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 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.”
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