SAP Business Communications Management software (SAP BCM) - New

SAP Business Communications Management

software (SAP BCM)

New Features Overview

SAP BCM Product Management

June 10th 2011

Confidential

SAP BCM Solution Introduction

© 2011 SAP AG. All rights reserved. 3 Confidential

SAP Business Communications Management software Bundled Contact Center Suite

Inbound Contact Center

Outbound Contact Center

Expert and Mobile Users

Automated Services (/IVR)

Contact Center capabilities in SAP BCM

Business Process capabilities in SAP

Deep SAP Business Context Integration thru Open Interfaces

SAP BCM is a contact center solution that helps organizations to rapidly reach

performance, quality and cost targets, especially in distributed operations.


SAP Business Communications Management software Key Solution Capabilities

Inbound

Contact Center

Expert and Mobile

Users

Automated Services

(IVR)

Outbound Contact

Center

Voicemail and Messaging Services

Consolidated Administration, Management, and Control

Softphone, IP Deskphone and Mobile Clients

Presence and Directory Services

Call Recording and Contact History Services

Corporate communication services

Deep SAP Business Context Integration thru Open Interfaces

Unified Multi-Channel Contact Routing

Voice over IP Telephony Services

Online Monitoring, Reporting and Analysis Tools

Corporate communication services

So

luti

on

cap

ab

ilit

ies


Consuming SAP BCM 7

Contact Center Agents

integrated with SAP CRM

Contact Center Agents

SAP BCM stand-alone

Expert and Mobile Users

Contact Center Manager /Supervisor /Analyst Users

Automated

Voice Self-Services

Business and Technical Administrator Users


Become Best Run Contact Center with SAP BCM 7

Understand Your Customer Interface Take Decisions to Action Achieve Remarkable Results

Understand Your customers’

requirements and behaviors

Get real-time feedback on Your

strengths and weaknesses

Plan long-term goals based on facts

Deploy contact center services across

Your organization

Adapt Your customer experience in

real-time

Stay ahead of Your competitors

Use contact center as a strategic asset

for creating customer value

Maximize contact center performance

Avoid unnecessary investments

Best Run Contact Center

Customer facing employees

(front line and experts)

Operations management

Systems management


SAP BCM 7 for Best Run Contact Centers

Easy to consume and tailor to

your needs

Efficient to operate and

adapt in real-time

Best practice deployment with

SAP ecosystem

Ensure greater consistency and quality

across multiple contact channels

Accelerate adoption of customer

service tools among experts by

bringing the functions to their existing

mobile phones and desk phones.

