Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Neustar, Inc.
Protect your website & network
using real-time information & analysis

www.neustar.biz
Cloud Computing
See data differently
Average Rating:
Rate this article:  
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

    Bookmark and Share
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.
 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Cloud Computing
1.   Microsoft Buys InMage Recovery Tech
2.   Amazon Intros Zocalo Storage Service
3.   Microsoft Takes CRM to Gov't Cloud
4.   New OpenStack Release Available
5.   EMC Moves Toward Hybrid Cloud


advertisement
Amazon Intros Zocalo Storage Service
Online storage and sharing for business.
Average Rating:
Microsoft Takes CRM to Gov't Cloud
With Dynamics CRM in early 2015.
Average Rating:
New OpenStack Release Available
Red Hat touts VMware integration.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Report: Chinese Hackers Hit U.S. Personnel Networks
Hackers from China broke into the computer networks of the U.S. Office of Personnel Management earlier this year with the intention of accessing the files of tens of thousands of federal employees.
 
Charges: Russian Stole Data from U.S. Restaurants, Zoo
A Russian man arrested on bank fraud and other charges hacked into computers at restaurants in Washington, hundreds of other retail businesses, and even the Phoenix Zoo, authorities say.
 
Another Month, Another IE-Focused Patch Tuesday
Microsoft rolled out 59 vulnerabilities for Internet Explorer in June. But the IE-patching party is not over yet. Redmond published six new security bulletins on Tuesday; two, critical; three, important.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.