Press Release: August 01, 2012

HP Helps Enterprises Enhance Customer Satisfaction, Increase Revenue by Optimizing the Contact Center

PALO ALTO, Calif. -- HP Enterprise Services today announced new services designed to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centers.

The ways organizations can serve and engage customers are evolving due to the rapid adoption of social media. To meet the needs of customers, enterprises need to transform their contact centers into hubs for customer relationship management (CRM) and provide meaningful, insightful data collection.

The new HP Transformation Services – Customer Engagement Management (CEM) are designed to help enterprises deliver great customer experiences across all channels, such as smartphones, social media and email, to enhance competitive advantage. These services aid clients in improving service levels by measuring how easy or difficult the customer rates the transaction experience or how likely the customer will promote the products or services to their peers.

With HP Transformation Services – CEM, HP can assist clients in their efforts to enhance their bottom line by increasing revenue per transaction as calculated by contacts handled, products sold or revenue earned per agent. Additionally, clients can benefit from increasing the percentage of calls where higher-margin “add on” features are offered to, and purchased by, the customer.

“Contact centers must transform to meet the needs of customers who expect a personalized and customized experience,” said Danila Meirlaen, vice president, Business Process Outsourcing, HP. “HP consultants help drive this transformation based on our deep heritage of contact-center operations, industry experience and global presence, assisting clients so they can increase revenues and customer satisfaction.”

To assess the quality and effectiveness of a client’s contact-center operations, HP consultants analyze the current environment against industry benchmarks. After gathering data, HP identifies areas for improvement, such as appropriate use of staff, processes, standards and the overall technology environment.

Based on the findings of the analysis, HP prepares a roadmap with the plan, approach and milestones to implement the business process changes. The roadmap includes initiatives intended to close the gaps between current and future states of the contact center while balancing investment, benefit, timing and risk.

HP also provides mentoring and support services designed to help clients get the most out of their implementation. For example, “How Do We Implement …” workshops that leverage HP’s library of best practices focus on providing solutions that are tailored to meet the client’s resource, time commitment and budget constraints. Using a collaborative effort can help improve the speed and precision of achieving benefits, with the goal of shortening the learning and implementation process.

A transformed contact center enables clients to optimize operating efficiency by increasing agent utilization and increasing the percentage of calls resolved at the first point of contact without transfer or escalation.

Pricing and availability

Part of the HP Customer Relationship Management services, HP Transformation Services – CEM are now available worldwide and priced according to customer engagement.

Additional information is available at

HP’s premier Europe, Middle East and Africa client event, HP Discover, takes place Dec. 4-6 in Frankfurt, Germany.

This news advisory contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance, market share or competitive performance relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the competitive pressures faced by HP’s businesses; the development and transition of new products and services (and the enhancement of existing products and services) to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its customers, suppliers and partners; the protection of HP's intellectual property assets, including intellectual property licensed from third parties; integration and other risks associated with business combination and investment transactions; the hiring and retention of key employees; assumptions related to pension and other post-retirement costs and retirement programs; the execution, timing and results of restructuring plans, including estimates and assumptions related to the cost and the anticipated benefits of implementing those plans; expectations and assumptions relating to the execution and timing of cost reduction programs and restructuring and integration plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended April 30, 2012 and HP’s other filings with the Securities and Exchange Commission, including HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2011. HP assumes no obligation and does not intend to update these forward-looking statements.

© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Media contacts

About HP

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at