Equip customer facing persons with

data and tools that enable them to

perform in customer interactions

Enable operations management to

adjust the customer experience to meet

the customer demand

Combine multiple sites into one

manageable contact center entity

Monetize your investments thru native

integration with SAP CRM, ERP and BI

Create end-to-end customer service

processes


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications


Powerful

Agent UI enables consistent handling of all contact channels,

resulting higher agent productivity and quality

Powerful operations management tools for team leaders and

supervisors with state-of-the-art reporting

New administration tools to adjust customer experience and

contact center operations in real time

Reliable

Improved high availability for continuous 24/7 operations

Increased load capacity and scalability

Highly granular access control and security model supporting

demanding data privacy policies

Versatile

Bundled suite for Inbound and Outbound contact centers

On-premise and On-Demand deployments for single and

multi-site customers

Stand-alone and integrated with SAP and non-SAP business

applications

Understand

Your

Customer

Interface Take

Decisions

to Action

Achieve

Remarkable

Results

Engaging

user

experience

Easy-to-use

customer

interface

management

On-demand

and

On-premise

deployment

models

SAP BCM 7

New Features Overview


SAP BCM 7 Powerful user interfaces increasing SAP BCM users productivity

SAP BCM 6.0 SAP BCM 7

2 UIs for BCM infrastructure management Infrastructure Administrator

6 UIs for system and user configuration mgmt System Configurator

+ Easy and efficient to use

+ Audit log

+ Improved de-centralization

+ Improved High Availability


+ Audit log

+ New model for managing users

+ Flexible user rights and roles

Ea

sy t

o D

ep

loy &

Ma

inta

in

CDT

+ Inbound and outbound in one UI

+ New out-of-the-box reports

+ New reporting data

+ MS Reporting Services reports

+ Business Objects reports

3 UIs for contact center agents

2 UIs for Online Monitoring Online Monitoring

2 UIs for Reporting Reporting

+ Improved usability


+ Improved personalization

+ New monitoring data


+ Improved directory

+ Renewed presence functionality

+ Unified scripting

+ Contact history

+ New softphone for expert users

SAP

Convergence

Ea

sy t

o C

on

su

me


SAP BCM 7 Administration and management tools


Virtual Unit

Administrator

Infrastructure

Administrator

Single user interface for managing

SAP BCM infrastructure


+ Audit log




SAP BCM 7 Infrastructure Administrator New installation and maintenance user interface

Single user interface to install, upgrade, monitor and maintain BCM platform

Infrastructure

Administrator

key functionality:

Create and manage

virtual customer

environments

Install and upgrade

BCM software

Monitor and maintain

BCM software


SAP BCM 7 Administration and management tools


System

Administrator User

Administrator

CPM

Administrator

Reporting

Administrator

IVR

Administrator

Active Directory

Synchronizer


SAP BCM users and functionality


+ Audit log

+ New role based administration


Virtual Unit

Administrator

Infrastructure

Administrator


SAP BCM infrastructure


+ Audit log




SAP BCM 7 System Configurator New user and functionality administration UI

Single user interface to manage BCM users and functionality

System Configurator

key functionality:

System Services

System Management

Call Switching

Reporting

Scripting Management

Directory Management

Presence Management

Queue Management

IVR Management

Outbound Management

User and Role

Management

System Tools


SAP BCM 7 System Configurator New user and functionality administration UI

Update Wizard provides quick and easy way to manage multiple users settings at once

Update Wizard key

functionality

Search users whose

settings shall be

changed

Define settings change

Confirm change

Review result report


SAP BCM 7 Role, Group and Template based Administration

Admin Users BCM administration

users (may also have

BCM user rights)

Admin Roles Default System

Configurator

administration roles

User Roles Default user roles

providing generic BCM

user rights to e.g.

directory and presence

profiles

BCM Users BCM contact center

and telephony users

User Groups User group /team

specific rights such as

serve in queues,

monitoring rights, etc.

Office

User

CC

Agent

CC

Supervisor

Expert

User

. . .

Sales and

Marketing Deliveries Finance

B-to-C

CC

B-to-B

CC

CC

Managers

System

Administrator

User

Administrator

Queue

Administrator

IVR

Administrator

Outbound

Administrator

Reporting

Administrator

One or many administration users who are linked

to appropriate administration role or multiple roles



Directory Templates Default directory views

User Settings

Template Default CDT, CMC and

Convergence users

settings

BCM Users BCM contact center and

telephony users


Directory Groups Default directory group

contains all created

BCM users and queues

Office User

role

CC Agent

role

CC Supervisor

role

Expert User

role

. . .

BCM User Directory

Office User

template CC Agent

template

CC Supervisor

template Expert User

template

Basic

View

Advanced

View

Switchboard

View



BCM Users BCM contact center and

telephony users


Presence Profiles Default presence

profiles

Office

User

CC

Agent

CC

Supervisor

Expert

User

. . .

Default

(Available)

Do Not

Disturb Meeting

Business

trip

Leave of

Absence Vacation



SAP BCM 7 BCM users softphone development

CDT

(calls) Task Manager

(email etc.)

