HP Customer Contact Manager Version 5 Named a Product of the Year by C@ll Center Solutions.PALO ALTO Palo Alto, city, California Palo Alto (păl`ō ăl`tō), city (1990 pop. 55,900), Santa Clara co., W Calif.; inc. 1894. Although primarily residential, Palo Alto has aerospace, electronics, and advanced research industries. , Calif.--(BUSINESS WIRE)--Jan. 11, 1999-- Hewlett-Packard Company today announced that the newest version of the HP Customer Contact Manager (CCM CCM Contemporary Christian Music CCM Critical Care Medicine CCM County College of Morris (New Jersey) CCM Chama Cha Mapinduzi (political party, Tanzania) CCM CORBA Component Model ) advanced computer-telephony integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) software has been named a Product of the Year by C@LL CENTER Solutions, a leading magazine for the customer service and support industry. HP CCM Version 5 is slated to be highlighted in this month's issue of C@LL CENTER Solutions. Product of the Year, awarded by the magazine's editors and the engineers of TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center Labs, is given to products that the magazine feels deserve the attention of forward-thinking organizations looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. best-of-breed solutions. HP CCM Version 5 enables call centers to manage customer interactions across multiple contact channels, such as voice, the Web and e-mail. The robust feature set of HP CCM Version 5, launched worldwide in the fall of 1998, includes next-generation outbound dialing with inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound blending, advanced virtual-call-center capability extensions and support for Microsoft(R) Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. (R) Server. HP CCM is a key component of the HP Smart Contact program, which offers solutions for building advanced call centers. HP CCM is deployed worldwide in banking, telecommunications, public utility and other industries. "HP CCM Version 5 deserves Product of the Year recognition for several reasons -- from its latest incorporation of outbound dialing and virtual-call-center functionality, backed by relationships with GeoTel and major telcos, to its support for NT Server," said Rich Tehrani, group publisher, Technology Marketing Corporation (TMC), which publishes C@ll Center Solutions. "HP CCM's ability to enable call centers to interact seamlessly with customers across multiple contact channels while enabling consistent business processes to be applied to those interactions helps present a single, unified front to the customer, to streamline internal processes and, ultimately, to improve the company's ability to manage customer relationships." HP introduced HP CCM in 1994 and has made continual upgrades to meet evolving customer needs. HP CCM Version 4, introduced in 1997, was among the first software products to enable call centers to manage customer interactions across multiple contact channels. "Product of the Year from C@LL CENTER Solutions is a strong, independent validation of the significant enhancements made to HP CCM's capability, performance and scalability in Version 5," said Joe Beyers, general manager of HP's Internet Software Business Unit. "Enhanced outbound dialing and virtual-contact-center functionality, plus support for Windows NT Server, make HP CCM Version 5 one of the most advanced, comprehensive customer-contact software products available." Next-generation Outbound Dialing with Inbound Blending The HP CCM Smart Dialer Suite provides major productivity increases and the ability to implement blended inbound and outbound environments. Customers can select from the following options: -- HP CCM Smart Preview Dialer An automatic telephone dialing system that dials from a list of numbers. It presents the agent with the information about the prospect or customer to be called and requires a response either to make the call or not to make the call. -- allows agents to review customer information prior to call initiation; -- HP CCM Smart Progressive Dialer -- adds automatic call-progress detection to increase agent productivity; and -- HP CCM Dialer Channel Manager -- provides an open interface, allowing leading predictive dialer An automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up vendors to integrate their products with HP CCM. EIS (1) (Executive Information System) An information system that consolidates and summarizes ongoing transactions within the organization. It provides top management with all the information it requires at all times from internal and external sources. Gateway from EIS International has been integrated with HP CCM Version 5. Advanced Virtual-call-center Capability Extensions HP CCM Version 5 distributes phone calls, e-mail and other modes of contact across multiple sites, even if different types of switches are used. Tightly integrated with Intelligent CallRouter products from GeoTel Communications, HP CCM Version 5 works with switch-based internetworking capabilities from Aspect Telecommunications, Lucent Technologies and other switch suppliers. HP is working with AT&T, Telecom New Zealand Telecom New Zealand (NZX: TEL ASX: TEL NYSE: NZT) is a Wellington, New Zealand-based telephone company and, through its subdivision Xtra, an internet service provider. It has been run as a publicly-traded private company since 1990. , Cable & Wireless, Optus and other telcos to implement advanced, network-based virtual-call-center solutions that are integrated with HP CCM. About HP Hewlett-Packard Company is a leading global provider of computing computing - computer , Internet and intranet solutions, services, communications products and measurement solutions, all of which are recognized for excellence in quality and support. HP has 124,600 employees and had revenue of $47.1 billion in its 1998 fiscal year. Information about HP and its products can be found on the World Wide Web at http://www.hp.com. Information on HP Smart Contact can be found on the World Wide Web at http://www.hp.com/go/smartcontact. Microsoft is a U.S. registered trademark of Microsoft Corp. Windows NT is a U.S. registered trademark of Microsoft Corp. |
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