News Advisory: February 26, 2015

HP Helps Businesses Deliver Exceptional Customer Experiences with Enhancements to HP Workforce Optimization Software Suite

HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data

Palo Alto, CA, Feb. 26, 2015 — HP Software today announced significant enhancements to its Workforce Optimization (WFO) software suite, designed to help contact centers manage call recording, agent productivity and customer engagement.

To achieve a competitive advantage in today’s marketplace, global and multi-site contact centers require a comprehensive WFO solution that improves workforce quality and performance.  The latest release of HP Qfiniti 10 provides ground-breaking workforce optimization tools that enable businesses to deliver the superior level of service that customers demand.  

“HP Qfiniti customers represent some of the most demanding and complex contact centers in the world. HP Qfiniti 10.3 is an important release which supports these customers with integrated telephony capabilities along with innovative new functionality,” said Jeff Westover (@jeffwestover), VP and GM, HP WFO Software. “This latest advance in our Workforce Optimization product line further reinforces HP’s commitment to delivering effective and innovative solutions to the contact center market.”
HP Qfiniti 10.3 includes the following enhancements:

  • Additional call recording connectivity: In addition to broad telephony switch support, HP Qfiniti 10.3 has added support for contact centers using Genesys’ SIP-based Active Call Recording Interface for a seamless recording integration. Support is now also provided for contact centers using Cisco’s Unified Contact Center Express and Unified Contact Center Enterprise who require encrypted communications to meet privacy and compliance regulations. HP Qfiniti 10.3 can record these calls using the Cisco Active Call Recording interface.
  • Improved agent performance management: Within the HP Qfiniti Advise module, contact center agents can appeal evaluation scorecards, supervisors can review and amend scores, and escalations can be managed. In addition, integrated analytics provide visibility into which agents are appealing scores, which supervisors are receiving appeals, and what issues are being escalated most often.
  • Superior desktop analytics:  The HP Qfiniti Optimize module provides advanced, dynamic dashboards and reports that improve supervisors’ visibility into workflow processes and agent performance. Supervisors can monitor individual processes more easily, such as order entry or call wrap-up to identity opportunities for automation, or track specific processes that relate to key performance indicators. 
  • Expanded browser support: HP Qfiniti now supports Google Chrome as well as Microsoft IE, providing greater compatibility for contact centers running on these standard browsers.

“We are excited about the release of HP Qfiniti 10.3 because it includes ground-breaking capabilities. HP’s WFO software is a cornerstone technology that enables contact centers to provide world-class customer service,” said Phil Smith, CEO, QPC. “We value the opportunity to work closely with HP as a strategic partner as they continue to lead the way in Workforce Optimization software.” 

Watch this video to learn how HP Qfiniti delivers on the promise of workforce optimization

Availability
HP Qfiniti 10.3 will be generally available February 27, 2015.

Additional Information
Connect with HP WFO Software via social media on twitter @HP_Qfiniti and @HP_Explore and LinkedIn via HP Qfiniti Community and HP Explore Community.

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