ABOUT HPA

HPA Consulting Group, Inc. (HPA) is a privately owned consulting firm headquartered in Rochester, NY providing independent and unbiased consulting services in Voice and Data Communications. HPA was founded in 1994 by Bill Hughes and Tom Phelps. Together, the HPA Team has over 300 years of experience in many facets of voice and data communications.  HPA provides independent and unbiased advice and is not associated with any telecom vendor.

HPA helps businesses to determine the best communications solution for their company. This involves voice and data networks, contact centers and broadband applications. In addition, HPA manages telecom services and expenses for businesses to get them the most cost effective telecom solutions possible. 

Since HPA's formation in 1994, over 500 clients have contracted to HPA for services. HPA has planned, designed and implemented a variety of voice and data solutions that have enabled businesses to enhance their operations in a cost-effective manner. HPA also manages entire telecom networks for numerous clients allowing them to concentrate on what they do best.  HPA has audited telecommunications invoices and recommended changes to client’s telecommunications services that have resulted in millions of dollars in savings for HPA’s clients.

Some examples of HPA Projects include:

• Designed and implemented a new hosted telecom infrastructure and data network for a not-for-profit with ten different locations.  The new system is much more reliable and has built in back-up service.

• Designed and implemented a complete new voice and data network for a regional bank and their branches. Results included improved customer service in their call center, improved communication between locations and redundancy at all locations including the branches.

• Designed and implemented a new VoIP telecommunications network including new equipment and services for a Rochester based not-for-profit with over 15 locations.

• Manage the communications network for a regional hospital in central New York. HPA has lowered the costs for the hospital and at the same time implemented a more up-to-date network with more functionality and redundancy.

• Manage the cellular service and devices for many companies that depend on this service to run their business.  Results have included lower costs per device and relieving the client of a time consuming task that is not one of their core competencies.

• Conducted a local telephone billing audit for a Fortune 500 company with numerous locations around the County that resulted in savings of $3 million.

• Redesigned a not-for-profit organization’s telecommunications system in five cities by implementing new services and pricing and auditing telephone bills. The savings paid for all new telephone equipment in less than two years.

• Manage the telecom services for a 200+ location real estate company.  Results have included lower costs and more uptime.

• Designed and implemented Call Centers for many customers that resulted in drastic improvements in customer service and cost effective services.

• Planned and designed a new voice and data network for a Law Firm with six locations in New York State.

• Managed the telecom expenses for a multinational customer that resulted in significant savings. In addition, HPA managed all of the customer’s adds, moves and changes to ensure the customer had the most cost effective service plans from the beginning.

• Planned, designed and implemented a new communications network for a college with over 2,000 telephones and computers.

• Designed and implemented an 800 agent, sales and lead generation call center for a Fortune 500 company. Call center was implemented in three geographic sites.

• Implemented text chat, e-mail routing and web collaboration to a Fortune 500’s call center. The implementation resulted in improved response to customer e-mails and new tools to enhance the customer’s web experience which increased sales.

• Conducted numerous telecom expense reduction audits resulting in millions of dollars in credits and future savings.  Examples include, but not limited to, New York City, City of Baltimore, eTrade, Worker’s Compensation Board, Orange County, Niagara County and Town of Lewiston.

• Designed the telecommunications network and services for the three New York State 2-1-1 Call Center Pilot regions; Western New York, Finger Lakes and Taconic Regions. Based on the design, developed and issued an RFP to acquire the needed equipment. Recommended equipment and network services to be implemented and project managed the implementations.

HPA's diverse work and client base has given them an excellent understanding of the voice and data communications market from both the perspective of the service provider and the end user. This diverse knowledge helps HPA in all the projects with which they are involved.