Outbound Agent

(outbound

campaigns)

CDT provides single user interface to

handle customer contacts


+ Inbound calls, email and chat

+ Outbound campaign calls


+ Renewed presence indicators

+ Unified scripting

+ Contact history

New soft phone for office experts

+ Designed for office experts

participating /supporting

customer service operations

CDT

SAP

Convergence


SAP BCM 7 Communication Desktop (CDT) Renewed CDT softphone for contact center agents

Communication Desktop (CDT) softphone provides comprehensive call handling tools

including real time view to contact center queues

Key call handling

capabilities

• Answer calls

• Transfer calls (blind and

consultative transfer)

• Call conference

• Hold and retrieve calls

• Mute calls

• Ring-back

• Adjust volume

• Quick dial list /keys

• Last dialed numbers list

• Keyboard call controls

• DTMF keypad

With SAP CRM integration

agents handle all contact

types – calls, email and

chat – via SAP CRM

Interaction Center UI


SAP BCM 7 Communication Desktop (CDT) Directory and Presence enhancements

CDT directory views can be adjusted according to business needs.

Presence indicators provides other user and queue status information on one eyesight.

CDT Directory views and

fields can be edited.

Administrators can easily

create different directory

views for different user

groups /organizations.

BCM presence indicator is

an combination of BCM

user phone status and

readiness to communicate.

This combined presence

indicator provides search

users status on one

eyesight.


SAP BCM 7 Communication Desktop (CDT) Scripting (e.g. classification forms and questionnaires)

Understand why your

customers are contacting you

Ask the right questions and

provide the right answers

Create and manage scripts

on-the-fly

Systematically collect information

what are the most frequent

questions

Conduct transactional customer

satisfaction surveys

Access script results thru SAP BCM

reporting

Inbound and outbound

questionnaires

Enrich agent productivity by

providing service specific information

and hyperlinks

Easy-to-use tools to manage scripts

Link scripts to any inbound and

outbound services

Script changes takes effect tin real-

time


SAP BCM 7 Communication Desktop (CDT) Email handling tools

Customer emails are routed to agents similarly as voice calls from contact center queues.

CDT provides comprehensive tools to handle customer emails efficiently.

Agents can easily compile

email responses to

customers using queue

specific answer templates.

Email response can be

compiled from one or many

answer templates.

Also faxes and sms

messages are handled as

emails in BCM system .

Call or chat contact can be

routed to agent while

agents is working with

customer email. This can

be enabled or disabled per

email queue.


SAP BCM 7 Communication Desktop (CDT) Improved Chat handling tools

Also customer web chat contacts are routed to agents similarly as calls and emails.

Agent handle chat interactions via CDT Chat tab.

Agent can see customer

chat form information on

the screen.

Agents replies to customer

by typing the answer or

selecting appropriate

answer from answer

templates.

Scripts can be associated

also to chat and email

queues supporting agent to

handle customer interaction

or e.g. classifying customer

contact for reporting

purposes.


SAP BCM 7 Communication Desktop (CDT) Outbound Campaign Calls management

If agent is associated with Outbound Campaigns, he /she manages campaign calls via

CDT Outbound Campaigns view /tab.

CDT provides efficient tools

to handle outbound

campaign calls in BCM

stand-alone mode.

CDT enables automatic

blending between outbound

calls and inbound contacts.

With SAP CRM integration

outbound calls can be

handled also via CRM

Interaction Center user

interface.


SAP BCM 7 Communication Desktop (CDT) Contact History covers all contact types including search functionality

Agents can see their personal contact history including contacts from all channels. Agents

can also perform searches to queue contacts history according to given access rights.

Contact history helps

agents to quickly browse

e.g. customer previous

contacts enabling better

and faster service for the

customer.


SAP BCM 7 Communication Desktop (CDT) Automatic configuration changes

CDT prompts user automatically in case administrator has changed UI settings, e.g. added

new queues for the user. CDT reload takes changes in effect.

If System Configurator user

(e.g. CC Supervisor or

Manager) makes changes

to CDT Agents user

interface, particular agents

receive automatic

notification and can take

changes in effect by

reloading CDT UI.

