The FINANCIAL -- HP Software on March 26 announced significant enhancements to its Voice of Customer analytics platform designed to uncover the hidden value in multichannel customer interactions.
Today’s customers routinely use varied communication channels and touch points to interact with a brand, but most businesses aren’t able to conceptually understand the interactions without human interpretation. With HP Explore, businesses can leverage technology at scale to understand these unstructured human interactions. Moving beyond communication siloes allows businesses to automatically identify the insights that will positively impact service, sales, and marketing decisions in the contact center as well as across the business, according to HP.
"HP Explore 5.0 moves us much closer to the promise of true customer understanding by illuminating concepts from all channels of interaction captured in the contact center,” said Jeff Westover (jeffwestover), VP and GM, HP WFO Software. “These enhancements build upon HP Explore’s unique ability to conceptually understand all customer interactions regardless of channel or touchpoint.”
HP Explore 5.0, part of HP’s Workforce Optimization solution, includes the following enhancements:
Expanded analytics toolkit: HP Explore now features over 25 dynamic reports and widgets, which reveal live analysis of interaction content. New reports including Topic Map and Conversation Map will allow businesses to act on customer insights quickly.
Improved user experience: HP Explore users gain much greater flexibility for customizing the presentation layer including setting up views and dashboards specific to definable user roles. Projects and dashboards can be created and shared for improved team collaboration. Graphical themes for widgets are highly configurable allowing for adherence to enterprise brand design standards.
Superior speech analytics: HP Explore now includes improved speech analytics, seamlessly utilizing the rich corpus of recorded call center conversations to inform the business. Contextually-aware analytics provides immediate feedback and improved customer satisfaction across the business.
Seamless integration to indirect content, including social media: Built-in connectors to indirect channels, such as RSS feeds and social media including Twitter, Facebook, etc., provide seamless integration to many external data sources.
These enhancements to HP Explore 5.0 provide the enterprise contact center with unsurpassed capability to understand customer behavior more completely and improve customer satisfaction. This insight can significantly reduce customer churn, leading to increased revenue growth through marketing and sales effectiveness.
“At HSN, a key component of our success is the superior experiences we deliver to our customers. In the contact center, those experiences are supported by HP’s Workforce Optimization offering,” said Rob Solomon, Executive Vice President, Customer Care and Operations Administration, HSN, Inc. “We’re looking forward to taking advantage of new capabilities as we constantly explore ways to further enhance our customer experience.”
HP Explore 5.0 will be generally available March 27, 2015.