Case Studies

HGS Creates a New Chapter of Quality Management from the Ground Up with NICE Quality Central


HGS is a leader in digital CX. The company works to enhance every step of the consumer journey and increase customer lifetime value. HGS embraces a true omnichannel approach and engages with consumers via phone, chat, email, mail, video, self-service and social. With all of these channels comes a wealth of important data; yet HGS historically struggled to get the most out of this deep bank of knowledge. Evaluation and reporting processes were completely manual, resulting in significant time and manpower costs. HGS partnered with NICE’s Value Realization Services (VRS) to implement NICE Quality Central (QC) to bring the company into a new chapter of quality management.