HGS Opens New Contact Centre and Innovation Hub in Waterloo

Hinduja Global Solutions (HGS), a global leader in digital customer experience and business process management, has officially launched its newest digital customer experience (CX) and Data & Analytics innovation centre in the Waterloo region.

The new facility will serve as a hub for tech-enabled customer engagement – using automation, analytics and cloud tools to help global brands connect with customers. The company has already hired more than 70 people and plans to create a total of 150 new jobs.

The expansion was made possible with the support of Invest Ontario and Waterloo EDC, who helped guide the company’s expansion into the region.

The official opening was marked by a May 15 launch event at its new location in the city of Waterloo. HGS leaders were joined by elected officials, economic development partners and members of the local tech community to celebrate the company’s expansion into one of Canada’s fastest-growing communities.

Why Waterloo?

HGS was drawn to Waterloo’s reputation for innovation and entrepreneurship. Home to world-class universities like the University of Waterloo and Wilfrid Laurier University, the ecosystem brings together business, technology and talent – making it an ideal place to grow.

“Waterloo is the ideal city for HGS to expand,” says Savita Jones, HGS SVP – North America Operations, in a company press release.

“This region is home to more than 1,000 technology firms and has proven to be the perfect place to turn innovative ideas into a thriving business. Its collaborative spirit within this type of ecosystem is a great fit for our next-generation CX solutions that will ultimately create a data-rich innovation network.”

HGS has operated in Canada for many years and is now re-establishing a physical presence with its Waterloo location – part of a long-term commitment to growing its Canadian operations.

“With the company’s focus on delivering frictionless, omnichannel experiences, the Waterloo centre will play a key role in enhancing customer satisfaction for some of the world’s leading brands,” according to the company.

The new centre will support a wide range of roles, including automation, data analytics, AI, IT support, bilingual customer service, talent management, HR, engineering, operations and more.

Launching with local support

Getting operations up and running was a collaborative effort.

Invest Ontario and Waterloo EDC helped HGS select the right location for the new facility and start to build out its local workforce.

Invest Ontario also facilitated a partnership with the University of Toronto through Mitacs, helping HGS recruit graduate students for an AI research project.

Waterloo EDC, which connected with HGS in early 2024, supported the company throughout the expansion process – helping the company navigate early challenges, build local relationships and prepare for a successful opening.

Finally, support from the Region of Waterloo’s Thrive program gave HGS a head start. The program connects companies with qualified, work-ready candidates – a major advantage in a competitive hiring market.

“An expansion like this requires everything from talent and infrastructure to an enabling ecosystem to succeed. By working hand-in-hand with our clients, we are able to bring together the right partners and resources to move projects forward,” says Khawar Nasim, CEO of Invest Ontario.

Building for the future

With operations now underway, HGS is looking to make a long-term impact. The company is already looking for meaningful ways to engage with the local ecosystem – from academic partnerships to community collaboration.

The company is exploring opportunities to work with our local post-secondary institutions. Having an existing relationship with the University of Toronto, the company sees strong potential in the University of Waterloo’s research capabilities and co-op talent pipeline as it continues to innovate and grow.

HGS has also made it clear that they plan to contribute more than just jobs:

“Beyond job creation, HGS aims to contribute to the Waterloo community through local partnerships, skill development initiatives and innovation-driven collaborations that will further strengthen the [community’s] role as a leader in the global digital economy.”

This future mindset, shared by many companies that expand here, aligns well with the values of the Waterloo community – collaboration, innovation and shared success.

“I am indeed pleased to welcome HGS to Waterloo Region,” says Tony LaMantia, President & CEO of Waterloo EDC. “Their community engagement and growth plans will make them a highly valued anchor company in our community.”

Read the full press release for more details.

Launch day highlights

The launch event featured remarks from government and community leaders who welcomed HGS to the region and highlighted Waterloo’s appeal as a destination for global investment and innovation.

Special guests and speakers included MPP Mike Harris, MP Bardish Chagger, Regional Chair Karen Redman, Mayor Dorothy McCabe, Invest Ontario CEO Khawar Nasim and Waterloo EDC President and CEO Tony LaMantia.

About HGS

A global leader in optimizing the customer experience lifecycle, digital transformation, business process management, and digital media ecosystem, HGS is helping its clients become more competitive every day. HGS’ core BPM business combines automation, analytics and artificial intelligence with deep domain expertise focusing on digital customer experiences, back-office processing, contact centres and HRO solutions. HGS’ digital media business, NXTDIGITAL (www.nxtdigital.in), is India’s premier integrated Digital Delivery Platforms Company delivering services via satellite, digital cable and broadband to over 6 million customers across 1,500 cities and towns.

Learn more at https://hgs.cx.