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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...

Transform your customer experience: Join us at the Gilbane Conference

Marketing Optimization.jpgThe future of marketing is all about optimizing and personalizing the customer experience. It’s about providing customers with what they want at the right time and in the right way. Here at HP Marketing Optimization, we’re committed to helping marketers deliver beautiful digital experiences to their customers.


Find out what we have planned for the upcoming 2014 Gilbane Conference in Boston.

Best Practices for Post-Call Surveys

Call Center Surveys.jpgI often get asked about best practices for Post Call Surveys, and unlike other survey methods and strategies there are definitely some do’s and don’ts. Read this blog to understand what a Post-Call Survey is, how they differ from other survey techniques, and best practices about how to deploy them.


Read more to learn about the three different survey types and Post-Call Best Practices .

Drupalgeddon – A cautionary tale

drupal_logo.jpgA storm has been building over the past week—a situation which has been charmingly christened 'Drupalgeddon'. If you're not up to speed, here's the short version: on October 15th, Drupal announced and released a patch for a significant vulnerability in its system. The problem—and the reason it's blowing up right now—is that administrators only had seven hours from the patch dropping before the large-scale, automated attacks started.


Read more to see the biggest issues with Drupalgeddon and what admins need to avoid a future catastrophe...

Winning awards: Yes, HP Qfiniti and HP Explore do that too

HPQfinitiInnovation.jpgHP Qfiniti has a long history of innovation. It started back in 1983 as Teknekron Infoswitch when we sold and implemented some of the industry’s first standalone ACDs in the market. Then in 2000 when etalk – the next iteration of the company – changed the call recording industry by introducing the technology behind today's oft heard “Your call may be recorded for quality purposes.” etalk received 21 patents for its technology in the '90s and offered the first post-call-IVR survey to the market.


Read more to discover how HP Qfiniti and HP Explore have continued to innovate.

My first 60 days: Onward and upward!

First60Days.jpgI’m writing this blog from an American Airlines flight on my way to Lexington, Kentucky for a business unit management meeting. Today marks my 61st day on the job and this flight has given me 90 uninterrupted minutes to reflect on the business (no WiFi on this Embraer ERJ 140 puddle jumper!) and what I’ve learned.


Read more to see what Jeff has to say about his first two months managing HP Qfiniti and HP Explore.

HP claims victory in Gartner’s Magic Quadrant for Web Content Management

Gartner names HP a Leader in Web Content Management.jpgOver the past few years HP TeamSite WCM platform has had its share of compliments and criticism around capabilities, technology and vision. But as Oscar Wilde once said, “There is only one thing in life worse than being talked about, and that is not being talked about.” Well, the tides are changing, and HP TeamSite is at the helm.


Continue reading to see how HP TeamSite ranked in Gartner's Magic Quadrant for Web Content Management.

Big Data is changing everything

AndrewJoiner.jpgBlog post by guest blogger, Andrew Joiner, SVP & General Manager of Marketing Optimization, HP Software


It was exciting to be back in Orlando this week for Gartner Symposium/ITxpo, the biggest IT event of the year. For those of you who could not join us at the event, I’d like to share two key takeaways from my keynote session on HP’s approach to Big Data.


Continue reading to see how technology and Big Data can drive big opportunity.

Digital Marketing: Getting social at #HPEngage14 with HP Explore

voiceofthecustomerinsights.pngJust back from a three-day customer event aptly named Engage. It’s always good to be in front of customers and be able to listen to their wants, needs, and aspirations. In particular, during the event we ran some social media posts with the hashtag, #HPEngage14, and then displayed them using HP Explore, our Voice of the Customer insight tool...


Read on to find out what insights were gleaned during HP Engage.

Promise #5: Focus on Trust

FocusonTrust_Westover.jpgHowdy again from Plano Texas.  It’s finally beginning to look like autumn here.  And we’re all quite ready for the cooler weather. Here’s the fifth and final installment in my series on our promises to you, our customers...


Read more to learn about the HP Qfiniti team's fifth promise, a focus on trust.

Promise #4: Focus on Engagement

HPWorkforceOptimizationPromises_AT.jpgHere’s the fourth installment in my series of our promises to you, our customers.  These promises are our imperatives as an HP business group and stand as guiding targets for our employees.  We’re aligning the entire organization around these imperatives.


Read more to learn about the HP Qfiniti leadership team's promise to focus on engagement.

Only thing left to do is party at #HPEngage14

TimetoParty.JPGI’ll keep this brief.  I want to get to our final activity, our end of conference party. 


These past few days I’ve learned a ton.  Been impressed by things HP is doing in the area of customer engagement that I didn’t know about...


Read more to see what we've learned and to get a quick re-cap of everything HP Engage 2014.

