• April 30, 2013

HP Pairs with Avaya for Cloud Contact Center Solutions

HP Enterprise Services today announced new services designed to enable organizations to break free from legacy contact center technology and bring new multichannel customer experience capabilities to customers quickly and cost-effectively.

The new HP Customer Engagement as a Service (CEaaS) combines technology from HP and Avaya to provide clients a fast path to transition their legacy contact centers to a new, flexible platform.

HP CEaaS provides clients with a complete suite of contact center tools for social media marketing, mobile integration, and customer analytics on a single contact center platform. HP CEaaS also assists client efforts to do the following:

  • Facilitate a consistent customer experience across all channels with the ability to route voice, email, chat, scanned documents, SMS and fax-based workflows to agents.
  • Accelerate response times to customers with interactive voice response (IVR) technologies, including voice prompts, speech recognition and text-to-speech.
  • Support higher levels of customer service with call recording and quality monitoring capabilities that evaluate agents' performance and interactions with customers.
  • Incorporate value-add services, including analytics, mobile integration and social customer relationship management while reducing the total cost of ownership.

With HP CEaaS, HP provides enhanced contact center technology and infrastructure delivered via the cloud, allowing clients to retain their own customer service agents and focus on managing customer relationships. In addition to working on-premises, customer service agents can work remotely or from a non-networked site via public internet access.

"When a customer reaches out to a service center, a negative experience can lead to lost business and a damaged reputation," said Danila Meirlaen, vice president of business process outsourcing at HP Enterprise Services, in a statement. "HP CEaaS helps clients provide their customers a better contact center experience that increases customer loyalty while positively impacting the bottom line."

"Enterprises looking to augment existing infrastructure investments need the ability to quickly and easily activate multichannel contact center capabilities through a cloud-based delivery model," said Mark de la Vega, vice president of global contact center solutions at Avaya, in the statement. "When HP CEaaS is combined with Avaya Collaborative Cloud solutions for customer experience management, clients are able to create customer experiences that build brand loyalty."

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