HP WFO: A New Position for a Brand you Trust
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1 HP WFO: A New Position for a Brand you Trust Frost & Sullivan Analyst Opinion Nancy Jamison, Principal Analyst, Customer Contact
2 frost.com When HP went through its restructuring exercise several years ago, something magical happened for contact centers. The shackles came off and HP s contact center offering started to get the attention it deserved within HP, so HP WFO Software group was born. It might seem as a surprise to some, but HP s acquisition of Autonomy in 2010 brought with it some 32 years of innovation in the contact center industry: in 2005, Autonomy acquired etalk and its Qfiniti product, which itself had emerged in 1994 from Teknekron Infoswitch, founded in Currently with 24 technology patents in the contact center arena, HP has built its practice through acquisitions, internal technology innovation, and also by gaining a wealth of experience running its own contact centers. Among the key acquisitions that have bolstered HP s contact center portfolio are Qfiniti, which provides call recording and quality monitoring, and Explore, a second product developed by Autonomy that offers advanced speech analytics capabilities. HP WFO Software HP Does That, Too A year ago HP WFO Software received a clear mandate from HP s Executive Team to bring visibility to HP for its strengths in the contact center area and visibility was needed. When you think of HP, you probably don t think about WFO. In fact, HP has made light of this in one of the tag lines in its literature HP does that, too. Indeed it does, with a fully featured WFO suite capable of competing with the stalwarts in the WFO market. Consider these credentials: HP WFO Software powers some of the largest contact centers in the world and is a leader in speech analytics, having sold over 400,000 licenses worldwide. With over 4.2 million contact center seats installed over the years, four out of the top five healthcare organizations and two of the top three telcos now use HP WFO Software products. HP Explore provides Voice of Customer, speech and multi-channel analytics, while the HP Qfiniti 10 workforce optimization suite includes: HP Qfiniti Observe interaction recording for quality control and compliance HP Qfiniti ICE intelligent recording and data attach HP Qfiniti Workforce agent scheduling and forecast HP Qfiniti Optimize desktop analytics and real-time agent guidance HP Qfiniti Advise agent evaluation and performance analytics HP Qfiniti Survey integrated customer satisfaction surveys HP Qfiniti Expert online coaching and training Indeed, HP WFO Software has some powerful weapons in the hot contact center WFO market. These deeply integrated modules can be purchased individually or as a suite. It offers the breadth of what enterprises should look for in a suite of workforce management (WFM) solutions from interaction recording to coaching and training. The HP Qfiniti 10 architecture also provides a single point of management, administration and reporting across a distributed architecture, as well as a single user interface that is available through Chrome, Firefox, or Internet Explorer browsers. And, of course, it incorporates the advanced security features and off-the-shelf hardware and software components you would expect classic HP to deliver, as well as HP professional services, support, and business consulting. 2
3 HP WFO: A New Position for a Brand you Trust HP Explore Frost & Sullivan believes that the jewel of the WFO product portfolio is HP Explore 5, the engine driving advanced multi-channel analytics. HP Explore 5 helps facilitate what the industry has wanted for a decade multi-channel customer contact, and more recently the concept of omni-channel customer care. Omni-channel means providing customers an integrated and seamless experience across all touch points, with history and context flowing along with them. But the key to creating quality multi-channel and that seamless omni-channel experience is in collecting, mining and understanding the data produced through transactions, and then creating actionable insights from all those customer journeys across all those customer touchpoints. 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 and the Back Office. Taking full advantage of available data resources still remains a big challenge. HP Explore shines in the multi-channel analytics market. It is an advanced analytics solution that provides a wealth of customer insight capabilities, including Voice of Customer (VoC), customer feedback, and speech analytics. But it also provides seamless integration to indirect content, including all social media types. From the start, HP Explore was built to understand unstructured data and uncover the value of multi-channel data sources by revealing unpredicted patterns, relationships, trends, sentiments, and issues that develop in near-real time. Unlike traditional databases, which force the user to define structure ahead of time, HP provides connectors for Explore that can reach into databases, such as RSS feeds and social media, and process the interactions for analysis, regardless of how they are structured, in their native repository. Interactions are treated natively as they are indexed. It doesn t matter if different types of databases have different metadata associated with customer interactions; Explore can handle an impressively broad array of data types. The product also comes with pre-built connectors to more common data repositories, and it supports 1,000-plus file types, including voice and video. It also supports more than 150 different languages. What this means is that users can very quickly run queries on any type of data or interaction, and if they need to refine further they can simply add on more parameters around the search without having to re-index the data. 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. For instance, it categorizes concepts in relationship to one another, it automatically partitions customer interaction data so that similar information is clustered together to uncover themes, and detects key topics by identifying hot clusters. The product also understands concepts and context within interactions, which allows users to do sentiment analysis and uncover concepts that aren t necessarily known to the user. Most important, it facilitates cross-channel analytics. For instance, rather than analyze the data within social media and Web visits separately, Explore provides actionable insights based on relationships between different touchpoints. For example, it might correlate why customers are posting about something not working on the company s website, which can be used to fix the problem, but also alert the contact center about information it might get calls on. Finally, the solution initiates workflows and actions based on the data, and provides fuel for strategic decision making. 3
4 frost.com Scalability The ability to scale is a defining factor for HP as well, and a much talked about hot point in the industry. How many solution providers can lay claim to supporting more than 45,000 agents on a single system? HP can, and its largest deployment is currently doing just that. Summary Take a Second Look Frost & Sullivan believes that it s worth taking a look at what HP WFO Software has to offer. HP s highly integrated, modular suite of WFO solutions competes with the best in the industry on feature/functionality. HP Explore delivers on the promise of true multi-channel Voice of Customer analytics. Plus, HP Qfiniti s common, well-designed user interface and ability to scale provide additional reasons for consideration. And yes, when it comes to service and support of WFO, HP does that, too. About HP WFO Software With a 32-year history of innovation in the contact center industry and 24 technology patents, HP WFO Software (formerly etalk) provides enterprise contact centers with a fully integrated workforce optimization solution for strategic planning, workforce management, call recording, coaching and elearning, interaction analytics, surveying, and more. When combined with HP Explore, HP s advanced Voice of Customer analytics offering, you gain a comprehensive toolset that optimizes agent performance while automatically delivering customer insight expressed through opinions, perceptions, and sentiments. Backed by world-class customer service and support, HP s WFO solution helps you drive more customer interactions to successful outcomes on the first contact. Learn more at hpengage.com/wfo 4
5 Auckland Bahrain Bangkok Beijing Bengaluru Buenos Aires Cape Town Chennai Dammam Delhi Detroit Dubai Frankfurt Herzliya Houston Irvine Iskander Malaysia/Johor Bahru Istanbul Jakarta Kolkata Kotte Colombo Kuala Lumpur London Manhattan Miami Milan Moscow Mountain View Mumbai Oxford Paris Pune Rockville Centre San Antonio São Paulo Seoul Shanghai Shenzhen Singapore Sydney Taipei Tokyo Toronto Valbonne Warsaw Silicon Valley 331 E. Evelyn Ave., Suite 100 Mountain View, CA Tel Fax San Antonio 7550 West Interstate 10, Suite 400 San Antonio, TX Tel Fax London 4 Grosvenor Gardens London SW1W 0DH Tel +44 (0) Fax +44 (0) GoFrost myfrost@frost.com Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today s market participants. For more than 50 years, we have been developing growth strategies for the Global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? For information regarding permission, write: Frost & Sullivan 331 E. Evelyn Ave., Suite 100 Mountain View, CA 94041
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