Advanced call center services
If you're like most network and service providers in today's challenging market, you're undoubtedly looking to offer added-value solutions to establish market differentiation and to attract and retain valuable large corporate accounts.
HP Services professionals deliver a hosted Cisco Internet Protocol Contact Center (IPCC) Solution that can help you do exactly that - going beyond telecommunications and bandwidth delivery so you can provide your customers with advanced call center services.
A comprehensive solution built with Cisco products
Our hosted IPCC Solution is based on the Cisco IP Contact Center Hosted Edition product suite and includes the following features:
Intelligent call routing - calls are routed between contact centers based on call context information (dialed number and caller ID), agent availability, and customer information from databases
Network-based routings - calls can be pre-routed within the telephony network saving the customer in telephony costs
Virtual call center capabilities - calls can be routed to contact center agents independent of their location, providing support for remote agents, regardless of if they are located at a branch, or home-office, as well as improving agent utilization and handling of peaks in call volumes by providing a larger pool of agents
Network-based IVR - implemented right within the network for either self service, or to collect additional information to improve routing and improve the effectiveness of the agent in handling the call
CTI - integrating the hosted IPCC solution into the customer's front-office application and triggering a "screen-pop" to provide the agent with the necessary context to efficiently and effectively serve the caller
Web-enabled call centers - providing Web site users with the opportunity to interact with a live agent
As part of our solution, HP Services professionals can also implement third-party added-value components, including voice recording and work force management. We can also be your hardware and systems integration partner, helping you to ensure that your customers have a smooth transition to the new hosted environment. Plus, we can integrate the hosted solution into the customer's existing systems, as well as provide the services to deploy and manage the agent desktops.
Experience on call
With experience going well back into Geotel origins of what is now the Cisco offering, our specific experience with Cisco is unmatched. What's more, our extensive experience in deploying Cisco NAM - Cisco's network-based pre-routing functions - gives us a unique perspective on the reliability and security concerns. In fact, we were the systems integrator for the very first implementation of Cisco NAM. And few, if any, integrators can demonstrate as much expertise in deploying IP telephony technology into business-critical contact centers.
For your customers looking to preserve existing investments in tradition ACD and PBX technology, we have the experience needed to help integrate the existing equipment into the hosted virtual contact center environment, providing seamless operation until it becomes more cost effective to retire the legacy equipment.
Finally, your partnership with HP can go far beyond design and deployment: HP can provide customized technical support services for your unique environment, helping ensure that you provide the level of service your demand.
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