Customer Experience Services
Our CX Services deliver the experience your customers want at a lower TCO for your business. HP optimizes your revenue with a unique omni-channel service combining analytics, technology, and people in new and innovative ways.
Customer Experience as a Service
Customer Experience as a Service (CXaaS) is a cloud-based service with omni-channel management, providing a complete suite of contact center tools, communications network, and operational processes. This service is deployed on a consumption basis in an “as a service” model. Key to this service is the ability for you to use your own agents, HP agents or third party agents. HP has teamed with Avaya Private Clouds Services to provide this service.
Customer Experience - Omni-channel Services
CX - Omni-channel is HP’s core contact channel offering, providing the global management and operation of customer contact channels. It includes agent services, and infrastructure to handle inbound, outbound and integrated omni-channel support for customer interactions. HP’s services include support for over 350 clients globally with 23,000 Agents across 200 locations, handling 400 million customer interactions per year.
Customer Experience - Analytics Services
CX - Analytics captures, analyzes and optimizes customer information to provide valuable insights to attract, acquire and retain customers. This service focuses on social media content and specifically integrates unstructured data as a key component to providing deeper customer insights. Key to this service is a “Rapid Cycle Prototype” where HP proves out an analytics based business case in 90 days, with a focus on maximizing your ROI and seamless integration with your existing systems.
Customer Experience – Transformation Services
CX Transformation Services is the consulting and advisory group of our CX services. HP’s consultants develop and implement roadmaps to focus on both operational strategies to reduce costs, as well as customer focused strategies, such as customer journey maps to capture additional market share. HP advisors offer proven approaches and metrics to track and improve customer satisfaction, upsell, renewals and enhance new metrics such as Net Promoter scores.
Customer Communications Management Services
HP’s Customer Communications Management Services enables your enterprise to consolidate, transform, personalize, and measure customer communications at your own pace while maximizing your existing investments.
With your customers moving steadily towards a new world with mobility and web channels, your traditional paper-based engagements could prevent you from being connected during those crucial customer moments of truth.
HP’s Digitization Services improve collaboration, enable access to content and ensure compliance by capturing, organizing, storing and analyzing enterprise content.
Digitization services include conversion, business process and business models, and transformation strategy in support of a digital enterprise. Digitization services help you to transform business processes and streamline customer experiences across multiple channels – including digital and traditional paper, anywhere and at any time.
e-Supply Chain Solutions
HP e-Supply Chain Solutions offers a flexible alternative for manufacturing and distributing software, courseware, and marketing collateral across the globe. Reduce costs and improve customer service with a service that supports the physical and electronic fulfillment and distribution of software and related print materials.
Consumer Direct Services
HP Consumer Direct Services works with companies to manage those processes and minimize the associated costs. We enable you to outsource all of your direct-to-customer interactions—from customer service and ordering to product fulfillment and distribution. We take orders from multiple channels—phone, web, mail—and then pick, pack and ship products to your customers. And we handle the back-end processing through credits and returns.
HP Warranty Services provide a warranty administration solution that helps curtail fraudulent claims, manage service partners, and leverage warranty event data into strategic product lifecycle planning. Hosted in the HP Cloud Solution Center, the services offer warranty analytics, dashboard, and collaboration.