SAP Contact Center Integrated with SAP CRM On-Premise …...SAP Contact Center for Best Run Customer...

SAP Contact Center Integrated with SAP CRM

On-Premise and Cloud for Customer SAP Contact Center software version 7

SAP Contact Center Product Management

2014 Public

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Agenda

1. SAP Contact Center Overview

2. SAP Contact Center integrated

with SAP CRM Overview

3. SAP Contact Center and SAP CRM

in action

Channels

Contact handling functions

Outbound campaigns

Reporting

4. SAP Contact Center integration with

SAP Cloud for Sales & Service

5. Value of integration


SAP Contact Center software Bundled Contact Center Suite

Inbound Contact Center

Outbound Contact Center

Expert and Mobile Users

Automated Services (/IVR)

SAP Contact Center capabilities

Business Process capabilities in SAP

Deep SAP Business Context Integration thru Open Interfaces

SAP Contact Center solution helps organizations to rapidly reach performance,

quality and cost targets, especially in distributed customer service operations.

SAP Contact Center links communications with the appropriate business context by networking with

other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve

customer service, streamline business processes, decrease human latency and increase agility.


SAP Contact Center 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

Customer Service Operations

So

luti

on

ca

pab

ilit

ies


Consuming SAP Contact Center

Contact Center Agents

integrated with SAP CRM

Stand-alone

SAP Contact Center Agents

Expert and Mobile Users

Contact Center Manager /Supervisor /Analyst Users

Automated

Voice Self-Services

Business and Technical Administrator Users


SAP Contact Center for Best Run Customer Service

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

SAP Contact Center for Best Run Customer Service

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 Cloud 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

Cloud and

On-premise

deployment

models


SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes

Human latency in

communications between

colleagues, partners and

customers on process

related actions can cause

significant delays and

decreased quality in

business processes.

“ The best practice /Your design of the process

Linking communication

tools and events with

business processes

increases performance

and quality.

“ The result once communication is linked with processes


“


What if….

… it only took a mouse click to communicate with your customers

and colleagues?

… while reviewing a lead, your account managers could see whether the

colleague who qualified the lead is currently available for a phone call?

… all your customer facing personnel had access to communication

features previously available only to your call center agents?

… you could ensure real time execution on steps in a business process in

the same way you manage incoming phone calls?

... you could see in real-time how your process execution maps with your

communication events.


SAP Contact Center integrates with SAP Business

Applications

SAP Contact Center

integrated with SAP CRM

SAP Contact Center

integrated with SAP ERP

SAP Contact Center integrated with

SAP Cloud for Customer

Advantages of end-to-end SAP approach

Single vendor responsibility

Pre-built out-of-the-box interfaces eliminates the need for 3rd party middleware and CTI connector licenses

Straight-forward upgrades of individual modules

Better utilization of know-how and skills related to business applications


Agenda


2. SAP Contact Center integrated

with SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting





SAP Contact Center enabled functionality in SAP CRM

Inbound multi-channel support Internet services and telemarketing Extending the contact center

Inbound contact routing

Calls, e-mails, fax, letters, SMS

messages, chat

Interactive voice response integrated to

call flows

Reporting data integration

Outbound telemarketing campaigns

Preview, progressive,

predictive

Web channel support

(chat, call me back)

CTI for all CRM business roles

Instant messaging

Action item routing

Presence

Context transfer


SAP Contact Center Positioning

Customer

SAP Business Suite

SAP CRM

SAP Contact Center SAP CRM

all business

roles

SAP BW /Analytics

Marketing

Sales

Service

Accounting

Logistics

…

Reporting Integration

Inbound

contact centers

Personal

telephony

Mobile

contact centers

and telephony

Outbound

contact centers

Unified Contact Routing

IVR and Voicemail Services

Online Monitoring, Reporting and Analysis

Centralized Management and Administration

Directory and Presence Services

Voice Logging

Corporate communication services

Solu

tio

n c

apab

ilitie

s

Contact Channels

Contact Routing

Interaction and

Communications

SAP CRM + SAP Contact Center = Best Run Customer Service


SAP CRM and SAP Contact Center Server Side Integration

Agent Desktop

SAP CRM

Inte

gra

ted

Com

munic

ation

Inte

rface (

ICI)

