Improving service while lowering the cost of customer contact
Your contact centers are the lifeblood of your company – the link between your customers and your enterprise. To remain competitive, you are under continued pressure to improve customer service and sales potential while decreasing customer contact costs. How can you achieve these opposite goals?
HP Services delivers contact center consolidation solutions designed to help you improve agent efficiency and effectiveness – and help you take maximum advantage of 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.
Comprehensive services to support a total contact center consolidation solution from HP and Cisco
HP's preferred solution for Contact Center Consolidation features Cisco’s 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, the CRM experts with HP Services first review your existing contact center operations to identify areas where efficiency and effectiveness may be improved, and how technology can help. We then evaluate your benefits potential based on:
- Standardization of equipment and procedures
- Leveraging legacy investments while 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 agents with context information, which helps address the customer's problem and/or question more effectively
- Potential for self-service channel to reduce the demand for live agents
- Potential for converged voice/data services to deliver incremental ROI
Once a new vision has been developed, HP Services consultants and your team will work to determine staffing needs and develop a physical facilities consolidation plan, if desired and feasible, to eliminate additional fixed costs.
Next, we deploy the new technology and manage the transition to the new virtual call center model. We also collaborate with your call center teams to assure a smooth work transition for your staff and a smooth service transition for your customers.
A depth and breadth of experience
HP understands how critical contact centers are to your business. We have a proven track record of performing call center consolidation and a wealth of experience working with computer telephony integration (CTI) and call center solutions. Our expertise extends around the globe with CRM professionals helping to ensure timely deployments and effective integration for your systems and business processes.
When it comes to maximizing the benefits of deploying Cisco contact center solutions, HP's experience goes back to ICM's Geotel origins. In recognition of these skills and expertise, Cisco has named HP as Solutions Partner of the Year two years in row for the U.K. and Ireland and awarded us Cisco’s Gold Partner Award for 2004.
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