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 HPs 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
customers 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
text-to-speech.
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
ownership.
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
loyalty.
HP has more than 30 years experience in providing contact center services
and was recently recognized as a leader in NelsonHalls 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.
HPs 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 worlds 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
http://www.hp.com.
NelsonHall, Targeting Customer Management Services, M. Cook, December
2012.
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© 2013 Hewlett-Packard Development Company, L.P. The information contained
herein is subject to change without notice. The only warranties for HP
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