Solving the bottle-neck problem for your customers
We’ve all heard the horror stories of good customers waiting on hold for 30 minutes or longer to have their question or problem addressed by a qualified agent. Not only is this inconvenient for your customers, but it is costly for your enterprise. When customer interaction is limited to phone communications, your staff is required to possess both good phone communication skills and good technical skills. Plus, you need more agents and more stations. And, as the hold queue increases while you address short-term cost efficiencies, your customers become more impatient. The negative long-term effect is possible loss of trust, respect, and ultimately loss of customers.
It would be nice if your customers had options – voice calls, Internet, e-mail, text messaging, or live Web chat – to communicate with your contact-center agents. If their issue is less urgent, they could send an e-mail. If they’re online, they might find Web chat meets their needs. Studies show that many customers actually prefer alternatives to a traditional phone call to customer service – at least for certain types of issues.
HP Services can help you create an improved total customer experience that leverages these alternate, lower-cost contact paths – so can better serve you customers’ needs and save money too.
Leveraging services leadership and powerful partnerships
HP has established relationships with the three industry-leading partners in contact-management: Genesys, Cisco, and Avaya. All three companies offer suites that allow you to create contact centers that integrate voice, Web, e-mail, and live Web chat.
Leveraging our knowledge of these partner solutions, the CRM professionals with HP Services can help you pick the one that best fits your unique situation. Whatever your choice, we’ll work with you to deploy solutions that allow you to maintain your current investments in call-center products, such as ACD, interactive voice response (IVR), or PBX. As a global leader in IP-based contact centers, we can also help you leverage the flexibility and cost-savings offered by an IP contact center (IPCC) solution.
Of course, contact center technology needs to be integrated with other systems to be most effective. HP Services offers the integration skills necessary to integrate leading CRM packages, coupled with the customer care analytics expertise needed to help you get the most of every customer contact.
Working together, we can help you move from isolated call centers to a true customer interaction network. |
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