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

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014
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!