Hinduja Global Solutions

Hinduja Global Solutions (HGS) announced the launch of Interaction Intelligence, an enterprise-grade artificial intelligence solution built on the HGS Agent X framework. The solution transforms Quality Assurance from a routine customer service function into a strategic asset that delivers actionable insights. It enables enterprises to analyze nearly 100% of customer interactions across omni-channels, expanding traditional QA coverage by up to 100 times. The platform combines conversational, behavioral, and operational metrics in real time to provide visibility into compliance, agent performance, and customer loyalty drivers. Benefits include enhanced customer experience through better-trained agents, cost competitiveness through reduced costs and revenue generation via cross-selling and up-selling, improved brand reputation, and actionable insights for strategic decision-making. The solution measures tone, empathy, accuracy, and procedural adherence at scale. HGS Global CEO Venkatesh Korla stated the launch positions the company to capitalize on increasing customer experience transformation investments within a rapidly growing market. The company is currently deploying the solution for clients in the Americas. This launch marks HGS's evolution from traditional BPO to an AI-powered Intelligent Experience Company.

Hinduja Global Solutions announced the opening of a new intelligent experience hub in Manila, Philippines. The facility is located in Manila's prime business district and consolidates HGS teams from across the city into a single, purpose-built environment. The company plans to create more than 1,000 new jobs over the next 24 months in business services and digital transformation. The new center has an initial capacity of 1,500 seats and can accommodate up to 3,000 employees in two shifts. With this addition, HGS now operates two facilities in Manila and four across the Philippines. HGS had previously signed a Letter of Intent with the Philippines government to scale its local operations. The hub is designed to support technology-driven business needs and features collaborative spaces for delivering technology-enabled solutions to clients.

Hinduja Global Solutions achieved total income of Rs. 1,187.3 crores and operating revenue of Rs. 1,056.2 crores in Q1 FY2026. EBITDA reached Rs. 159.7 crores with margins of 13.5%, up 169 basis points year-over-year. However, revenue declined sequentially from Rs. 1,161 crores in Q4 FY2025 due to seasonal softness and customer ramp-downs. The company reported negative PAT of Rs. 46.3 crores from continuing operations but positive total PAT of Rs. 11.2 crores including discontinued operations. HGS is prioritizing margin expansion over topline growth and transforming into an AI-enabled intelligent experiences company. The board approved a 5-year business transformation plan focusing on digital services and AI platform Agent X, which is deployed across 20 BPM clients with 5,000 active users. In the media business, NXTDIGITAL faced challenges with Rs. 38.8 crores loss in Q1 versus Rs. 30.5 crores profit in previous quarter, primarily due to Rs. 30 crores in unbilled marketing deals and increased content costs. The company maintains strong balance sheet with net worth of Rs. 7,980 crores and cash surplus of Rs. 5,140 crores.