HP and Avaya bring Customer Engagement as a Service (CEaaS) for contact centers

Infotech Lead India: HP Enterprise Services says its new HP Customer Engagement as a Service (CEaaS) provides clients a fast path to transition their legacy contact centers to a flexible platform.

The new HP Customer Engagement as a Service combines HP’s position in enterprise cloud with contact center technology from Avaya.

HP CEaaS services — hosted in a virtual private cloud — enable contact center clients to add new capabilities such as social media marketing, mobile integration and customer analytics into a single contact center platform.

In addition, HP CEaaS provides better contact center technology and infrastructure delivered via the cloud, allowing clients to retain their own customer service agents and focus on managing customer relationships. Besides working on-premises, customer service agents can work remotely or from a non-networked site via public internet access.

Danila Meirlaen, vice president, Business Process Outsourcing, HP Enterprise Services. “HP CEaaS helps clients provide their customers a better contact center experience that increases customer loyalty while positively impacting the bottom line.”

HP CEaaS enables contact center clients to scale services up and down to address changing contact center needs. By utilizing these services, which are delivered via a scalable cost structure, clients have the potential to reduce upfront capital spend on software licenses and hardware while eliminating annual maintenance fees.

“Enterprises looking to augment existing infrastructure investments need the ability to quickly and easily activate multichannel contact center capabilities through a cloud-based delivery model,” said Mark de la Vega, vice president, Global Contact Center Solutions, Avaya.

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