This enables e.g. CDT

agents queue allocation

changes on-the-fly.


SAP BCM 7 Communication Desktop (CDT) Improved Supervisor functionality

CDT Supervisor tool

key functionality:

• Manage agent presence

and service statuses

• See and manage agent

queue login statuses

• See ongoing call details

• Listen ongoing call

• Coach agent

• Barge in

• Intercept

• Hang up

• Record call

• Activate ring-back for

monitored agent

• See number of pending

emails and retrieve them

CDT Supervisor tool allows to monitor, coach and support contact center agents using CDT

or SAP Convergence softphone


SAP Convergence softphone Designed for Office Experts linked with Contact Center operations

SAP Convergence key functionality

Telephony features

• Incoming and outgoing calls

• Queue calls

• Consultation call

• Call transfer (direct and thru consultation call)

• Call conference

• Call hold / retrieve

• Call recording

• Quick dials

• One-command dial-in to any conference bridge

• DTMF tones

• Call history

• Mute

• Flexible audio device mgmt

• Capability of using desk phone / mobile phone as voice terminal

MS Outlook Office integration

• Outlook email inbox and sent items filtering based on caller data

• Call directly from Outlook (mail items, calendar items, contacts)

• Call directly from any number

Directory and presence

• In-house directory including real-time presence of SAP BCM users

• Personal presence management

Messaging

• Voicemail

• Launch MS Outlook email from Convergence directory

• Send SMS messages from Convergence directory

SAP CRM and ERP integration

• Click-to-call from any telephone number in SAP CRM and ERP



SAP BCM 7 Online Monitoring and Reporting

Online

Monitoring

(inbound)

Outbound

Monitoring

Online Monitoring provides now both

inbound and outbound

real time statistics






SAP BCM 7 Online Monitoring Inbound Contact Center Operations

Online Monitoring enables now better user interface personalization, enhanced statistics and

renewed alarm monitoring view.

Online Monitoring allows to

create different views to

better monitor current

contact center

performance.

Search options are

extended to find out

relevant statuses quickly.

New statistics are included

in monitoring views

including ability to sort data

based on any column.

Alarm view is renewed

allowing to set individual

alarms on queue level.


SAP BCM 7 Online Monitoring Outbound Contact Center Operations

Online Monitoring user can monitor Outbound Campaigns and related agents status and

performance in real time

Online Monitoring user can

search for one or multiple

campaigns and monitor

campaigns status in real

time.

Agent statistics are shown

once Online Monitoring

user clicks some Campaign

for further analysis.

Volume selection shows

campaigns and agents

related handled, order,

refusal, redial, etc. counts.

Durations selection shows

outbound calls related call

durations.



© SAP 2010 /

SAP BCM 7 Online Monitoring and Reporting

Inbound

Reporting Outbound

Reporting

BCM Reporting provides now both

inbound and outbound related

statistics and reports


+ Renewed agent reports




+ Business Objects Web Intelligence

reports

Online

Monitoring

(inbound)

Outbound

Monitoring

Online Monitoring provides now both

inbound and outbound

real time statistics






SAP BCM 7 Reporting Out-of-the-box reports drilling to essentials

Report dimension Available out-of-the-box reports

Service level and

Volume Reports

Service level

Service level (cumulative)

Annual

Monthly

Weekly

Daily

Hourly

Quarter-hourly

Call statistics

Contact log

Agent Reports Contact handling times (annual, monthly, weekly and daily)

Contact handling times per queue (annual, monthly, weekly and daily)

Contact handling volumes (annual, monthly, weekly and daily)

Work done (monthly, weekly, daily and quarter-hourly)

Queue and Skill

Reports

Queue serving

(daily, hourly and quarter-hourly)

Queue skill

(daily, hourly and quarter-hourly)

Outbound Campaign

Reports

Campaign calls (annual, monthly, daily)

Campaign results (annual, monthly, daily)

Classifier results (annual, monthly, daily)