CRM- Application

SAP Contact

Center

Web

Services

C

E

M

Onlin

e Inte

gra

tion

Inte

rface (

OII

)

SA

Pconnect

ERMS

Business Comm. Broker

3rd party PBX

user phone

Phone

call

Chat web

server Chat

VoIP gateway

3rd party PBX

(optional)

Cu

sto

mer

E-mail Server E-mail


SAP CRM in virtual desktop (e.g. Citrix) using

SAP Contact Center in Multi-Terminal Desktop

(MTD) mode

SAP CRM with SAP Contact Center Softphone

with PC headset or handset

SAP Contact Center 7 enables flexible communications

for SAP CRM users


Improve Customer Interaction handling by an

Integrated Agent User Interface

SAP Contact

Center softphone

functionality

integrated with

Interaction Center

toolbar

SAP Contact

Center routes

both voice calls

and push emails

to Interaction

Center agents

Accelerate, simplify and improve

quality of business interactions through

SAP Contact Center softphone integrated with

SAP CRM Interaction Center


Telephony

Integration

Multichannel Integration in IC WebClient

E-mail

Integration

Chat

Integration


Interaction Center Capabilities of SAP CRM

Marketing

Sales

Customer Service

Shared Services

Interaction Center

Management

Interaction Center Analytics

Customer

Shared

Services

Customer

Service

Sales Marketing


Marketing – Execute Campaigns, Generate and Manage

Leads, Make Offers

Reduce marketing costs by tightly coupling

marketing efforts and with seamlessly

coordinated call lists, agent scripts, and

promotions – all through multiple channels

Campaign execution to execute campaigns on multiple

channels, including outbound dialing, e-mail, and more

Lead management to increase lead conversion rates by

intelligently assigning leads to the best sales agent and

accurately qualifying leads through surveys and other

functions

Personalization to enable presenting the right product

and offer to the right person, for increased cross-sell

and up-sell opportunities

Customer

Benefits

Reduce marketing costs

Improve marketing effectiveness

Streamline marketing execution

Increase visibility and ability to

track marketing activities

Marketing

Shared

Services

Customer

Service

Sales


Sales – Manage Accounts, Contacts, Activities,

Opportunities, Quotes and Orders

Increase sales volumes by enabling agents to

drive more qualified leads into the pipeline,

target existing customers with cross-sell and

up-sell opportunities, and process orders

Account and contact management to capture and

monitor all critical information about the customer for a

complete view

Activity management to efficiently trigger and track

follow-on tasks and business activities and to allocate

resources to them

Opportunity management to provide complete visibility

into an opportunity’s history, milestones, progress, and

decision makers

Quotation and order management for sales order

management capabilities to configure products,

determine pricing, create proposals, and track orders

Customer

Sales

Shared

Services

Customer

Service

Marketing

Benefits

Increase sales volume

Target customers with more

effective offers

Improve order accuracy

Increase customer satisfaction

Track and manage sales more

effectively


Customer Service – Resolve Customer Issues;

Provide Status of Pending Requests

Resolve issues quickly through a single

desktop capability to research technical

questions, handle complaints, confirm

entitlements, and schedule field service

appointments

Customer service and support to resolve customer

service issues without multiple transfers

Complaint management to address customer

complaints through financial credits, returns processing,

and managing business rules for issue escalation

Help desk to provide an initial response or assessment

of customer issues leveraging a knowledge base, or to

check status on pending requests

Customer

Customer

Service

Shared

Services

Sales Marketing

Benefits

Increase first contact resolution

rates

Reduce customer service costs

Improve customer satisfaction

Improve agent productivity

Reduce error rates


Shared Services – Manage Internal Helpdesks for HR,

Accounting, or IT Service Issues

Deploy an employee interaction center,

accounting interaction center, or IT service

desk

Employee interaction center ensures delivery of

accurate, consistent information to employees in a

service-oriented, cost-effective manner. Scripts and

alerts guide HR specialists through the most common

transactions, such as changing benefits or updating

employee information.

