# HGS Agent X Reviews **Vendor:** Hinduja Global Solutions **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 3.9/5.0 **Total Reviews:** 4 ## About HGS Agent X HGS Agent X is a fully customizable contact center AI (Artificial Intelligence) software that helps brands solve critical contact center challenges and supercharges their contact center to deliver a top-notch customer experience. With HGS Agent X, you pay for only the features your business needs! - AI-powered agent assist - Customer 360° view - Smart knowledge base - Cloud-based omnichannel platform - Interactive voice response (IVR) & assistance - Contact center analytics - Contact center automation HGS Agent X offers simplicity in an age of complexity. It is a comprehensive, highly customizable, cloud-based contact center solution enabling contact centers to ramp up ROI by: - increasing efficiencies by automating mundane agent tasks - reducing agent task and talk time - speeding up agent onboarding and self-learning - providing agents with deeper customer insights to enrich customer interactions - facilitating agent collaboration and idea generation Resolve issues faster, boost quality management processes, and deliver a great customer experience with HGS Agent X's wide range of features. 1. Simplified Customer 360 View: To improve the CX, brands worldwide continuously enhance their contact centers by introducing new channels. While investing millions to facilitate customer engagement on new channels, few are investing in the tools agents need to support omnichannel environments. One of the biggest frustrations for any customer is having to repeatedly explain the same issue or grievance across different channels to different customer service representatives. HGS Agent X addresses this issue by providing a simple and easy-to-understand customer 360 view to give agents all the information required to resolve a customer query in one place. 2. Smarter Knowledge Management: In a fast-paced and rapidly evolving CX environment, contact center agents must keep up with increasing customer expectations—not only for top-notch CX but for problem-solving. Regular training is an effective tool to ensure the agents are well prepared to handle all kinds of customer issues, but you can do better: HGS Agent X’s smarter knowledge management capabilities enable quick agent training & onboarding and distribution of business-critical information among agents in real-time. 3. AI-Powered Agent Assist: In today’s environment, operating a contact center without AI-powered computing abilities is like consuming food without all the essential nutrients. Gone are the days when customers were looking for answers to questions. They now expect brands to anticipate their needs and offer solutions. HGS Agent X, with its AI-powered agent-assist capability and call center automation tools, not only helps contact center agents eliminate repetitive tasks and improve their efficiency—improving their experience—but it also provides details such as customer sentiment, demographic, product or service information, status, etc. so that agents can tailor offerings and solutions to the customers. 4. Real-Time Customer Insights: Brands aspire to deliver a customer experience that emulates the ease of a conversation with a friend. However, no matter how skilled, agents alone could never replicate this meaningful exchange. A conversation with a friend takes into account your mutual histories, nonverbal cues, tone of voice, and your implied understanding of that friend’s goals. By allowing technology to supplement real-time insights an agent has about a customer, Agent X facilitates a true customer relationship to deliver a memorable customer experience. 5. Reporting and Analytics: With the constant increase in communication channels and the volume of customer interactions, defining and automating the tracking of key performance indicators (KPIs) has become critical to the success of a contact center. Tapping into the insights obtained from analytics ensures that the contact center delivers top-notch CX consistently. Along with AI-powered solutions, smarter knowledge sharing, and customer 360 views, Agent X provides ready-to-use analytics dashboards that monitor the performance of a contact center at an agent level, team lead level, and organization level. These call center analytics dashboards are updated in real-time to improve operational efficiency, quality, and workforce management. Maximize your most valuable asset with a streamlined, unified solution that empowers agent performance and results in an outstanding customer experience. ## HGS Agent X Reviews ### 1. Customer centric with customer 360 analytics and insights **Rating:** 3.5/5.0 stars **Reviewed by:** Nikhil K. | Senior Manager (IT) - Capital Market, Capital Markets, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about HGS Agent X?** omnichannel support, reduced after call work, infrastructure **What do you dislike about HGS Agent X?** integration and automation for two similar functionalities can clash with each other with obotic process automation if the scope is not well defined **What problems is HGS Agent X solving and how is that benefiting you?** getting all customer required data at one place with all necessory parameters to check with ### 2. HGS Agent X: Live Customer Support Simplified **Rating:** 4.5/5.0 stars **Reviewed by:** Piyush Narayan R. | Manager- Marketing, Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about HGS Agent X?** This tool is mainly used by our customer support team to streamline the handling process and automate the same to increase the efficiency manifold. The features which prove to be a winner for HGS Agent X are its fluid analytics, you can have a 360-degree view of the customer's activity and use of AI works like a magic. Also, nobody notices this but the UI/UX of this feature-loaded platform is very intuitive. **What do you dislike about HGS Agent X?** New in the market, It has to fight its own battle with the likes of Exotel. Though now their list of clientele is quite impressive but they need to prove their utility. Also, the admin dashboard does not support integration with our CRM. All in All there are no concrete point to dislike this product at this point. It simply solves the purpose at an attractive price point. **Recommendations to others considering HGS Agent X:** Surely, you can go ahead with it if the range of features is what you require. It is not suitable for a small call center setup. If you have a large customer support team, you can opt for Agent X **What problems is HGS Agent X solving and how is that benefiting you?** As mentioned, our customer support team is loving this due to its analytics feature, and attractive AI algorithm which makes the designing of the workflows super-easy. Benefits: Efficiency and proper optimization/allocation of resources ### 3. Good Contact Center **Rating:** 4.5/5.0 stars **Reviewed by:** Sravan K. | Senior Human Resources Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2022 **What do you like best about HGS Agent X?** AI-powered agent assist to help agents resolve issues faster and reduce hold time **What do you dislike about HGS Agent X?** Nothing for Now if in case in future I will definitely post it **Recommendations to others considering HGS Agent X:** This is Solution Centric **What problems is HGS Agent X solving and how is that benefiting you?** LeanOps and Improve agent productivity and the company. ### 4. Easy to use platform for employees with all details **Rating:** 3.0/5.0 stars **Reviewed by:** SHRAVAN T. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2022 **What do you like best about HGS Agent X?** Common dashboard having all the things in one place like salary slip and tax deduction chart. **What do you dislike about HGS Agent X?** Interface and login issues. I tried to change my password by option is not working. **What problems is HGS Agent X solving and how is that benefiting you?** Employee requirements at one place related to salary and incentives along with tax. ## HGS Agent X Discussions - [What is HGS Agent X used for?](https://www.g2.com/discussions/what-is-hgs-agent-x-used-for) - [View HGS Agent X pricing details and edition comparison](https://www.g2.com/products/hgs-agent-x/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+14%3A34%3A47+-0500&secure%5Bsession_id%5D=7fa8002e-c316-45d8-a46d-e7b1a5fc3fb2&secure%5Btoken%5D=76d4980b964828e94da98c98195f6b4170d408846f58ca70ff5f0a572fc580be&format=llm_user) ## HGS Agent X Features **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Generative AI** - AI Text Generation - AI Text Summarization ## Top HGS Agent X Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,422 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) - 4.3/5.0 (2,352 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,451 reviews)