To improve its call center infrastructure and provide better and faster service to its customers, Time Warner Cable replaced the 11-year-old infrastructure hosting its call center system. The old infrastructure was based on Sun SPARC* servers and thin clients running the Oracle Solaris* operating system. The new infrastructure was based on HP ProLiant* DL-series servers and HP ProLiant* BL460c Server Blades with Intel® Xeon® processors 5500 and 5600 series.
The results were dramatic. The new infrastructure lowers total operational costs by 31 percent, improves customer service representative productivity by five points, and speeds call fulfillment—building customer retention and satisfaction. It also saves 20 percent in energy costs over the old hardware and even reduces personnel costs by mitigating the need for high-paid UNIX* expertise.
“HP thin clients and ProLiant servers enable us to bring our requirement to the business: great technology that is easy to use and manage,” explained Cesar Beltran, vice president of information technology, East Region, at Time Warner Cable “It’s a great investment. And what I like most is the technology is transparent to our business—doing what it’s supposed to do.”
*Other names and brands may be claimed as the property of others.