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Transforming Your Enterprise Magazine

Spring 2009
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Large Enterprise Business

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Modernizing the call center

With a comprehensive discovery approach, HP’s Unified Contact Center Practice helps companies make the transition from call to unified contact center for rapid return on investment.

Modernizing the call centerCompanies across all industries are struggling with a common issue -- how to migrate from a traditional call center model where neatly organized rows of representatives answer customer calls to today’s unified contact center environment where it’s more than just phones that are being answered.

“An agent is no longer just a person who is taking or making calls from a call center,” says Charles Hewitt, a Senior Consultant within the HP Unified Contact Center Practice. “Call centers have become contact centers with full multimedia capabilities, which means today’s agents might be handling e-mail inquiries, interacting with customers via collaboration software or even chatting on the Web.”

And that’s where HP’s Unified Contact Center Practice comes in. For more than 15 years, HP’s highly qualified consultants and technicians have been helping large enterprises to develop comprehensive call center modernization plans that include:

  • Assessment
  • High level recommendations
  • Feasibility studies
  • Roadmaps
  • Technology implementation
  • Rollout

“We like to understand where the pain points are and why customers have made the choice to investigate new technology,” says Hewitt. “We learn what they want to do, how they want to achieve it, and what their budget is, and then we devise a solution that not only fits their environment today but will also provide benefits five years down the road.”

Often, those pain points relate to existing call center infrastructure equipment that’s reached end of life, notes Jim Hofmann, Manager, HP U.S. Unified Contact Center Practice. “Companies will come to us when they’re facing a large renewal cost on equipment that they’re paying maintenance on,” he says. “Forced to make choices, they decide to move to IP telephony.”

Other common challenges include:

  • Driving down costs
  • Meeting customer service level agreements or
  • Improving system agility
  • Integrating customer relationship management applications and call center applications

Since 2000, the HP Unified Contact Center Practice has led more than 100 successful contact center product deployments and trained more than 200 consultants. A worldwide Cisco ATP partner, the group has extensive experience with the Cisco Customer Voice Portal (CVP), Cisco Intelligent Contact Management (ICM), Cisco Unified Contact Center Enterprise (UCCE) and associated product portfolios, and has applied Cisco technology in HP’s own internal contact centers, where more than five million ‘calls’ are handled each month.

In addition, HP Unified Contact Center consultants have extensive experience working with Avaya, Nortel, Aspect, Rockwell, Ericsson and Siemens infrastructure technology, and are certified in project management practices. “The tenure of our technical people is unheard of in the industry,” notes Hewitt. “The thing we hear most often from customers is, ‘Wow! The technical person you sent here really blew us away.’”

Making call center transformations a reality
After working with HP consultants to provide virtual call center functionality across all of its customer sites, for example, a global logistics company achieved improvements in trunk usage and is now answering calls faster.

A state government department deployed a computer telephony integration (CTI) screen pop solution and is currently migrating to Cisco Voice Portal. Not only are its desktop agents more efficient in servicing customers, but dependence on its end of life platform is now greatly reduced.

And, an IT services provider now has a “single” call center solution based on Cisco UCCE with seamless handoffs across all of its branch locations, eliminating call overflow issues and reducing abandoned call rates.

“Our comprehensive discovery approach uses real numbers from real customer environments to project the return on investment. Then we leverage our technical expertise to make the migration from call center to unified contact center a reality,” notes Hofmann. “In fact, many of our enterprise customers realize return on investment within 12 to 16 months.”

Related link

» Unified Communications
»

Table of contents

Introduction

» Teaming up to slash costs, complexity

Solutions

» Consolidating SQL Server infrastructure
» Rethinking networking virtualization
» Taking control of enterprise databases
» High density, low cost storage
» Data center capabilities in six weeks
» Low bandwidth, low cost data replication

Experiencies

» Blades deliver power and capacity
» Compute power without the cost
» Saving and simplifying with blades
» Meeting client SLAs and saving money

Supplement

» Realizing value from services
» Achieving the real value of services
» Transform with training for ITSM
» Modernizing the call center
» Open discussion about transformation
» Engineering for differentiated availability
» Mitigate downtime with a strategic approach
» Services go beyond break fix
» Achieving energy savings in the data center
» Feedback
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