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. (continued...)