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HP Explore 5 for Voice of Customer is here!

Screenshot of HP Explore 5.jpgHello friends of HP WFO Software.  I have more great news to share.


Following the release of HP Qfiniti 10.3 last month, today the HP WFO Software team announced a new and advanced version of HP Explore, version 5. 


HP Explore is our next generation Voice of Customer software that delivers customer interaction insights and speech analytics. HP Explore 5 leverages superior speech recognition along with a broad library of multichannel interaction connectors including call recordings, surveys, CRM notes, chats, emails and social media, to provide a powerful and robust understanding of customer issues, sentiment and behaviors.  HP Explore 5 is available as a cloud offering as well as on premise...


Keep reading to learn more about the enhancements in HP Explore 5. 

Payment Card Industry Compliance: An overview of PCI standards

Payment Card Industry Standards.jpgBusinesses today are inundated with regulations that mandate recording for compliance and risk management. As the amount of personal data entering the organization through the contact center increases, it is necessary that organizations provide a way to keep it secure. With regulations frequently changing, most articles you find are based more in generalities of the topic. This is a very serious topic – it should be discussed with more depth...


Keep reading for an introduction to Payment Card Industry (PCI) Data Security Standards and how it impacts call centers. 

Meet the Expert: HP Optimost’s Chris Bazalgette

Chris Bazalgette.jpgChris Bazalgette is a Technical Consultant for HP Optimost, focused on the technical aspects of implementing tests for customers, maximizing the efficiency of the process, and finding solutions to new challenges as websites increase in complexity.


Chris has tremendous experience across a range of technologies, so when I recently sat down with him in the London office, I was excited to get his take on where we’ve come from, where we’re heading, how to optimize in other parts of life, and how to score a free ride on the Concorde...


Keep reading to learn more about Chris's thoughts on the web optimization space. 

How strong is your marketing instinct?

Take the HP Optimost quiz.jpgOne of the initiatives you’ll see from HP Optimost this year is a big focus on thought leadership that helps you do your job better. We also want to make it easy to talk about web optimization in a fun and engaging way with your friends and colleagues.  We’ve created a super-simple (but not easy!) one-minute quiz...


Keep reading to see how strong your marketing instinct really is.

Wyndham RCI: A case study on delivering personalized digital experiences

RCI.com built with HP TeamSite and Klish.JPGWyndham RCI, the world’s largest vacation exchange network, owns a very complex web environment across over 100 countries, 3.7 million members, and 20 different brand experiences. In partnership with the HP and the deep technical expertise of Klish Group, they embarked on a redesign of their website, RCI.com...


Keep reading to learn more about how Wyndham RCI revamped their website and delivered personal web experiences with HP TeamSite. 

Cheers, race cars, and selfies: A day at the Daytona 500 with HP Explore

HP Explore captures trends at the Daytona 500.pngThe Daytona 500 was a couple weekends ago, and again HP Explore was busy making sense of all of the online chatter about the Great American Race. Last year, with Explore, NASCAR listened to nearly a million Tweets, Facebook check-ins, Instagram shots, news articles, blog posts, videos, and more. That’s a million different cheers, curses, selfies, nicknames, emoticons, and missed connections. Making sense of all of that is impossible without Explore’s real-time automatic analysis... 


Keep reading to see what HP Explore captured (and how!) at the Daytona 500.

HP Haven Automatic Query Guidance (AQG), multichannel analytics, and you

A screenshot of HP Explore dashboard.pngWithin the realm of HP Explore’s multichannel analytics solution, there is a critical function to helping to quickly and efficiently better discover what is going on in your multichannel interactions. Efficiency and speed of discovery is important as searches yield a lot of noise or false positives as these one to three keyword queries lack context. HP Haven Automatic Query Guidance (AQG) overcomes noise and false positives and  improves the process of discovery across a data set by providing relevance and context that otherwise would go missing.


Keep reading to learn how HP Haven AQG plays a role in HP Explore's multichannel analytics. 

HP Qfiniti 10.3 is here!

HP Qfiniti 10.3 offers improved agent performance management.JPGHello friends of HP WFO Software.  I have very good news to share.  Today, we released the latest version of HP Qfiniti… version 10.3. 


HP Qfiniti 10.3 includes enhancements including additional call recording connectivity, improved agent performance management, superior desktop analytics, and more. 


Keep reading to learn more about HP Qfiniti 10.3 and how these new enhancements will help you deliver exceptional customer experience. 

Meet the Expert: HP Optimost’s Phil Bevan

Philip Bevan.jpgPhil Bevan is a Technical Consultant for HP Optimost. His primary responsibilities are focused around providing and developing web optimization strategies and multivariate tests for clients.