Agent calls (annual, monthly, daily)

Agent results (annual, monthly, daily)

Script results (annual, monthly, daily)

SAP BCM out-of-the-box reports are provided

with both Microsoft Reporting Services and

Business Objects Web Intelligence reporting

tools. Customers may choose their preferred

option or use other 3rd party tool for reporting. Data

Warehouse

2

1

n

Data

Universe

Microsoft Reporting Services

based reports

Business Objects Web Intelligence

based reports

OLAP

cubes


SAP BCM 7 Reporting Microsoft Reporting Serving based reports

Location independent browser

based reporting user interface

List of available reports for user

(according to set authorizations)

Microsoft Reporting Services enables reporting users to view available reports, export reports

to various data formats and subscribe report

Report search options enables user

to select appropriate report

schedule and content

With export functionality user can

export report to various file formats

Most reports are provided both in

numeric and graphical format


SAP BCM 7 Reporting SAP Business Objects Web Intelligence based reports

SAP Business Objects Web Intelligence enables reporting users to view available reports,

export reports to various data formats and subscribe reports

Track changes -functionality

helps visualizing the

changes when adjusting the

report parameters.

Green indicates which

values are higher and red

which are lower after the

change.


SAP BCM 7 Summary of SAP BCM user interfaces renewal


2 UIs for BCM infrastructure management Infrastructure Administrator

6 UIs for system and user configuration mgmt System Configurator


+ Audit log




+ Audit log

+ New model for managing users


Ea

sy t

o D

ep

loy &

Ma

inta

in

CDT





+ Business Objects reports

3 UIs for contact center agents

2 UIs for Online Monitoring Online Monitoring

2 UIs for Reporting Reporting







+ Renewed presence functionality

+ Unified scripting

+ Contact history

+ New softphone for expert users

SAP

Convergence

Ea

sy t

o C

on

su

me


SAP BCM 7 Call Recording improvements

Recording mode Description

Client side

call recording

Designed only for BCM users personal use

Recorded calls are not visible in CDT, BCM Monitoring and log files

Server side

call recording

Designed for quality monitoring and training use

Recorded calls are visible in CDT, BCM Monitoring and log files

Call recording listening rights are managed via System Configurator tool

E.g. User “Lisa” may listen calls that are routed to agents via HelpDesk queue

Call recording options

System wide call recording (record all users calls)

Voice queue specific call recording

Outbound Campaign specific call recording

Script activated call recording

Agent specific call recording (forced or agent controlled)

Quality Monitoring

Interface

BCM server side interface to integrate 3rd party call recording system with BCM

Used e.g. by Verint and Nice

Interface provides both call data details and RTP streams


SAP BCM 7 Summary of software architecture changes

New functionality Description Customer benefit

Load balancing

cluster mode

Ability to multiply CEM and CD software processes

and use load balancing between multiplied processes

Improves BCM redundancy

Improves BCM load capacity

and scalability

Multidatabase

support

Ability to deploy multiple separate databases for e.g.

BCM configuration, directory, outbound and reporting

data.

Improves BCM load capacity

and scalability

Lossless swithover

to backup system

/processes

BCM High Availability Controller is able to keep alive

active calls during planned switchover to backup

system /processes.

Easier maintenance


High Availability

Controller service

status protocol

BCM High Availability Controller recognizes better

BCM software processes statuses and can activate

backup processes earlier in case of primary process

runs abnormally


Polling database

alarms

BCM polls database server alamrs and pass BCM

related alarms to BCM Alarm Server that can further

send it e.g. as SNMP trap message to Network

Management system


New authorization

model

Administrators can define authorizations in detailed

level and use role based authorization for efficient

administration and maintenance

Improved security

Secure server

connections

All BCM software processess running accross

multiple servers and clients can be secured

Improved security


SAP BCM 7 Summary of infrastructure support extensions

New functionality Description

Supported server operating

systems

Windows 2008 Server (x86 based 32- and 64-bit versions)