HP Customers celebrated at #HPEngage14

CelebratingCustomers.JPG#HPEngage14 is winding down and it seems appropriate to feature the reason why we're all here. Our customers.


Last night, we celebrated our customers’ successes by formally passing out a handful of awards.  Congratulations to all the winners...


Read more to see who won at Engage 2014 Visionary Awards Gala.

General session, day 2 at #HPEngage14: What we learned

GenSession2_Realise.jpgCongratulations to Tony Murphy and Realise.  It was really encouraging to hear how effective a dedicated partner can be when the technology they are aligned to is robust and scalable.  It’s easy to “drink the cool-aid” when you work at the company...


Read more to see what else went on during Tuesday's General Session at HP Engage 2014.

Heading into day 2 at #HPEngage14

HeadingIntoDay2.JPGI’m beginning to sound like a broken record.  This event continues to impress.


I personally have already held nine executive meetings with HP Qfiniti customers.  My peers Mike Salfity, Gabriele Di Piazza and Annie Weinberger, have all been equally busy...


Read more to see how HP Engage 2014 has been going.

General session, day 1 at #HPEngage14: What we learned

Promise3_WFO_AT.jpgThis morning we saw our first content presented here at Engage.  Thought I’d share with you a few of the insights I gleaned.  First, and not necessarily most important, I presented on Voice of the Customer analytics titled: “I know where the treasure’s buried." In today’s era of Big Data, analytics capabilities are paramount.  


Read more to see what's been presented at Engage so far.

Ready, Set, Engage at #HPEngage14

20140731_HP_Engage_525x525_ready.jpgOur customers are AWESOME!  They’re here at Engage in full-force, engaged and ready to go.  Can’t say enough about the energy level here!


We had a great welcome reception Sunday night.  I had many fantastic discussions with customers from across our business unit including customers of HP ExstreamHP TeamSite and HP Optimost.  Of course, the customers closest to my heart – HP Qfiniti customers – were especially lively. 



Energy level is high at #HPEngage14

engage_banner_655x260.jpgWelcome to the beautiful and luxurious JW Marriott in Phoenix and to #HPEngage14.   It’s Sunday and the conference officially kicks off at 6pm PT with a welcome reception.    


My first impression is that I’m really impressed by two things...



HP Explore Voice of the Customer Analytics, explained simply [VIDEO]

In a previous blog, I shared with you a new animated video for HP Qfiniti.  Well, we also created one explaining HP Explore.  Both are short, to the point and very easy to follow!  I hope you find them useful.


Watch our video to see how HP Explore makes Voice of the Customer analytics easy.


Promise #3: Focus on Workforce Optimization (WFO)


Hello from HP! We’re only a couple days away from our first HP Engage customer conference.  If you’re planning to attend, I look forward to meeting you in person. 


Hopefully you’ve seen promise #1 and promise #2 of this series where I lay out the organizational imperatives for the HP Qfiniti and HP Explore business group.  These areas of focus are intended to give HP employees specific promises to rally behind. 


Keep reading to learn more about HP Qfiniti leadership team's third guiding imperative: a focus on workforce optimization (WFO).

HP Qfiniti Workforce Optimization, explained simply [VIDEO]

We just completed a new animated video explaining HP Qfiniti in a very simple way.  We think this approach is compelling and hope it helps you understand what HP Qfiniti offers. 


Watch our video to see how Workforce Optimization for the contactcenter has never been easier.

HP Qfiniti YouTube Ad: Yes, HP Does Software Too!

Qfiniti_Ad.pngWe’re spending more energy these days raising awareness that Yes, HP does software too.  Here’s our 15 second YouTube ad that you might see before your cute cat or basketball trick shot videos.

Promise #2: Focus on Performance

Performance_2.JPGWe’re just a week and a half away from our very first HP Engage customer conference.  If you’re interested in a last minute registration – don’t forget you’ll get a free HP Slate 7! I’d love to meet up with you in Phoenix September 21-23.  You can review the agenda and register here.


As you know, my leadership team recently established guiding imperatives (aka our promises to you, our customers.)...


Keep reading to learn about HP Qfiniti's leadership team's second guiding imperative: a focus on performance.



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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.
  • Gabriele Di Piazza is Vice President of Marketing Optimization for HP Autonomy. In this role, Gabriele leads a team responsible for the product marketing strategy and execution for a set of advanced marketing solutions. These include, digital experience management, web optimization, search engine marketing, rich media management, contact center management and marketing analytics.
  • 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.
  • Ilan Gendellman serves as Director of Professional Services and leads the HP Autonomy’s Web Content Management Professional Services team in the Americas. Ilan and his team are working closely with HP customers to implement complex Digital Marketing solutions to drive Customers’ business goals. He is based in Atlanta, GA.
  • 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.
  • 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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