HP Helps Clients Enhance Customer Interactions by Transforming the Contact Center


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PALO ALTO, Calif., April 30, 2013 — HP Enterprise Services today announced
new services designed to enable organizations to break free from legacy
contact center technology and bring new multichannel customer experience
capabilities to customers quickly and cost-effectively.

As end-user consumer expectations continue to grow, the contact center must
evolve to maintain the highest levels of customer service. By harnessing the
latest contact center technology, organizations have the capability to
provide a consistent experience that delights customers across a variety of
touch points. The outcome is increased customer loyalty and satisfaction at
a lower cost.

The new HP Customer Engagement as a Service (CEaaS) combines HP’s leadership
in enterprise cloud with technology from Avaya, a market leader in contact
center technology, to provide clients a fast path to transition their legacy
contact centers to a new, flexible platform.

HP CEaaS provides clients with a complete suite of contact center tools
supported by a skilled global team. These services enable clients to add
valuable capabilities such as social media marketing, mobile integration and
customer analytics into a single contact center platform, enriching a
customer’s overall experience. By creating a flexible and adaptable
cloud-based business model, HP CEaaS also assists client efforts to:
• Facilitate a consistent customer experience across all channels with
the ability to route voice, email, chat, scanned documents, SMS and
fax-based workflows to agents.
• Accelerate response times to customers with interactive voice response
(IVR) technologies, including voice prompts, speech recognition and
• Support higher levels of customer service with call recording and
quality monitoring capabilities that evaluate agents’ performance and
interactions with customers.
• Incorporate value-add services including analytics, mobile integration
and social customer relationship management while reducing the total cost of

With HP CEaaS, HP provides enhanced contact center technology and
infrastructure delivered via the cloud, allowing clients to retain their own
customer service agents and focus on managing customer relationships. In
addition to working on-premises, customer service agents can work remotely
or from a non-networked site via public internet access.

“When a customer reaches out to a service center, a negative experience can
lead to lost business and a damaged reputation,” said Danila Meirlaen, vice
president, Business Process Outsourcing, HP Enterprise Services. “HP CEaaS
helps clients provide their customers a better contact center experience
that increases customer loyalty while positively impacting the bottom line.”

Hosted in a virtual private cloud environment, HP CEaaS enables clients to
rapidly scale services up and down to meet changing contact center needs. By
utilizing these services, which are delivered via a scalable cost structure,
clients have the potential to reduce upfront capital spend on software
licenses and hardware while eliminating annual maintenance fees.

“Enterprises looking to augment existing infrastructure investments need the
ability to quickly and easily activate multichannel contact center
capabilities through a cloud-based delivery model,” said Mark de la Vega,
vice president, Global Contact Center Solutions, Avaya. “When HP CEaaS is
combined with Avaya Collaborative Cloud solutions for customer experience
management, clients are able to create customer experiences that build brand

HP has more than 30 years’ experience in providing contact center services
and was recently recognized as a leader in NelsonHall’s “Targeting Customer
Management Services” market analysis.(1)

Pricing and availability
HP CEaaS is available immediately in the Americas with pricing varying
according to client need.

HP’s premier Americas client event, HP Discover, takes place June 11-13 in
Las Vegas.

About HP
HP creates new possibilities for technology to have a meaningful impact on
people, businesses, governments and society. The world’s largest technology
company, HP brings together a portfolio that spans printing, personal
computing, software, services and IT infrastructure to solve customer
problems. More information about HP (NYSE: HPQ) is available at

NelsonHall, “Targeting Customer Management Services,” M. Cook, December

This news release contains forward-looking statements that involve risks,
uncertainties and assumptions. If such risks or uncertainties materialize or
such assumptions prove incorrect, the results of HP and its consolidated
subsidiaries could differ materially from those expressed or implied by such
forward-looking statements and assumptions. All statements other than
statements of historical fact are statements that could be deemed
forward-looking statements, including but not limited to statements of the
plans, strategies and objectives of management for future operations; any
statements concerning expected development, performance, market share or
competitive performance relating to products and services; any statements
regarding anticipated operational and financial results; any statements of
expectation or belief; and any statements of assumptions underlying any of
the foregoing. Risks, uncertainties and assumptions include macroeconomic
and geopolitical trends and events; the competitive pressures faced by HP’s
businesses; the development and transition of new products and services and
the enhancement of existing products and services to meet customer needs and
respond to emerging technological trends; the execution and performance of
contracts by HP and its customers, suppliers and partners; the protection of
HP’s intellectual property assets, including intellectual property licensed
from third parties; integration and other risks associated with business
combination and investment transactions; the hiring and retention of key
employees; assumptions related to pension and other post-retirement costs
and retirement programs; the execution, timing and results of restructuring
plans, including estimates and assumptions related to the cost and the
anticipated benefits of implementing those plans; the resolution of pending
investigations, claims and disputes; and other risks that are described in
HP’s filings with the Securities and Exchange Commission, including HP’s
Annual Report on Form 10-K for the fiscal year ended October 31, 2012. HP
assumes no obligation and does not intend to update these forward-looking

© 2013 Hewlett-Packard Development Company, L.P. The information contained
herein is subject to change without notice. The only warranties for HP
products and services are set forth in the express warranty statements
accompanying such products and services. Nothing herein should be construed
as constituting an additional warranty. HP shall not be liable for technical
or editorial errors or omissions contained herein.

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