Accounting interaction center enables companies to

automate the operations of their accounts payable help

line, enabling agents to respond to common inquiries

and check the status of payments

IT service desk enables agents to categorize and

dispatch service requests based on customer inquiries

and related business rules. Handle IT-related incidents

in a standard IT infrastructure library (ITIL) environment.

Customer

Shared

Services

Customer

Service

Sales Marketing

Benefits

Reduce IT costs by leveraging a

consistent help desk system

across multiple areas

Increase employee and vendor

satisfaction through more

consistent and effective customer

service


Customer

Customer

Service

Sales Marketing

Shared

Services

Interaction Center Management – Multi-channel

communications, E-mail Response, and Process Modeling

Control and monitor the interaction center –

including communication channels, e-mail

response management, and process modeling.

Communication channels to provide a wide range of

touch points, including Web, e-mail, telephony, fax, and

postal letters to meet customers‘ increasing interaction

channel demands

E-mail response management to provide automated e-

mail analysis, routing and response based on

configurable rules

Process modeling to provide guidance through

interactive scripts and automated escalation procedures

– based on defined business rules

Benefits

Provide more effective customer

service across multiple channels

of interaction, increasing customer

satisfaction

Increase service consistency

through agent scripting and

guidance


Interaction Center Analytics – Measure Performance and

Take Action with a Range of Analytics

Identify problems and trends; take corrective

action to ensure high customer satisfaction and

profitability

Communications analytics for common interaction

center metrics, such as average handling time and

average speed of answer

Process-based analytics for metrics associated with

business processes, such as items completed by agent

and first call resolution

Blended analytics for metrics that blend multiple

elements, such as average handling time by problem

type

Customer

Shared

Services

Customer

Service

Sales Marketing

Benefits

Increase visibility into contact

center operations

Establish and track metrics that

correspond to both operational

and business goals

Increase contact center

performance by taking action

based on data


Versions

Functionality

BCM 5.5 SR1

and CRM 4.0

SIE

BCM 6.0 and

CRM 4.0 SIE

BCM 6.0 and

CRM 5.1

BCM 6.0 and

CRM 7.0

BCM 6.0 SP10

and CRM 7.0

EhP1

BCM 7 SP0 -

SP5 and CRM

7.0 EhP1 &2

BCM 7 SP6

and CRM 7

EhP1, 2 &3

Inbound call handling X X X X X X X

Email handling X X X X X X X

Click-to-dial X X X X X X X

Context transfer X X X X X X X

Chat handling X X X X X X

ERMS support X X X X X

Communication toolbar

in all CRM business roles X X X X

Contextual presence X X X X

Action item routing X X X X

Simultaneous contacts

(email and call/chat) X X X

CRM internal instant

messaging support X X X

Action item routing using

agent skills X X

SAP CRM outbound with

SAP CCtr OB dialer X X

SAP Contact Center

absence profiles in IC UI X X

Multi-session chat X

Integrated functionality with

SAP Contact Center and SAP CRM versions


Agenda


2. SAP Contact Center integrated with

SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting





SAP Contact

Center

Calls with pre-routing and IVR

SAP CCtr

IVR

Customer

SAP CRM

• Priority

• Target team

• Open orders or

issues

• Account

responsible

person(s)

• Last agent

• Skills needed

Queue selection

Agent selection Call

Call event

Call event

• IVR selections to info field

• Automated opening of

open tickets / orders /

issues

Call pre-routing using SAP Contact Center IVR Transmitting the contact metadata with the call

Silent IVR querying information from SAP CRM / SAP ERP

(Netweaver): Priority, Target team, Open issues. Account

responsible person(s). Skills

IVR with pre-routing options (target queue status) and

conditional announcements

■ Call Attached Data (CAD) transfers the call metadata to

selected agent

■ CRM displays Agent information and IVR collected data on

Agent info-field

■ CRM can be configured to automatically navigate to any open

issues or tickets the identified customer is having

Call


Call handling functions

Customer

Call handling in SAP CRM Accessing 2nd level experts

Customer identification using ANI

Full call control in SAP CRM UI, incl. consultation calls

Call control functions and ANI supported in all SAP CRM

roles

SAP Contact Center Supervisor tools enable silent

monitoring and coaching

■ Call transfers can be done using blind transfer (cold), thru

consultation call (warm) and via 3-way conference call (assisted)

