HP Connects Customers to the Enterprise through Seamless Integration of Social Media
PALO ALTO, Calif. — HP Enterprise Services today announced new and enhanced services that support enterprises in their efforts to connect with customers via social media channels all while improving the bottom line.
The rapid adoption of social media has generated new opportunities for enterprises to gain a deeper understanding of customer patterns and behavior. At the same time, it brings new challenges as organizations struggle to analyze the resulting unstructured data, such as tweets, blog postings and forums, which is more complex than traditional, structured data. Organizations that are not equipped to analyze this information miss out on valuable insights that can drive a competitive advantage.
“Social media can make or break a company and its brand—organizations that do not have the capabilities to monitor and engage in the conversations are letting valuable insights and opportunities pass them by with every tweet, blog posting and status update,” said Danila Meirlaen, vice president, Business Process Outsourcing, Enterprise Services, HP. “With HP’s market-leading expertise in customer engagement, organizations can confidently take the leap into social media and turn these insights into action.”
The new HP Customer Engagement Management (CEM) Services – Social, powered by HP Explore, a multichannel analytics product and HP Intelligent Data Operating Layer (IDOL), supports enterprises to quickly integrate social customer relationship management (CRM) capabilities into their current environment. Through these services, clients can connect their enterprise to the social web and have the capability to respond to customers in the channel they prefer. As a result, organizations are better positioned to provide exemplary customer service, while attracting new customers and retaining existing ones.
Listen, monitor, engage and take action
HP CEM Services – Social encompasses three graduated services to enable clients to engage with their customers and influencers across the internet, social networks and digital channels.
Social media analysis allows clients to gain actionable information and insights into existing and potential customers. As a result, clients can accelerate the identification of conversations about their organization that signal opportunity to improve or extend their brand. The service introduces the Social Command Center for clients to have a 24/7 view to a “social media dashboard” that displays trends in volume, topics and sentiment. As a result, clients can accelerate the identification of conversations about their brand and gather vital information to drive business decisions.
The second level—engagement services—categorizes and prioritizes individual social media mentions according to predefined business rules and then routes customers accordingly for required actions. With this service, HP contact center agents act as an extension of the client’s brand, engaging with customers on social networks. Mentions also can be routed within the enterprise, enabling customers to experience a meaningful dialogue with the right company personnel based on the context of their mention.
The third level of service—enterprise analytics—creates a single, holistic customer view by linking individuals in social media channels to the Conversation Hub. The customer 360 view, coupled with near-real-time data mining for keywords and contextual meaning, enables targeted one-to-one customer engagement. HP also offers trend analysis to identify marketing and operations recommendations. As a result, clients collaboratively design and execute individualized service treatment that support improvements to the bottom line.
Additional information about HP CEM Services – Social is available at www.hp.com/go/crm.
Pricing and availability
HP Customer Engagement Management (CEM) Services – Social is available immediately worldwide with pricing based on subscription type.
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 the need to address the many challenges facing HP’s businesses; the competitive pressures faced by HP’s businesses; risks associated with executing HP’s strategy; the impact of macroeconomic and geopolitical trends and events; the need to manage third party suppliers and the distribution of HP’s products and services effectively; the protection of HP’s intellectual property assets, including intellectual property licensed from third parties; risks associated with HP’s international operations; 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 suppliers, customers and partners; the hiring and retention of key employees; integration and other risks associated with business combination and investment transactions; 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 Quarterly Report on Form 10-Q for the fiscal quarter ended April 30, 2013 and HP’s other 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 statements.
© 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.
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com