EDS, an HP company, announced the expansion of its Contact Centre Managed Services to include features that integrate people, processes and technology, enabling clients to manage multiple vendors and improve the customer experience.

The Multivendor Management (MVM) capabilities, an expansion of the company’s Customer Relationship Management (CRM) Services, provide a framework for successfully governing multiple service providers in complex contact centre environments. MVM can reduce costs, improve revenue, increase customer satisfaction and ultimately deliver a consistent customer experience.

EDS’ MVM model offers clients first-time problem resolution, a satisfying customer experience and continuous process improvement and innovation. The primary components of EDS’ MVM capability are Client governance, MVM Operations, Service provider management and Technology management.