Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Communications
DDoS Protection Powered By Verisign
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

Share
Share on Facebook Share on Twitter Share on Linkedin Share on Google Plus

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:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Communications
1.   Verizon Tops in Mobile Networks
2.   Will Sprint Be T-Mobile Copycat?
3.   Phone Contract Ending: What Now?
4.   Police: Be Careful What You Tweet
5.   Sprint Cutting Costs To Compete


advertisement
Sprint Dumps T-Mobile Merger
Looks to the future with new chief exec.
Average Rating:
Call Center Training: Tips for Success
Hire right, role play, and keep it real.
Average Rating:
Verizon Tops in Mobile Networks
Even outpaces AT&T in metro areas.
Average Rating:


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

Network Security Spotlight
UPS Stores in 24 States Hit by Data Breach
Big Brown has been breached. UPS said that about 105,000 customer transactions at 51 of its UPS Store locations in 24 states could have been compromised between January and August.
 
Cost of Target Data Breach: $148 Million Plus Loss of Trust
The now infamous Target data breach is still costing the company -- and its shareholders -- plenty. In fact, the retailing giant forecast the December 2013 incident cost shareholders $148 million.
 
Aruba Networks Handles Black Hat with Aplomb
It's not an easy job. Aruba Networks' task throughout the Black Hat USA conference in Las Vegas this month was to ensure thousands of attendees could connect without malicious attacks.
 

Enterprise Hardware Spotlight
Acer's New Desktop Box Rides the Chrome OS Wave
Filling out its Chrome OS line, Acer is following the introduction of a larger Chromebook line earlier this month with a new tiny $180 desktop Chromebox and also a smaller Chromebook.
 
Three New Lenovo PCs Aimed at Business Users
Businesses everywhere want computing solutions that do more for less money, and Lenovo has unveiled three new desktop PCs that offer solid computing at a budget-minded price.
 
Aruba Networks Handles Black Hat with Aplomb
It's not an easy job. Aruba Networks' task throughout the Black Hat USA conference in Las Vegas this month was to ensure thousands of attendees could connect without malicious attacks.
 

Mobile Technology Spotlight
Google Glass Adds Voice Access to Phone Contacts
The latest update to Google Glass will let users access their top 20 phone contacts with voice commands alone. A user can then choose a phone call, Google hangouts, e-mail or text messaging.
 
Samsung, B&N Target Amazon with Nook Tablet
They've seen the enemy and it is Amazon. So Samsung and Barnes & Noble are teaming up to combat their common foe with a 7-inch tablet that blends Samsung’s tech, Nook’s content and e-reader platform.
 
Acer's New Desktop Box Rides the Chrome OS Wave
Filling out its Chrome OS line, Acer is following the introduction of a larger Chromebook line earlier this month with a new tiny $180 desktop Chromebox and also a smaller Chromebook.
 

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 | CRM Systems | 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

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.