One of the most effective ways for a business in any industry to achieve a competitive advantage is by offering its customers superior service. But how can businesses provide today's customers with the speedy, reliable, and consistent customer service – delivered though multiple contact channels – that they demand?

SAP Business Communications Management software can help by enabling you to fully leveraging the expertise of the staff within your organization to fulfill customer expectations.

Deliver a Great Customer Experience Through Multiple Contact Channels

SAP Business Communications Management provides an advanced, all-IP communication solution for multichannel contact centers and contact-intensive, multisite organizations. It replaces traditional communications systems hardware with a software-based IP telephony solution that can help make your staff's interactions with customers and partners more effective.

Intelligent routing ensures that customers reach the right people within your organization – people with the skills to best address the customers' needs. Plus, unified queuing, prioritizing, and routing of all contacts, no matter their format – telephone, e-mail, fax, voicemail, text messaging, and the Web – ensures that your users have a smooth, consistent experience.

With SAP Business Communications Management, you can:

• Manage your organizational resources across functions and locations and better leverage organizational know-how
• Give your customers a smooth, consistent experience across all avenues of contact, including voice, e-mail, chat, text messaging, and fax
• Reduce your total cost of ownership

Integrate Communications with Your Business Processes

SAP Business Communications Management allows you to integrate communications technologies and business systems, helping you to create communication-enabled business processes that enhance your marketing, sales, and service activities.

By better leveraging the expertise throughout your organization and monitoring your customer-facing operations in real time, you can significantly improve your internal performance across multiple locations and communications channels.

For additional value, SAP Business Communications Management is preconfigured to integrate with the interaction center functionality of the SAP Customer Relationship Management (SAP CRM) application. For example, a company can use the data in SAP CRM to identify a specific customer and route the customer's incoming contacts to the right employee – all without requiring any up-front complex or time-consuming integration work.