News Advisory: March 26, 2015

HP Announces Next-Generation Voice of Customer Analytics Platform

HP Explore 5.0 reveals valuable insights into customer interactions

Palo Alto, Calif., Mar 26, 2015 — HP Software today announced significant enhancements to its Voice of Customer analytics platform designed to uncover the hidden value in multichannel customer interactions.

Today’s customers routinely use varied communication channels and touch points to interact with a brand, but most businesses aren’t able to conceptually understand the interactions without human interpretation. With HP Explore, businesses can leverage technology at scale to understand these unstructured human interactions.  Moving beyond communication siloes allows businesses to automatically identify the insights that will positively impact service, sales, and marketing decisions in the contact center as well as across the business.

"HP Explore 5.0 moves us much closer to the promise of true customer understanding by illuminating concepts from all channels of interaction captured in the contact center,” said Jeff Westover (@jeffwestover), VP and GM, HP WFO Software. “These enhancements build upon HP Explore’s unique ability to conceptually understand all customer interactions regardless of channel or touchpoint.

HP Explore 5.0, part of HP’s Workforce Optimization solution, includes the following enhancements:

  • Expanded analytics toolkit: HP Explore now features over 25 dynamic reports and widgets, which reveal live analysis of interaction content. New reports including Topic Map and Conversation Map will allow businesses to act on customer insights quickly.
  • Improved user experience: HP Explore users gain much greater flexibility for customizing the presentation layer including setting up views and dashboards specific to definable user roles. Projects and dashboards can be created and shared for improved team collaboration. Graphical themes for widgets are highly configurable allowing for adherence to enterprise brand design standards.
  • Superior speech analytics: HP Explore now includes improved speech analytics, seamlessly utilizing the rich corpus of recorded call center conversations to inform the business. Contextually-aware analytics provides immediate feedback and improved customer satisfaction across the business.  
  • Seamless integration to indirect content, including social media: Built-in connectors to indirect channels, such as RSS feeds and social media including Twitter, Facebook, etc., provide seamless integration to many external data sources.

These enhancements to HP Explore 5.0 provide the enterprise contact center with unsurpassed capability to understand customer behavior more completely and improve customer satisfaction. This insight can significantly reduce customer churn, leading to increased revenue growth through marketing and sales effectiveness.  

“At HSN, a key component of our success is the superior experiences we deliver to our customers.  In the contact center, those experiences are supported by HP’s Workforce Optimization offering,” said Rob Solomon, Executive Vice President, Customer Care and Operations Administration, HSN, Inc.  “We’re looking forward to taking advantage of new capabilities as we constantly explore ways to further enhance our customer experience.” 

Availability
HP Explore 5.0 will be generally available March 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.

This press 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 HP for future operations, including the separation transaction; the future performance of Hewlett-Packard Enterprise and HP Inc. if the separation is completed; 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, including the planned separation transaction, and plans for future operations and investments; 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, clients 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 execution, timing and results of the separation transaction or restructuring plans, including estimates and assumptions related to the cost (including any possible disruption of HP’s business) and the anticipated benefits of implementing the separation transaction and restructuring plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2015, and HP’s other filings with the Securities and Exchange Commission. HP assumes no obligation and does not intend to update these forward-looking statements.

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