PALO ALTO, Calif. — 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 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 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.
(1) NelsonHall, “Targeting Customer Management Services,” M. Cook, December 2012.
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