.
2.0 What We Do

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What We Do
Business Process
Optimization
Digital
Transformation
Customer
Engagement
Communicate with consumers via
multiple channels to address customer
service, sales, and support.
With a strong competence in
automation and analytics, achieve
breakthrough digital transformation.
Run operations efficiently and cost
effectively by optimizing front and
back office processes.
Automation
Voice Self Help
Email
Chat
Text
Social Media
Mobile Cam
IVR
Video
Human Resource
Outsourcing
Back office
Digital MarketingAnalytics
B2B Sales

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Our Global Footprint
CANADA
 Dartmouth, NS
 Kentville, NS
 Liverpool, NS
 Charlottetown, PE
 Belleville, ON
 Barrie, ON
 Pembroke, ON
 North Bay, ON
 Timmins, ON
 Windsor, ON
INDIA
 Bangalore
 Mumbai
 Chennai
 Mysore
 Hyderabad
 Noida
 Indore
 Raipur
 Pune
 Mangalore
 Nagercoil
 Guntur
 Durgapur
JAMAICA
 Kingston
PHILIPPINES
 Quezon City
 Muntinlupa City
 Iloilo City
UAE
 Dubai*
UK
 Chiswick
 Selkirk
 Preston
USA
 Lisle* (Corporate
office)
 Peoria, IL
 Princeton, NJ
 El Paso, TX
 St. Louis, MO
 Atlanta, GA
 Jacksonville, FL

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Languages Supported
North America
 English
 French
 Spanish
PHILIPPINES
 English
 French
 Spanish
 Filipino/
Tagalog
 Nihonggo
 Mandarin
 Cantonese
 Indonesia
Bahasa
 Thai
 Vietnamese
 Malay
Bahasa
 Korean
UK / Europe
 English
 French
 Spanish
 Dutch
 Filipino/ Tagalog
 Italian
 Polish
 German
 Portuguese
 Belgian
 Russian
 Creole
 Hebrew
 Turkish
 Arabic
 Urdu
 Cantonese
 Mandarin
 Indonesian
 Korean
 Japanese
 Vietnamese
 Thai
 Bengali
 Guajarati
 Hindi
 Sinhala
 Tamil
INDIA
 English
 Hindi
 Kannada
 Malayalam
 Tamil
 Marathi
 Telugu
 Bengali
 Odia
 Assamese
 Syleti Bangla

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Our client longevity
proves we have a
passion for putting
the consumer first.
Getting the basics right is
critical to earning our
partners’ trust and driving
results. Consistently.
We’re problem solvers
at heart which is why
solutions is in our name.
We let our results speak
for themselves.
Our #1 priority is to
create value for our
clients through
innovation… and our
vision statement proves it.
Brilliant
Execution
Customer
First
Deep Domain
Expertise
Intelligent
Innovation
Why We Are the Right Business Transformation Partner…

HGS Company Overview

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