MOUNTAIN VIEW, Calif., Dec. 1, 2015 /PRNewswire/ -- Several years ago, HP restructured the company's practice and focused on contact center offerings, resulting in the development of the HP WFO Software group. With 24 current technology patents in the contact center arena thus far, HP has built its practice through acquisitions, internal technology innovation, and a wealth of experience running contact centers of their very own. Among the key acquisitions that have bolstered HP's contact centers portfolio are HP Qfiniti, a suite that provides call recording and monitoring, as well as HP Explore, a product that offers advanced speech analytics capabilities.
A recent white paper from Frost & Sullivan, HP WFO: A New Position for a Brand You Trust, shares insight into HP's latest workforce optimization (WFO) product portfolio, a collaborative suite more than capable of competing with the stalwarts in the WFO market.
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The key to creating quality multi-channel and a seamless omni-channel experience is in collecting, mining and understanding the data produced through transactions, and then creating actionable insights from all of those customer journeys across all the customer touch points.
"Our research shows that customers have pursued multi-channel for years, but sadly still struggle with disparate silos of data without being able to tie them together, let alone take advantage of the next wave of data available such as Big Data," states Frost & Sullivan Contact Centers Principal Analyst Nancy Jamison. "Taking advantage of available data resources still remains a challenge."
A notable HP product, Explore 5, is taking the struggle out of the multi-channel customer experience. HP Explore 5 is an advanced analytics solution that provides a wealth of customer insight capabilities, including Voice of Customer (VoC), customer feedback, and speech analytics.
"A key part of what makes HP Explore 5 so innovative is its ability to uncover what is not known, rather than leave it to the user to query for what they think they want to find. It does this by recognizing patterns and relationships within the data," says Jamison. "Most importantly, it facilitates cross-channel analytics. For example, rather than analyze the data within social media and contact center interactions separately, Explore provides actionable insights based on relationships between different touch points.
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