■ Call Attached Data (CAD) further transfers the call metadata to

extended contact center user

■ SAP CRM uses SAP Contact Center capability to transfer the

context (e.g. screen content) with the call

Call

Call

transfer

with

context

Call

Full telephony

controls


Email using ERMS

SAP Contact

Center

Company’s

email server

Customer

SAP CRM

Queue selection

Agent selection

Push item (email)

Email for routing

• Target queue

(team)

• Skills required

• Priority

Email

Email handling with SAP CRM and SAP Contact Center ERMS advantages

SAP CRM retrieves emails from company’s email server.

ERMS can do text analysis, perform automatic answers and

suggest answers for the agent

SAP Contact Center takes care of the email routing. The

routing can be done based on target queue (team), skills and

priority.

SAP Contact Center performs the Agent selection, after which

the email is pushed to the corresponding agent for processing.

■ ERMS increase the email handling efficiency by enabling

agents to process emails is less time by proposing answers

and answer templates based on email content.

■ SAP Contact Center enables push workflow for ERMS

process, thus increasing throughput and optimizing the channel

blending.

ERMS

Action

item

event

Email event


Web chat and Internal IM

SAP Contact

Center

Company’s

web server

Customer

SAP CRM

Queue selection

Agent selection

Chat

Chat

Providing web chat channel for customers SAP Contact Center powers the CRM internal IM/chat

SAP Contact Center enables web chat handling in SAP CRM.

The chat initialization is done on Company’s web server. The

initialization can happen thru a clickable object (e.g. button), or

pro-actively by suggesting chat possibility if there are free

agents available.

SAP Contact Center takes care of the chat flow. The chat

content is pushed to SAP CRM IC for processing.

■ SAP CRM has an internal Instant Messaging / Chat channel,

which is powered by SAP Contact Center.

■ SAP Contact Center delivers real-time presence information to

SAP CRM

■ The SAP Contact Center powered internal chat enables SAP

CRM users to communicate and share CRM content with each

other during customer service.

Chat

Chat

Chat server

Chat portal srvr


Multi-session chat Maximum 6 simultaneous chat sessions (Supported from SAP Contact Center 7 SP6 onwards)

SAP Contact

Center Customer(s)

SAP CRM

Queue selection

Agent selection

Chat(s)

Chat(s)

Improving Agent productivity by multi-session chat In-built multi-modality

Agent can handle up to 6 simultaneous chat sessions in SAP

CRM Interaction Center UI.

Multi-session chat can be activated and adjusted for each

agent and/or agent group separately, based on agents’

personal capabilities.

SAP Contact Center provides monitoring and reporting to

analyze agent productivity and service levels related to multi-

session chat.

■ While chatting, agent can start parallel a phone call with the

customer or colleague.

■ While chatting, agent can parallel compose an email to

customer, as for example agreed in the chat.

■ SAP Contact Center universal queue pushes calls, emails and

chats to the agents, thus optimizing the agent utilization and

service levels.

Chat(s)

Chat server

Chat portal srvr

Company’s

web server


Letters and Fax

SAP Contact

Center

Scanning

process

Customer

SAP CRM

Queue selection

Agent selection

Push item (letter/fax)

Letter / fax for routing

• Target queue

(team)

• Skills required

• Priority

Letter

/ Fax

ERMS

Action

item

event

Email event

Letter and fax handling with SAP CRM and SAP Contact

Center

Unified channel routing advantages thru SAP Contact

Center

Letters and faxes are technically handled as emails

SAP Contact Center takes care of the letter and fax routing.

The routing is done based on target letter and fax queues

(team), skills and priority.

SAP Contact Center performs the Agent selection, after which

the letter/fax is pushed to the corresponding agent for

processing.

■ SAP Contact Center enables push workflow for letters and fax

handling process, thus increasing throughput and optimizing

the channel blending.