To continue with our #MeetTheExpert series, I recently sat down with Phil to learn more about his experience and asked him to share his thoughts on web optimization.


Keep reading to learn more about Phil's background in web optimization and where he thinks the industry is going. 

From the desk of Dr. WFO: Who exactly IS Dr. WFO (aka Roger Lee)?

Dr. WFO.jpgWhen the opportunity to create a blog under a pseudonym came up, I jumped at the chance. Dr. WFO is the perfect name for the wealth of knowledge and experience behind me. My first blog post, To Upgrade or Not to Upgrade, left me fielding the question, “Who exactly is Dr. WFO?


Here's my response... 


Keep reading to meet the workforce optimization expert behind the mask.

Learn how John Lewis innovates with HP Optimost

John Lewis partners with HP Optimost for hackathonWatch this new customer case study video to learn how leading UK department store John Lewis innovates with HP Optimost to understand their customers and deliver a seamless customer experience. John Lewis partnered with the HP Optimost team to host a two-day hackathon to build and test new webpage designs for johnlewis.com. The team who built the most successful page won HP Slates! 


Continue reading to get the full John Lewis HP Optimost story. 

Meet the Expert: HP Optimost’s Robert Brennan

Robert Brennan.jpgRobert Brennan is a Client Success Manager with HP Optimost. He is responsible for developing and executing tailored optimization strategies for customers that drive significant and continuous business impact.


I sat down with Robert to learn more about his experience and advice for the web optimization community.


Continue reading to see what Robert has to say about web optimization and multivariate testing. 

From the desk of Dr. WFO: To upgrade or not to upgrade, that is the question

Dr. WFO.jpgOn the surface, upgrading seems to be a simple decision. When Apple notifies you of software updates available for your iPhone, more often than not, many of you automatically process the update so you can stay current, take advantage of the new features, and apply any bug fixes.


Obviously upgrading your iPhone and upgrading your enterprise software are two very different actions. Often, documenting processes in preparation for and implementing standard software upgrades are overlooked by organizations...


Continue reading to get some tips and tricks that will make your next software upgrade easier from Dr. WFO himself.

Modernize your insurance systems to win and retain customers

Exstream Forrester webinar 1.jpgIn a world of web and mobile access, consumers are flocking to insurance comparison sites, expecting instant quotes and quick response time whenever a claim is filed. It’s a fast-paced reality, compounded by the complexity of most insurance companies’ outdated systems.


Continue reading to learn how you can take your insurance systems into the 21st century. 

Grab your spot: HP WFO Software user group – March 12

HP Qfiniti User Group at HSN Thumbnail.jpgA few weeks ago, I announced a customer-led user group in St. Petersburg, Florida on March 12, and asked you to reserve the time on your calendar. Remember this blog post? In that post, I promised to let you know when you could formally register for the meeting. That time is now! 


Continue reading to learn more about next month's user group at HSN headquarters. 



Happy New Year from HP Optimost

Annie Weinberger.jpgBlog post by guest blogger, Annie Weinberger, General Manager for HP Aurasma and HP Optimost.


Happy New Year from HP Optimost! With the New Year, we are very excited to share what we’ve been working on that will make 2015 our customers’ most successful year...


Continue reading to see what changes the HP Optimost team has planned for 2015.

Working with verbatim responses in post-call surveys

Verbatim survey responses.jpgThis blog post is a continuation of my initial post on the topic of post-call surveys: Best Practices for Post-Call Surveys. If you need a bit more background on post-call surveys before reading about why you need to include verbatim responses in your post-call surveys, definitely check out the first article.


Before writing my initial post-call survey blog, I was reading an online article titled “How to  Make Your Post-Call Survey Results More Accurate” by Michael Stanford (paywall), and it really intrigued me. He wrote about a personal post-call survey experience in which the questions asked did not include one asking specifically if the service issue was resolved.


Read on to learn why verbatim responses are important and how HP Explore can help you better understand them. 

#GetEngaged in 2015

Behind the Scenes at HSN.jpgI’m excited to kick off the new year with my first blog and a few key announcements around our first customer events of the year.


Our EMEA Marketing Optimization User Forum is set to take place at the Conrad Hotel in London on March 5. HP Exstream, HP TeamSite, HP MediaBin, and HP Optimost customers and partners from across Europe should attend to gain key insights into market trends, best practices, and the latest product releases, as well as plenty of opportunities to network with members of the Marketing Optimization team and other customers.


Keep reading to get a sneak peak at what other customer events we have planned.

