Native Integration with SAP CRM: Product Demo

Learn how the SAP Business Communication Management rapid-deployment solution – native integration with SAP CRM – can help you serve your customers more efficiently and support your customer service representatives by making relevant information available as needed.

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    • SAP Business Communications Management is a comprehensive, stand-alone contact center solution that can be implemented in just five weeks within SAP and non-SAP environments. It also supports a virtual contact center model, allowing you to centrally manage all of your contact centers as one, virtual unit. Companies can also choose to leverage prebuilt computer telephony integration to integrate SAP Business Communication Management with SAP CRM. For example, leveraging the prebuilt computer telephony integration with SAP CRM, your contact center agents can access screen-pops that automatically identify customers and place relevant details at the fingertips of agents so they can help customers faster. Now let’s take a look at how Bob could handle another inbound phone call from Angela but this time, he uses contact center functionality that’s seamlessly integrated with SAP CRM. First, he changes his status from “Not Ready” to “Ready” so that the integrated system knows that he’s available to take calls. Once again, when Angela places an inbound phone call to the main PC4U customer service number, she is presented with an automated IVR announcement. Welcome to PC4U. For English, please press 1. (Beep.) If you are a new customer, please press 1. If you are an existing customer, please press 2. (Beep.) For sales, please press 1. For support, please press 2. (Beep.) To place a new order, please press 1. (Beep.) To answer this call, Bob simply clicks “Accept” and confirms that he is speaking with the right customer. As you can see, he gets a screen pop that lets him see who is calling, what the customer selected in the IVR, how long this customer has been in queue, and other relevant customer information available in SAP CRM, such as the customer’s interaction history. Bob then talks with the caller and creates an interaction record. He determines that this caller needs to be transferred to a warranty specialist. So Bob selects “Transfer” and searches for the right kind of specialist. Here, he can see all warranty specialists around the world and their status – specifically, whether they are logged onto their system and if they are available or busy. Bob selects the best-available specialist, who is part of the company’s virtual contact center but happens to work out of her home office. When Bob transfers the call, the call gets passed to the specialist, along with call details he’s captured thus far. Now he can hang up the phone and prepare to help another customer. Notice that Bob’s status changes from “Connected” to “Wrap Up,” but his overall interaction time is still tracked separately from his “Wrap Up” time for management reporting purposes.
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  • video Native Integration with SAP CRM: Product Demo