HP launches services to optimise contact centres

HP Enterprise Services offers new customer engagement management services

Tags: Contact centreHP
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HP launches services to optimise contact centres Contact centres need to adapt contact centres to improve the customer experience, says Bouzeid.
By  Mark Sutton Published  October 29, 2012

HP has introduced new services to help organisation to optimise their contact centres and improve their efficiency.

The new HP Transformation Services - Customer Engagement Management (CEM) are designed to help enterprises deliver great customer experiences across all channels, such as smartphones, social media and email.

The service measures the customer's transaction experience and how easy it was and the customer's level of satisfaction with the service.

"Contact centers must transform to meet the needs of customers who expect a personalized and customized experience," said Bassem Bouzid, regional vice president & general manager - Enterprise Services HP Middle East, Mediterranean and Africa (MEMA). "HP consultants help drive this transformation based on our deep heritage of contact centre operations, industry experience and global presence, assisting clients so they can increase revenues and customer satisfaction."

To assess the quality and effectiveness of a client's contact centre operations, HP consultants analyze the current environment against industry benchmarks. After gathering data, HP identifies areas for improvement, such as appropriate use of staff, processes, standards and the overall technology environment.

Based on the findings of the analysis, HP prepares a roadmap with the plan, approach and milestones to implement the business process changes. The roadmap includes initiatives intended to close the gaps between current and future states of the contact centre while balancing investment, benefit, timing and risk. HP also provides mentoring and support services designed to help clients get the most out of their implementation.

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