HP Connects Customers to the Enterprise Through Seamless Integration of Social Media
03 Oktober 2013 - 1:45PM
Marketwired
HP (NYSE: HPQ) Enterprise Services today announced new and enhanced
services that support enterprises in their efforts to connect with
customers via social media channels all while improving the bottom
line.
The rapid adoption of social media has generated new
opportunities for enterprises to gain a deeper understanding of
customer patterns and behavior. At the same time, it brings new
challenges as organizations struggle to analyze the resulting
unstructured data, such as tweets, blog postings and forums, which
is more complex than traditional, structured data. Organizations
that are not equipped to analyze this information miss out on
valuable insights that can drive a competitive advantage.
"Social media can make or break a company and its brand --
organizations that do not have the capabilities to monitor and
engage in the conversations are letting valuable insights and
opportunities pass them by with every tweet, blog posting and
status update," said Danila Meirlaen, vice president, Business
Process Outsourcing, Enterprise Services, HP. "With HP's
market-leading expertise in customer engagement, organizations can
confidently take the leap into social media and turn these insights
into action."
The new HP Customer Engagement Management (CEM) Services -
Social, powered by HP Explore, a multichannel analytics product and
HP Intelligent Data Operating Layer (IDOL), supports enterprises to
quickly integrate social customer relationship management (CRM)
capabilities into their current environment. Through these
services, clients can connect their enterprise to the social web
and have the capability to respond to customers in the channel they
prefer. As a result, organizations are better positioned to provide
exemplary customer service, while attracting new customers and
retaining existing ones.
Listen, monitor, engage and take action HP
CEM Services - Social encompasses three graduated services to
enable clients to engage with their customers and influencers
across the internet, social networks and digital channels.
Social media analysis allows clients to gain actionable
information and insights into existing and potential customers. As
a result, clients can accelerate the identification of
conversations about their organization that signal opportunity to
improve or extend their brand. The service introduces the Social
Command Center for clients to have a 24/7 view to a "social media
dashboard" that displays trends in volume, topics and sentiment. As
a result, clients can accelerate the identification of
conversations about their brand and gather vital information to
drive business decisions.
The second level -- engagement services -- categorizes and
prioritizes individual social media mentions according to
predefined business rules and then routes customers accordingly for
required actions. With this service, HP contact center agents act
as an extension of the client's brand, engaging with customers on
social networks. Mentions also can be routed within the enterprise,
enabling customers to experience a meaningful dialogue with the
right company personnel based on the context of their mention.
The third level of service -- enterprise analytics -- creates a
single, holistic customer view by linking individuals in social
media channels to the Conversation Hub. The customer 360 view,
coupled with near-real-time data mining for keywords and contextual
meaning, enables targeted one-to-one customer engagement. HP also
offers trend analysis to identify marketing and operations
recommendations. As a result, clients collaboratively design and
execute individualized service treatment that support improvements
to the bottom line.
Additional information about HP CEM Services - Social is
available at www.hp.com/go/crm.
Pricing and availability HP Customer
Engagement Management (CEM) Services - Social is available
immediately worldwide with pricing based on subscription type.
About HP HP creates new possibilities for
technology to have a meaningful impact on people, businesses,
governments and society. With the broadest technology portfolio
spanning printing, personal systems, software, services and IT
infrastructure, HP delivers solutions for customers' most complex
challenges in every region of the world. More information about HP
is available at http://www.hp.com.
This news release 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
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described in HP's Quarterly Report on Form 10-Q for the fiscal
quarter ended April 30, 2013 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, 2012. HP assumes no
obligation and does not intend to update these forward-looking
statements.
© 2013 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
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editorial errors or omissions contained herein.
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