HP Announces Customer Engagement as a Service

hp.jpgHP Enterprise Services has introduced new services designed for organizations interested in multichannel customer experience contact centers. The HP Customer Engagement as a Service (CEaaS) resulted from the integration between HP’s cloud technology and Avaya's contact center technology.

The contact center tools comprising the solution allow users to handle social media marketing, mobile integration, and customer analytics in a single cloud-based contact center platform.

Key capabilities include:

  • Multichannel customer engagement  (voice, e-mail, chat, scanned documents, SMS, and fax)

  • Interactive voice response (IVR) technologies, including voice prompts, speech recognition and text-to-speech

  • Call recording and quality monitoring tools

  • Integration with analytics, mobile, and social

The service is offered at three levels—with the basic package consists of widespread technology such as command center and multichannel communication and the more advanced option including the newer and trendier IVR technology.
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