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March 26, 2015

HP bolsters customers analytics platform Explore

Release looks to improve retailers multichannel strategy.

By Jimmy Nicholls

HP is seeking to bolster its customer analytics platform HP Explore with improved integration, speech recognition and report tools.

The update will aim to bring together digital and brick-and-mortar stores in companies to break down silos in various business departments, addressing concerns in retail about multichannel strategy in the age of the web.

Jeff Westover, VP and GM of Workforce Optimization Software at HP, said: "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 centre.

"These enhancements build upon HP Explore’s unique ability to conceptually understand all customer interactions regardless of channel or touch-point."

Among the new features being launched are a series of widgets, reporting functions and dashboard aimed at taking quick advantage of feedback from customers.

The release also seeks to improve the speech analytics function in HP Explore, which analyses call centre conversations to suggest ways to better the business, and will also further integration with social media platforms as a source of feedback.

"At HSN, a key component of our success is the superior experiences we deliver to our customers," said Rob Solomon, EVP of customer care and operations administration, at the retailer HSN.

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"In the contact centre, those experiences are supported by HP’s Workforce Optimization offering. We’re looking forward to taking advantage of new capabilities as we constantly explore ways to further enhance our customer experience."

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