Next HP Qfiniti User Group – March 12 in Florida!!!

HSN HP Qfiniti User Group.jpgI’m very excited to share with you that the HP WFO Software (think etalk Qfiniti and Explore) user community has set a date for their next User Group meeting. 


Continue reading to learn more about HP Qfiniti's next user group. 

HP WFO Software is expanding again!

Happy New Year!


We continue to invest in the HP WFO Software business and I wanted to share some exciting news! We recently made another investment in our HP WFO Software Professional Services team adding a new manager to the group to oversee all delivery activities.


Keep reading to learn more about the HP WFO Software team's new addition.

Exploring social insights at HP Discover Barcelona

HP Explore at HP Discover Barcelona.jpgHappy New Year! Excited to dive into 2015, but first a quick recap of my time at HP Discover in Barcelona early last month.


What a town and what an event. Along with colleagues Will Cook and Martin Cuellar, we manned the HP ExploreCloud – Social Media Command Center (SMCC), powered by HP Haven.


Continue reading to see what insights Dan gained in Barcelona.

Reintroducing Roger Lee

Roger Lee.jpgI am very pleased to share that, as of December 15, Roger Lee has rejoined the HP WFO Software team as Senior Director of Product Marketing. This move is something of a homecoming for Roger. Roger worked with the Qfiniti and Explore product lines as an employee of etalk and then Autonomy for five years beginning in 2004. But after being gone for six years honing his customer experience craft, he couldn’t stand it any longer!


Keep reading to see what Roger is looking forward to most as the newest HP WFO Software team member. 

Wishing you Happy Holidays!

Happy Holidays from HP WFO Software.jpgI don't know if you experienced 2014 the same way I did, but this year seems to have flown right by for me. And it has been a downright blur since early September when I took over leadership of the HP Qfiniti and HP Explore team.


Continue reading for a re-cap of HP WFO Software's whirlwind year.

HP again named a leader in Gartner’s Magic Quadrant for Customer Communication Management Software

Gartner Magic Quadrant for CCM Software.pngFor the last 15 years, HP Exstream has consistently been recognized as a leader in customer communications management software by press and analysts. That trend continues with the recently released Gartner Magic Quadrant for Customer Communication Management Software (CCMS).


Keep reading to download a complimentary copy of the report and see how HP Exstream is leading the pack. 

Save Oct 4-6 for #HPEngage15

HP Engage 2015.jpgBreaking news!  Our second annual customer conference, HP Engage, will be held in San Diego on October 4-6, 2015.  Plenty of time to secure the time on your calendar! 

We do not yet have a registration page or early bird rate, but I wanted you to know as soon as we were sure.  Please block your calendar and join us for a couple days in sunny San Diego...


Continue reading for a sneak peek at what we have planned at HP Engage 2015.

HP WFO leaders explain our product line

HP Qfiniti.JPGOn the heels of announcing a name change for the business group responsible for HP Qfiniti and HP Explore (we’re now called HP WFO Software), we needed to make a few changes to the HP Qfiniti summary video. So, here’s the slightly updated version for your viewing pleasure. Comments welcome!


Continue reading to watch the HP Qfiniti video. 

Augmenting the HP Discover Experience

Aurasma at HP Discover Barcelona.jpgBlog post by guest blogger, Annie Weinberger, General Manager for HP Aurasma and HP Optimost.


Whether or not you made it to Barcelona for HP Discover last week, I want to share two of the biggest draws of the show. Our Social Media Command Center has become a Discover fixture. It attracts a lot of attention on the show floor—and you can see why...


Read more for a closer look at what the Marketing Optimization team shared at HP Discover Barcelona.

Three ways NASCAR is getting it right

NASCAR.pngHP and NASCAR have a long-standing corporate relationship. NASCAR uses several HP technology solutions and services to help drive their sport, and HP co-markets with NASCAR in a number of ways. One of those ways gives us an opportunity to showcase these technology solutions to our customers on race day.


Read on to see how NASCAR is getting customer engagement right.

See how HSN uses HP Qfiniti

HSN HP Qfiniti.JPGWe debuted this customer case study video at HP Engage back in September.  It shows how leading customer HSN is getting fantastic value out of HP Qfiniti


Read on to watch our HSN case study video.

Call us HP WFO Software, please…

HP WFO Software Twitter.jpgOn November 1st, HP entered Fiscal Year 2015 and with it came the opportunity to make a few changes. If you’ve followed along with my blog, you know that I recently took over general management of HP Software’s call center-oriented business group for HP Qfiniti (formerly etalk Qfiniti) and HP Explore. And that I’m aggressively simplifying our team’s focus. I’ve introduced very clear and simple imperatives for the group and am relentlessly obliterating distractions for the entire team.


