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, and HP WFO Software group was born. 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.
With a 32-year history of innovation in the contact center industry, HP WFO Software (formerly etalk) provides enterprise contact centers with a fully integrated workforce optimization solution for:
✔ Call Center Software and Call Center Solutions
✔ Multi Channel Customer Service
✔ Call recording
✔ Coaching and eLearning
✔ Call Center Analytics
✔ Omni Channel Software
In this paper we discuss:
The structure of HP WFO Software
Frost & Sullivan’s research on multi-channel options in the contact center
The use of Voice of Customer, speech and multi-channel analytics
