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HP Teams with Avaya To Take Contact Centers Virtual
HP Teams with Avaya To Take Contact Centers Virtual

By Jennifer LeClaire
May 8, 2013 11:20AM

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HP Customer-Engagement-as-a-Service, incorporating technology from Avaya, offers a suite of contact center tools that let organizations add social media marketing, mobile integration and customer analytics into a single contact center platform. HP said the technology will help organizations accelerate response times, provide better insights and reduce costs.
 



HP Enterprise Services is incorporating Avaya's technology to help organizations break free from legacy contact centers and deploy cost-effective multichannel customer experience capabilities.

HP Customer-Engagement-as-a-Service (CEaaS) combines Hewlett-Packard's enterprise cloud with technology from contact center technology vendor Avaya. The promised result: a fast path to transition legacy contact centers to a new, flexible platform.

"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. "HP CEaaS helps clients provide their customers a better contact center experience that increases customer loyalty while positively impacting the bottom line."

Building Brand Loyalty

As end-user consumer expectations grow, contact centers need to evolve in order maintain the highest levels of customer service, HP said. By harnessing the modern contact center technology in HP's CEaaS, organizations have the capability to provide a consistent customer experience across a variety of touch points. The outcome is increased customer loyalty and satisfaction at a lower cost.

HP CEaaS offers a suite of contact center tools that let organizations add social media marketing, mobile integration and customer analytics into a single contact center platform. The company said the technology will help organizations accelerate response times, provide better insights and reduce the total cost of ownership.

"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. "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."

Is the Price Right?

Laura DiDio, principal analyst at Information Technology Intelligence Consulting, told us the HP-Avaya partnership is both smart and necessary.

"This type of offering fills a real need, particularly when one considers that the technology -- from virtualization to cloud computing to large enterprise applications like business intelligence, customer relationship management and ERP [enterprise resource planning], to name a few -- is growing increasingly more complex," DiDio said.

Combine that with the fact that internal IT departments are struggling to do more with fewer resources and less time for training and recertification, she said, and the HP-and-Avaya CEaaS offering makes a lot of sense for large enterprises. She admitted there was a caveat: pricing.

"HP has only said the CEaaS price 'will vary according to client need' which doesn't tell us anything. However, this is a premium service and corporations can and should expect to pay a premium price. HP and Avaya are both experienced and well-respected service providers who can deliver," DiDio said.

"That said, any organization considering the CEaaS service should negotiate hard for the best deal possible on pricing and extras like additional on-site training and support. Businesses should also pay attention to the fine print in the contract when it comes to crucial items like HP and Avaya's response and latency times in the event problems arise; the ability to deliver replacement parts and tools; guaranteed Service Level Agreement support and penalties if the vendors fail to do so; and the terms of cancellation -- or an out clause in the event the customer is dissatisfied with the service."

HP CEaaS is available immediately in the Americas.
 

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