Improving service while lowering the cost of customer contact
Your contact centers are the lifeblood of your company - the connection between your enterprise and your customers. In the current competitive marketplace, you are under continued pressure to improve customer service and sales potential while somehow lower the cost of customer contact. How can you possibly achieve these seemingly opposing goals?
A contact center consolidation solution from HP can help you improve agent efficiency and effectiveness - and also help you take advantage of new media like the Web to provide customer self-service. The result is a true win-win for your business: You spend less and serve your customers better.
A total contact center consolidation solution from HP and Cisco
HP's preferred solution for contact center consolidation features the Cisco Intelligent Contact Management (ICM) and IP Contact Center (IPCC) product suites. These suites allow you to create a virtual contact center that integrates your existing legacy ACD, PBX, and interactive voice response (IVR) systems, while enabling you to take advantage of state-of-the-art converged voice/data solutions to further lower your costs.
To create your solution, we first review your existing contact center operations to understand how technology can be deployed to improve efficiency and effectiveness. We then develop a plan that evaluates your ability to receive benefits based on:
- Standardization of equipment and procedures, leveraging legacy investments but looking for opportunities to reduce total cost of ownership
- Creation of virtual contact centers to allow sharing of agents, leveling peaks and valleys, and improving your response to your customers
- Use of call pre-routing for quicker response and reduced telephony charges
- Ability to improve the customer experience with a more streamlined call flow
- Ability to better equip the agent with context information to help address the customer's problem/question more effectively
- Potential for self-service channels to reduce the demand for live agents
- Potential for converged voice/data services to deliver incremental ROI
Once a new vision for the customer contact process has been developed, we'll work with your team to determine anticipated staffing needs and to develop a plan to consolidate physical facilities, if desired, to eliminate additional fixed costs.
Next, we deploy the new technology and manage the transition to the new virtual call center model. We collaborate with your call center teams to assure a smooth transition, and continuity of service to your customers.
A depth and breadth of experience
HP understands how critical your contact centers are to your business. We also have a proven track record at performing this sort of consolidation. In addition, we have a wealth of experience working with computer-telephony integration (CTI) and call center solutions.
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.
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