Windows 2003 Server (x86 based 32-bit versions)

Supported databases MS SQL Server 2008 (x86 based 32- and 64-bit versions)

MS SQL Server 2005 (x86 based 32- and 64-bit versions)

Clients /workstations Windows XP, Vista and 7 operating systems

Internet Explorer 7, 8 and 9 (note! IE6 support will be discontinued)


SAP BCM 7 Global Reach for End Users

CDT and SAP Convergence softphone user

interfaces and related documentation are

available in 19 different languages: English, German, French, Japanese, Chinese, Spanish,

Portuguese, Italian, Dutch, Russian, Turkish, Polish,

Czech, Hungarian, Slovak, Swedish, Danish, Norwegian

and Finnish

Voicemail and other default voice prompts are

also available in above mentioned languages.

Online Monitoring and Reporting user interfaces

and related documentation languages are: English, German, French, Japanese, Spanish,

Portuguese and Italian

System Configurator user interface and

documentation languages: English, German, French and Japan

Infrastructure Administration UI and

documentation in English


SAP BCM 7 Integration enhancements SAP CRM 7.0 EhP1

SAP CRM Outbound Campaign integration with SAP BCM Outbound Dialer Outbound Telesales Campaign runs on CRM side

and calls are placed out via BCM Outbound dialer;

preview, progressive and predictive dialing modes

Provides most effective and flexible way to run

Outbound Telesales Campaigns

CRM Outbound

Campaign

BCM Outbound

Dialer

CRM Interaction Center

Agent

Manage BCM Presence Profiles via SAP CRM Interaction Center user interface Helps CRM Interaction Center agents quickly manage

their presence status via single user interface

SAP CRM multiple sessions supported

with SAP BCM Possibility to take an incoming call or chat when

working with email or action item


SAP BCM 7 Integration enhancements SAP CRM 7.0 EhP1

Skills based routing enhancements for ERMS email, Web chat and Action Items Capability to enhance the queue based routing with

skills in email, chat and action item channels

Enables targeted routing e.g. to account

responsible persons, and priority routing to users

with specific technical knowledge

CRM Interaction Center

Action item Dispatch

BCM Routing CRM Interaction Center

Push inbound event

Improves the throughput time and responsiveness

to tickets and action items

Routing, queuing and handling times can be

monitored in real-time against SLA targets


SAP BCM 7 Action Item Routing Example

SAP BCM 7

New Features Summary



Easy to consume and tailor to

your needs

Efficient to operate and

adapt in real-time

Best practice deployment with

SAP ecosystem

Ensure greater consistency and quality

across multiple contact channels

Accelerate adoption of customer

service tools among experts by

bringing the functions to their existing

mobile phones and desk phones.

Equip customer facing persons with

data and tools that enable them to

perform in customer interactions

Enable operations management to

adjust the customer experience to meet

the customer demand

Combine multiple sites into one

manageable contact center entity

Monetize your investments thru native

integration with SAP CRM, ERP and BI

Create end-to-end customer service

processes


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications


Powerful

Agent UI enables consistent handling of all contact channels,

resulting higher agent productivity and quality

Powerful operations management tools for team leaders and

supervisors with state-of-the-art reporting

New administration tools to adjust customer experience and

contact center operations in real time

Reliable

Improved high availability for continuous 24/7 operations

Increased load capacity and scalability

Highly granular access control and security model supporting

demanding data privacy policies

Versatile

Bundled suite for Inbound and Outbound contact centers

On-premise and On-Demand deployments for single and

multi-site customers

Stand-alone and integrated with SAP and non-SAP business

applications

Understand

Your

Customer

Interface Take

Decisions

to Action

Achieve

Remarkable

Results

Engaging

user

experience

Easy-to-use

customer

interface

management

On-demand

and

On-premise

deployment

models

Thank You!

SAP BCM Product Management

www.sap.com/bcm

http://www.sap.com/bcm


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