Slow call centres: HP has the solution
When phoning a call centre most of us have heard the words, “Please hold on for me, my system is really slow today.”
Not only does the end user become agitated when a system takes too long to respond, call centre operators are frustrated by the very tools that are supposed to enable them to do their work.
Marius Haas, senior vice president and general manager of the HP networking business, says that HP’s new Branch Office Networking Solution is the solution to the problem.
The problem, Haas says, stems from there typically being no IT staff at the branch, limited infrastructure integration, and multiple management tools.
According to Haas they solved this problem by building a modular networking system based on open standards. The system is capable of integrating not only HP’s own networking hardware, but also gear from a number of third parties.
Haas said that HP now support systems from Avaya (Aura Session Border Controller), Citrix (Netscaler VPX), Microsoft (Lync), NetScout (nGenius Integrated Agent) and Riverbed (Steelhead RiOS) in addition to already supported third party products.
This allows you to build a whole network infrastructure into a single chassis, rather than needing multiple pieces of hardware packaged in separate chassis connected with cables.
Hardware from multiple vendors can then also be managed from a single “pane of glass,” according to Haas. This means that all the systems can be managed from a single interface, using software provided by HP.
Of course, all the convergence in the world won’t fix badly written call centre software, but a man can dream of a day when call centres answer calls within half a minute and don’t subject callers or agents to laggy software running on congested networks.
Jan Vermeulen was a guest of HP at a media and partner event in Barcelona
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