PeopleSoft Inc., Pleasanton, CA, said yesterday that Hewlett-Packard deployed the company's service solution in a large-scale, global implementation.
HP's Consumer Services & Support is using key components of PeopleSoft's service solution, including PeopleSoft Support and PeopleSoft Support Self-Service, as part of its new system to manage consumer customer inquiries.
More than 2,000 HP consumer customer service agents are now using PeopleSoft's CRM application to support a growing multilingual customer base. PeopleSoft's service offering tailors languages, currencies, date and numeric formats to the user's geographic needs. This lets HP consumer customer service agents in regions worldwide access the system quickly and easily.
PeopleSoft's offering also lets HP shorten call times and increase its first-call resolution rate. When global implementation is complete, the application is expected to serve 5,000 call center agents serving more than 70 countries. HP has call centers throughout the United States, Canada, Europe, Asia-Pacific, Africa and South America.