■ The quantity and handling times of letters and faxes are

monitored in real time. The reporting provides comprehensive

analytics for process follow-up and development.

Attachment


Business process push / action items

SAP Contact

Center

SAP CRM

Queue selection

Agent selection

Push item

(action item)

Action item for routing

• Target queue

(team)

• Skills required

• Priority

Action

item

event

Action item

event

Use action items routing to accelerate your workflows Outcome of business process push

SAP Contact Center takes care of the action item routing. The

routing can be done based on target queue (team), skills and

priority.

The action items can be sent to SAP Contact Center routing

manually, or they can be triggered automatically, e.g. when

defining a service ticket priority as very high. The rules are

configured in SAP CRM.

Agents receive action items as push items

■ 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


Agenda



SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting






Call controls User’s own status

indicator

Directory and

presence

Without the capability SAP Contact Center integrated with SAP CRM

■ No linkage between the communication and business partner.

This leads to longer call handling times.

■ With non-integrated systems agent needs to navigate between

several user interfaces

■ Customer gets a non-professional image of a company

■ Agent has immediately all business partner relevant data in

sight, thus shortening call handling times

■ Agent can handle all customer information and

communications thru single User Interface

■ SAP CRM users’ personal productivity increases, while

customers’ service is better



Real-time presence and

collaboration tools Business context

Ms. Shirley Bishop


■ Knowing the case responsible persons is difficult

■ When communicating with them, user does not know if they

are available or not

■ This leads to long lead times and ineffective usage of

resources

■ Case responsible persons and their presence conveniently

visible in the CRM UI. Convenient usage encourages people to

collaborate.

■ Communication with colleagues made easy. No unnecessary

time wasted in finding answers and help.

■ Real-time collaboration reduces process cycle times.


SAP Contact Center enabled communication hyperlinks in

SAP CRM

Increasing personal productivity with communication hyperlinks in SAP CRM UI


■ User must look-up phone numbers on the screen and

punch them in to the desk phone or mobile phone.

■ Probability for errors as high as with the yellow pages.

■ For inbound calls either no screen pop-ups, or pop-ups only

thru tedious custom coded desktop integration

■ Users can click to dial within the business context /process

without changing apps

■ For inbound calls, user screen is populated with caller (and

context) details


SAP Contact Center enabled Instant Messenger in SAP

CRM

Increasing personal productivity by communicating with colleagues with a click


■ User must rely on external chat engines to connect with

colleagues.

■ When messaging, CRM specific business context cannot be

transferred

■ Colleague must manually search for the right business context

■ Presence, collaboration and business context seamlessly

integrated - connect people in disparate locations by text, voice

and CRM Context sharing

■ Convenient usage encourages people to collaborate


SAP Contact Center supports Media Blending in SAP CRM

Increasing customer satisfaction by blending interactions over multiple channels


■ Switching the communication channel creates separate

interactions

■ Increased frustration for customers who initially connect via

the Web and who wish to be called back immediately

■ Internal communication requires a manual step to start each

communication channel

■ Ease and flexibility in switching communication channels (e.g.,

from a customer initiated chat to a call to the customer)

■ Avoid redundant interactions

■ Ease in translating an IM conversations to telephone calls or

emails

■ Context transfer is easy


SAP Contact Center enables Context Transfer in SAP CRM

Case: With call transfer

Transferring

business context

with a call

Accepting the call and receiving

business context with it


■ Difficult to find and initiate the contact with the right person

■ The business context can not be transferred between users

■ The contacted person needs to manually search for the proper

business context


integrated

■ Easy to find the right and available person, initiate contact and

transfer the business context before or during the collaboration

■ Easy and flexible to choose the context

■ Significantly increase personal and team productivity


SAP Contact Center enables Context Transfer in SAP CRM

Case: Manual context transfer thru SAP Contact Center powered IM

Increasing efficiency and convenience with context transfer


■ Difficult to find and initiate the contact with the right person

■ The business context can not be transferred between users

■ The contacted person needs to manually search for the proper

business context


integrated

■ Easy to find the right and available person, initiate contact and

transfer the business context before or during the collaboration

■ Easy and flexible to choose the context

■ Significantly increase personal and team productivity


SAP Contact Center supports Multiple Sessions in SAP

CRM

It is often necessity for agents to handle multiple customer interactions at one time


■ One user is reserved for one interaction at one time – and

there is no way to enable multi-tasking for certain users or

channels.