Read more to learn why the HP Qfiniti and HP Explore team is changing its name...

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About the Author(s)
  • With over 15 years’ experience in product marketing and sales with enterprise software companies, Becky brings considerable expertise to HP’s Information Archiving product marketing team. In her role, she is responsible for cultivating go-to-market strategy, messaging, and content. Becky enjoys working with clients, partners, and prospects to gain a better understanding of the information archiving needs, priorities, and issues affecting enterprises
  • Beth Demirjian leads HP Autonomy's digital strategy including search, social, mobile and email and has 15 years experience in enterprise software. She resides in San Diego, CA.
  • Chris Surdak is a Subject Matter Expert on Information Governance, analytics and eDiscovery for HP Autonomy. He has over 20 years of consulting and technology experience, and holds a Juris Doctor from Taft University, an MS from the Wharton School at the University of Pennsylvania, a CISSP Master's Certificate from Villanova and a BS in Mechanical Engineering from Penn State. Chris is author of the Big Data strategy book, "Data Crush," which was recently nominated as International Book of the Year for 2014, by GetAbstract. Chris is also contributing editor and columnist for European Business Review magazine.
  • Claire Dominy is a Digital Marketing Manager at HP Autonomy and is currently based in Houston, TX.
  • Da Hye Huh serves as the Director of Product Marketing for Autonomy IDOL.
  • Dan Burke serves as a vice president of HP Software. He is in SME within Power and Emerging technologies, focused on HP Autonomy Explore and IDOL based solutions, such as multi-channel analytics and knowledge management.
  • David Brown is a Product Marketing Manager at HP Autonomy, where he leads product marketing for several of HP’s Information Governance solutions.
  • David Humphrey, CTO of Video Surveillance for HP Autonomy oversees operations for Video, pioneering intelligent video-analytic technologies for international installations. Mr Humphrey has over twenty years experience in advanced video-analytics, with seventeeen years on security applications, as a leading provider of security and surveillance solutions to defense agencies, governments and major corporations around the globe.
  • David Roy has over 27 years of experience in Software Engineering, with expertise in the areas of Digital Asset Management, Image Science and Image Processing. David led the HP MediaBin Development Team for over 15 years and now works in the HP Autonomy Professional Services group.
  • Dominic Brown is Vice President, Meaning Based Governance at Autonomy, Inc. At Autonomy, Brown employs his 15 years of legal and IT experience, along with Autonomy’s unique technology, to help organizations address challenges with eDiscovery, compliance, and records management.
  • Fernando Lucini has been with Autonomy since 2000 and serves as Chief Technology Officer. As Chief Technology Officer, based at Autonomy’s headquarters in Cambridge, UK, Mr Lucini is responsible for defining the overall technology vision and strategy for HP Autonomy including the long term product roadmap and evangelising to customers and to the rest of HP, overseeing and sponsoring some of the world’s largest and most complex information systems across a range of industries.
  • Gagan Bhatia serves as WW product marketing manager for Enterprise Data Protection software within HP Autonomy business unit. He has over 15 years of experience in developing and marketing enterprise software including archiving, data protection, and information management solutions. He is based in San Francisco Bay Area.
  • George Tziahanas leads product management and strategy for HP Autonomy’s Legal and Compliance Portfolio, including its Compliant Archiving, eDiscovery, Legal Hold, and Supervision/Surveillance solutions. George also works closely with HP Autonomy financial services clients, overseeing deployment and ongoing management of solutions designed to meet regulatory requirements.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Henry Eakland joined HP Autonomy in April 2012 and currently works as Director Product Marketing for HP WFO Software, which provides workforce optimization solutions for enterprise contact centers. He works out of our San Francisco, CA, office.
  • Jeff Westover is VP & GM of HP WFO Software for contact centers. He blogs about HP Qfiniti & HP Explore.
  • Jeff Veis is Vice President of Solution Marketing for HP Autonomy responsible globally for product, partner and field marketing initiatives. Jeff has been in the enterprise software industry for more than 20 years and has experience in marketing, strategy, sales, and partnerships. During his time at HP Autonomy, Jeff has founded the Liberty Alliance Project, a first-in-class standards organization with a global membership that provides a holistic approach to identity.
  • Joe Garber is Vice President of Information Governance at HP Autonomy. In this role, he leads product messaging and go-to-market efforts for the organization’s eDiscovery, information archiving, and ECM market offerings. Garber has more than 10 years of experience in information governance and eDiscovery.
  • Joe has over 13 years of experience in technology marketing and is currently focused on the analytics solution portfolio. Prior to this role, he was responsible for product marketing of the enterprise application data management solution.
