Contact Center Solutions Featured Article

HP Introduces Transformation Services Around Customer Engagement Management

August 02, 2012

HP unveiled what it calls Transformation Services – Customer Engagement Management, which brings together the company’s consulting services and technology to outfit businesses with contact center solutions that meet the challenges of today and the future.

Transformation Services addresses four business cases. That includes sentiment analysis; brand defense (or, the analytics and processes and technologies that allow the contact center and other departments to intervene when there’s negative commentary in the social sphere); first contact resolution (this effort ensures that customer-facing employees have the right tools at their fingertips to resolve customer issues during the first interactions with them); and service to sales (which involves integrating all of the service-related platforms with the offer management and marketing campaign engines so organizations have a 360-degree view of the customer).

Many call center environments lack the ability to adequately address social media and the scalability that new social as well as live interactions require, says Dennis DeGregor, worldwide CRM executive at HP. Transformation Services address that, he says, by helping organizations move to environments that reflex what’s needed in this always-connected world. What’s more, he adds, it can create contact center solutions that operate as an integrated part of clients’ larger organizations and tie into P&L. Addressing social media in customer is important considering that, as Accenture (News - Alert) revealed in recent research, 42 percent of end users end users expect brands to have some sort of social media resolution capability, he adds.

“That research is about a year old now, so I would suppose that that number is even bigger, says DeGregor.

HP’s unique spin on all of this, according to DeGregor, is the integration it enables.

“HP has power to integrate the BPO, BPM, big data analytics, infrastructure technology outsourcing and application components,” he says.

As noted in a recent CUSTOMER magazine Q&A with DeGregor, “HP’s view is that the contact center of the future is the hub of a complex ecosystem consisting of both self-service and human-assisted touch points, all integrated and optimized with HP infrastructure. HP’s strategy is to provide the end user customer the means to engage our client's touch points in any configuration they desire, suited to their unique 1:1 needs, in a 24x7, mobile, global and cloud-based world.”



Want to learn more about the latest in communications and technology? Then be sure to attend
ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Businesses: Ignore the Customer Experience at Your Own Peril

The customer experience is a hugely vital part of any business operation. Whether the customer is a regular person at the retail level or a business at the consulting level, the kind of experience the customer has while dealing with a business will often frame that customer's reaction to the idea of doing business with that company in the future. So how do businesses get that perfect customer experience that keeps customers coming back for more? [ Read More ]
08/27/2014

Social CRM Isn't an Option

Since the emergence of social media as a pseudo-legitimate form of communication (I say pseudo because of the varied, sometimes questionable, uses of such platforms, and also because of the injection of advertising in them), the issue for businesses has been how to effectively integrate the social channel into their existing customer contact technologies. [ Read More ]
08/27/2014

Forecast Shows Increased Business Activity in Call Centers Market

Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, "Call Centers: A Global Strategic Business Report" has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe. [ Read More ]
08/26/2014

Hinduja Global Solutions Receives High Buyer Satisfaction Ratings

Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions, recently announced that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on the Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK Matrix Assessment 2014. HGS has also been positioned as a "Major Contender" in Everest Group's 2014 PEAK Matrix assessment. [ Read More ]
08/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!