■ Limits flexibility and responsiveness especially in smaller

teams

■ Users can process multiple customer interactions in parallel

■ Multi-session supported across different communication

channels, e.g. accepting a phone call while processing e-mail


SAP Contact Center Integrated Multi-session Chat with SAP CRM (Supported from SAP Contact Center 7 SP6 onwards)

Integrated Multi-Chat

SAP Contact Center provides multi-session support for chat

channel. A single agent can run up to 6 chat sessions

simultaneously.

Multi-session chat utilizes the multi-session capabilities of

SAP CRM Interaction Center

The integration of SAP Contact Center and SAP CRM is

native. No middleware or CTI licenses needed.

SAP Contact Center provides multi-modality for your customer

service. Agents can handle calls, emails, action items and

chats based on the contact load.

SAP Contact Center helps you to optimize your agent

utilization thru universal queuing and routing logic.


Agenda



SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting





Outbound campaigns integration

• SAP CRM telemarketing campaigns are integrated

with SAP Contact Center outbound dialer

• Campaign planning and scripting, as well as call

lists are defined in SAP CRM

• Call lists and call list updates are automatically

transferred to SAP Contact Center.

• Outbound call handling is done in SAP CRM

Interaction Center UI.

• SAP Contact Center Monitoring and Reporting

provide analytics of dialer and agent efficiency.

• Call campaign result analytics (e.g. Sales) is done

using SAP CRM analytics tools.


Outbound Contact center Telesales campaigns dialing modes

Preview dialing Preview dialing functionality

Outbound campaign telesales call request is routed to agent screen

Outbound agent clicks call button to call customer

Once agent finishes current telesales call, next telesales call request is routed to

agent screen

Progressive dialing Progressive dialing functionality

Outbound campaign telesales call request is routed to agent screen

Outbound call is automatically dialed to customer number

Once agent finishes current telesales call, next telesales call request is routed to

agent screen with automated dial

For more effective outbound telesales operations

Predictive dialing * Predictive dialing functionality

Predictive dialing engine makes outbound telesales calls automatically based on

outbound campaign call /customer list

Dialing algorithm balances automated dialing rate in real time based on

agent availability and multiple call handling related statistics

Campaign manager can adjust dialing algorithm parameters

Answered calls are routed to agent, others are re-scheduled automatically

Most effective outbound telesales call dialing mode

* Predictive dialing requires 3rd party algorithm licenses


SAP Contact Center outbound architecture and process

flow / SAP Contact Center integrated with SAP CRM

Customer organization

Customer segmentation,

Call list generation,

Scripts

Outbound agents

Outbound calling SAP CRM

Interaction Center Agent

Outbound reporting and real-time monitoring

Real-time campaign follow-up

and reporting SAP Contact Center

Outbound reporting

and monitoring

Outbound administrator

Campaign and dialer parameters,;

Agent assignments

SAP

Contact

Center SAP Contact Center

SC UI for Outbound

admin OII

CRM Outbound

Campaign

SAP CRM

SapPhone

Automatic

update

Campaign

results

Dialer

results

CRM Outbound

Campaign


Agenda



SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting





Reporting Data Integration

SAP Contact

Center

SAP CRM

Consolidated contact

handling data:

• 4 x15 minutes data sets

every 1 hour

• Highly granular contact

metrics from all in-and

outbound channels

• Contact data is mapped in

CRM with customer data

Reporting data interface Reporting data integration enables blended analytics

SAP Contact Center sends consolidated contact handling data

to CRM.

All channels covered (calls, emails, chat, action items)

Highly granular data of individual contact events including

transfer events, consultation calls, conference calls and

various call status situations

Contact data is mapped in SAP CRM with business partner

SAP CRM analytics enable blended analytics, e.g.