  • Delivering subject matter expertise in the area of financial services compliance and product marketing for HP’s eDiscovery and Supervision/Surveillance products. John has been a legal and compliance professional in the financial services industry for over 12 years. Prior to joining HP Autonomy, John was a compliance officer, auditor, and consultant for major banks, broker-dealers, investment banks, hedge funds, and asset management firms.
  • Luis Romero is a Senior Product Marketing Manager at HP Autonomy, where he leads product marketing for HP’s Information Archiving solutions. Luis has over 12 years of experience in enterprise software and information archiving.
  • Martin Cuéllar, Director of Product Marketing for HP Software, is a Subject Matter Expert within HP Autonomy Emerging Technologies. Martin’s career includes work with public sector, private sector, government, and non-profits implementing new analytics, CRM, ECM, and search solutions. He works with existing and new HP customers using Autonomy Explore Cloud for multi-channel analytics and social engagement.
  • Michelle is the Global Product Marketing Manager for HP Records Manager and HP ControlPoint within the Information Governance portfolio. Responsible for solution messaging, positioning and GTM strategy, Michelle works closely with the product, sales, marketing and channel organisations within HP to develop these. Michelle has 13+ years experience in the Information Management space having worked closely with customers, industry and business partners over this time.
  • Po Hong, PhD, is a senior solutions architect in HP Big Data Platform Corporate Presales specialized in HP Vertica performance tuning and workload management.
  • Randy manages worldwide public relations, analyst relations, social media, and employee communications for HP Autonomy.
  • Robert Brennan is a senior client director at HP Autonomy with seven years’ experience in marketing optimization. He specializes in A/B and multivariate (MVT) testing with HP Optimost, working directly with key clients on strategy, execution, and analysis. Robert also serves as a valued thought leader for HP by educating new employees, streamlining departmental processes, and developing highly effective client deliverables.
  • Scott speaks, blogs, writes articles and specializes in driving competitively differentiated integrations for storage and virtualization. VMware Certified Professional, recognized as a vExpert, VMWorld speaker, VMUG keynote speaker, and a contributing author of the book Virtualization Changes Everything.
  • Shabih Syed is a seasoned technologist possessing 9+ years in technology leading SaaS, mobile and consumer web development teams. He is currently serving as a Product Manager within the HP Autonomy Marketing Optimization organization and is the Agile Product Owner for the ongoing development of TeamSite.
  • Responsible for Cloud Server Data Protection products, including LiveVault and Data Protector. Based in Boston, MA. Twitter: @sraldous
  • Stephen Spellicy is known as a virtualization and data protection subject matter expert with 17+ years of experience in the technology industry. As the Director of Product Management for Data Protection within HP Software's Division, he manages a portfolio of software products that over 60k customers leverage worldwide. His expertise within the backup/recovery, storage, virtualization, and cloud technology areas have also gained him recognition with HP internally and externally, with many contributed articles published technology focused magazines & periodicals.
  • As chief technical architect for HP Autonomy’s Contact Center Management solution, I drive the overall strategic direction and product management for the HP Qfiniti product suite. In this capacity, I collaborates closely with research and development, sales, and the senior management team to plan and implement the product roadmap as well as HP Qfiniti’s integration into the overall portfolio of related customer experience management products. I am considered by my peers to be a pioneer in the quality monitoring market with more than 30 years’ experience in the industry, and my unique expertise comes from having installed and supported many Call Center products such as ACD, CTI, VRU and AutoDialers. I began my career in 1983 as a service engineer for New York-based Datapoint Corporation, which was eventually spun off as Teknekron Infoswitch. In 1993, I launched an internal entrepreneurial group to create the first quality monitoring product – an industry changing and evolutionary technology. I then became the general manager of the quality monitoring group which developed the AutoQuality product line, Teknekron’s core product offering. With the acquisition of Teknekron Infoswitch by HP Autonomy in 2006, and its further development as the Autonomy etalk product, I have continued to pursue my entrepreneurial drive through the management and development of internal business units.
  • Sunil Menon is CTO and heads up Product Management for Marketing Optimization at HP Autonomy. Sunil has over 17 years of technical and business experience in the areas of Digital Marketing, Content Management, Marketing Automation and Marketing Optimization. In his current role, Sunil leads Product Management and Strategy for HP Autonomy's Marketing Optimization portfolio covering web experience management, digital marketing, optimization, marketing analytics and contact center solutions.
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