Hinduja Global Solutions began as a small Bengaluru call-centre firm with $6 million in revenue and a single office, and over two decades transformed itself into an “intelligent experience partner” that designs and runs customer-facing operations, back-office processes and digital media networks for over 1,000 global brands. The pivot came in 2022, when it sold its healthcare-services business for $1.2 billion and used the proceeds to sharpen its focus on technology-led services, then folded in NXTDIGITAL’s media platform to create a second national-scale consumer engine. The recurring pattern is a “string-of-pearls” approach - 14 acquisitions layered onto organic growth, each adding a capability or a geography, followed by structural simplification - that explains how the company keeps adding new engines without losing the old ones. # Business segments Three engines at different stages - a global BPM platform that is the group’s anchor, a national digital-media network built through acquisition, and an enterprise-connectivity bet growing inside it - each funded by the cash flows of the one before. ## 1. Customer experience and business process management: the anchor engine **A global outsourcing business that runs customer service, back-office work and AI-led transformation for large enterprises, earning revenue through multi-year contracts and expanding inside existing clients.** - **Paid to run operations, not projects** - revenue comes from long-term contracts for contact-centre outsourcing, back-office processing and HR solutions, with a growing share from higher-margin digital, data and AI engagements layered on top. - **AI that lives inside workflows** - the company’s “Realized AI” method embeds artificial intelligence into live client processes using a 90-day programme: pick one process, solve the problem, and take it from zero to production while sharing risk with the customer rather than handing it off. - **A proprietary platform as the delivery chassis** - HGS Agent X™ is a cloud-based contact-centre AI platform with over 300 pre-built integrations, 23 active customers and 21 AI assistants already in production inside client operations, which speeds up deployments and makes the service stickier. - **Deep domain knowledge, not just technology** - roughly 18,000 employees have run thousands of real customer conversations and payroll cycles, so the company can layer AI on top of operational experience rather than starting from scratch, which it argues separates it from vendors that “slap AI wrappers onto legacy platforms”. - **Clients are consolidating spend into multi-tower deals** - key customers no longer buy customer experience, digital and data services separately; they want integrated transformation, which plays to HGS’s ability to bring all three capabilities together under one contract. ## 2. Digital television and broadband: a national consumer platform built by acquisition **India’s only integrated platform delivering television via both satellite and cable, plus retail broadband, to over 6 million customers through a network of nearly 10,000 local franchisees - a B2B2C model with prepaid billing that eliminates revenue leakage.** - **The only Headend-In-The-Sky in India** - the HITS platform beams digital television via satellite to over 1,500 cities and towns, reaching remote areas that terrestrial cable cannot serve economically, which gives the business a coverage moat no competitor replicates. - **A franchisee army that owns the last mile** - nearly 10,000 Digital Services Partners (local cable operators) redistribute signals to retail consumers, so the company avoids the capital and operating cost of wiring every home while keeping churn at roughly half the industry average. - **Broadband is the growth engine, and it is moving up the speed ladder** - operating under the ‘ONE Broadband’ brand as India’s fourth-largest private ISP, the business grew high-speed plan adoption (above 100 Mbps) from 10.7% to 15% year-on-year, while entry-level packages dropped from 54% to 46% of the base. - **Acquired scale in high-ARPU markets** - the purchase of a 51% stake in Mumbai-based Seven Star and a strategic alliance with Delhi-based Triple Play added roughly 100,000 broadband customers in two of India’s densest urban markets, where customers pay more and churn less. - **A large-scale digital-inclusion project as the next leg** - Project Ganga, signed with the Uttar Pradesh government, aims to connect over 2 million households by empowering up to 10,000 local entrepreneurs as Digital Service Providers, with interest-free government-backed loans of up to Rs. 5 lakh each to fund the rollout. ## 3. CelerityX: the enterprise-connectivity bet inside the media engine **A B2B networking division that sells secure connectivity - fibre, satellite and 5G - to corporate and government customers on multi-year contracts, using the same network that serves the retail broadband business.** - **One network, two customer types** - CelerityX rides on the 350-plus-city fibre network built for the retail broadband business, so the incremental cost of serving enterprise customers is low while contract durations stretch to 24-60 months, far longer than the one-to-two-month retail contracts. - **A platform that aggregates 18,000 ISPs** - NetX is a first-of-its-kind connectivity marketplace that lets enterprises access any of over 18,000 internet service providers across India through a single interface, with performance ratings, price comparison and trouble-ticketing built in. - **Security sold as a service** - OneX bundles network management, security and LAN control into a single “network-as-a-service” product with built-in firewall, intrusion detection and endpoint security, and already serves over 3,000 cooperative and regional rural banks under a partnership with the Maharashtra State Cooperative Credit Societies Federation. # Group structure and partners **A multi-layered subsidiary structure separates the global BPM operations from the Indian digital-media business, with each geography and product line housed in its own entity under a cash-rich parent.** - The digital-media business sits in a separate chain: IndusInd Media & Communications (77.55% owned) holds the passive infrastructure and fibre assets, while ONEOTT Intertainment runs the broadband ISP and CelerityX, and Bhima Riddhi distributes television channels - a structure inherited from the NXTDIGITAL merger that is now being simplified by merging nine non-operating subsidiaries into their parent. - The US operations were consolidated in 2025, when five wholly-owned subsidiaries - including the legacy HGS Digital and the acquired TekLink - were merged into HGS CX Technologies Inc., reflecting a broader pattern of pruning the corporate tree after each acquisition wave. - Key technology partners for the BPM business include Microsoft, Adobe, UiPath, AWS and Automation Anywhere, while the media business has a satellite-capacity agreement with Thaicom and a strategic banking-connectivity partnership with MAFCOCS through its subsidiary CelerityX.