Contact Center Management

Increase call center performance

Your customers expect a high level of service—perhaps more so when they call your contact center. To deliver superior service, you need a way to provide assistance to your contact center agents, new or experienced, in the form of monitoring, evaluation, mentoring, and real-time recommendations. HP’s Contact Center Management solution automatically understands customer insight expressed through opinions, perceptions, and sentiments, in real time. This allows you to increase your chances of driving more customer interactions to successful closures on the first contact.

Solution Differentiators

• Analyze customer interactions: Collect and form an understanding of the patterns and relationships that emerge from all customer interactions, direct and indirect, across all channels and touchpoints.
• Coach and train your agents: Improve overall agent performance by intelligently pushing relevant training modules to agents based on their identified gaps.
• Help agents succeed: Provide agents with automated assistance in the form of hyperlinks, recommendations, and more from all enterprise systems to improve first call resolution.
• Query your customers: Automatically collect and analyze feedback from your customers with a direct link between an evaluation and your agent’s interaction.

Related Documents

Frost & Sullivan Moving to Next-Generation Speech Analytics White Paper PDF 728.6 KB

Deliver outstanding customer service Brochure PDF 2.1 MB

Engage customers with a multichannel interactive platform Product Brief PDF 901 KB