Making the most of every customer contact
The Internet has created a culture where customers increasingly demand instant access to information. In fact, studies show that the number of times people use both the Web and more direct channels to request information before making a buying decision continues to increase. Clearly you need to provide superior service to win these increasingly savvy customers, but you also need to contain the cost of contact, while making optimum use of each interaction. You also need to be able to expand and adapt for the changes that tomorrow undoubtedly will require.
HP has the solution for efficient and effective customer contact management - an enterprise contact center solution based on the Cisco Internet Protocol Contact Center (IPCC) technology suite that allows you to link customers with sales and service agents in a highly effective manner.
A total enterprise IP contact center solution from HP and Cisco
Going far beyond a traditional call center, a Cisco IPCC solution can also service Web users and help manage your backlog of e-mail inquiries. Because IPCC is based on Intranet Protocol (IP) standards, you have unprecedented flexibility on where your sales and service representatives reside. A single converged voice and data network will also cut both short-term deployment costs and long-term total cost of ownership.
To preserve your investments in traditional call centers based on PBX and ACD technology, Cisco Intelligent Contact Management (ICM) allows these call centers to be tied together with your IP-based contact centers into a single "virtual call center." As a result, you can redirect overflow to idle agents in other contact centers, so your customers get prompt service. What's more, you'll be able to route a high-value customer to the available agent that can best fit their needs - anywhere within the virtual contact center.
The HP Services team of experts can help you design, build, integrate, manage, and evolve the Cisco IPCC solution. Not only do we understand Cisco technology but we also know how to apply that technology to your business needs and integrate it with your existing systems.
Proven experience with CRM and Cisco technology
HP understands how critical your contact centers are to your business. That's knowledge that comes from the experience of implementing hundreds of call centers for customers worldwide.
When it comes to maximizing the benefits of deploying Cisco contact center solutions, HP's experience goes back well into ICM's Geotel origins. In recognition of these skills and expertise, Cisco has named HP as solution partner of the year two years in row for the U.K. and Ireland. We have extended our expertise around the globe, with a team of Customer Relationship Management (CRM) professionals helping to ensure timely deployments and effective integration for your systems and business processes.
If you're looking to deploy a contact center with IP telephony, you will need a network infrastructure that is up to the task. HP excels here as well. Our consultants can create an infrastructure that will meet the demands of IP telephony and ensure quality of service. We'll also help ensure that your IP contact center meets your goals - and your customers' demands - for availability and reliability.
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