Contact intensity of customers and products

Net revenue value per contact

Correlation of service level and customer satisfaction


SAP Contact Center Online Monitoring and Reporting Architecture Overview

Contact Event Manager (CEM)

Outbound campaigns

SMS engine

Agent presence

Agent skills Chat channels

Email channels

Voice channels

Queue status

Data Collector (DC)

Online Monitoring Data

Data Universe

SAP Contact Center Data Warehouse Data Staging Area

Data Universe 2 1 n

IP Deskphones External agents IVRs Softphones PSTN gateways

SAP Contact Center Online Monitoring

SAP BusinessObjects Dashboards

SAP BusinessObjects WebIntelligence

SAP BusinessObjects Explorer

Microsoft Reporting Services

SAP NetWeaver BW

Reporting Data Interface (RDI)

SAPphone CCtr interface

SAPphone RFC interface

SAP CRM

SAP NetWeaver Business Warehouse

MS SQL 2008 MS SQL 2008

OLAP

Online Monitoring Analytics and Reporting

SAP Contact Center responsibility


Dashboards in SAP Contact Center and SAP CRM

SAP Contact Center Online Monitoring provides real-

time information of your contact channels and agents

SAP CRM Dashboards provide information of your

process efficiency

Monitor your service levels and contact volumes in real-time

Know how your agents are performing in your inbound

channels and outbound campaigns

Adjust your agent assignments on-the-fly

Use Service Dashboards to monitor how you are progressing

with your service tickets

Sales Dashboards show your real-time performance in meeting

the sales targets


Multi-session Chat – Monitoring agents’ contact sessions (Supported from SAP Contact Center 7 SP6 onwards)

Agents’ active contacts view in SAP Contact Center

Monitoring

Integrated with SAP Contact Center supervisor tools

Floating window that shows the agents’ active contacts helps

team leaders to manage the agent resources

Helps team leaders to see what is happening in the team right

now

Shows all contact types: Calls, Emails and Chats

Agents’ active contacts view refreshes automatically

■ Easy-to-consume information which of the agents are ready

and which are on pause

■ Team leader can start the supervisor functionality directly from

the Agents’ active contacts view by clicking the agent’s name

■ Team leader can see the contact details by clicking the contact

row ID


Multi-session chat – Agent utilization report helps to

analyze how well agents are managing multiple sessions (Supported from SAP Contact Center 7 SP6 onwards)

Agent utilization report

Provides agent performance and utilization figures on monthly,

weekly, daily and quarter-hourly basis

Report covers the performance and utilization of all

communication channels

Special focus on multi-session chat performance, including

agents’ response times within the chat sessions


Agenda



SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting

4. SAP Contact Center integration

with SAP Cloud for Sales & Service



SAP Cloud for

Service

SAP Cloud for

Social Engagement

SAP Cloud for

Sales

SAP Social Media

Analytics by NetBase

PROSPECT CUSTOMER PROMOTER

ENTERPRISE SOCIAL ● ANALYTICS ● MOBILE AND OFFLINE

SAP Cloud for Customer Engage your customers like never before

Rich

Insights

Seamless

Integration

Industry

Content

Beautiful User

Experience

EARN their business

by knowing them

better

GROW with them as

their needs change

TURN prospects into

promoters


Know your customers. Sell like the best. Engage to win.

Consumerized user experience with social collaboration

Deep customer insight

Complete mobile, out-of-the-box at no extra cost

Seamless back-office integration for quotes, orders & more

Industry editions – starting 2H’13

Boost sales effectiveness with a solution you’ll love to use

SAP Cloud for Sales


Intuitive service ticketing solution across any channel

Delight customers with great service experiences.

Native cross-enterprise collaboration

Rich service analytics

Solution finder with knowledge base integration

Seamless ERP & CRM integration for products, order status and more

SAP Cloud for Service


SAP Contact Center integration with SAP Cloud for Sales & Service

SAP Cloud UI screen pop-up based on incoming call (Supported from SAP Contact Center 7 SP6 onwards)

SAP CCtr Customer

SAP Cloud for

Sales and /or

Service

Queue selection

Agent selection

2. Route call to agent

Incoming call integration functionality

Users handle customer calls using SAP Contact Center

softphone: either Communication Desktop (CDT) or SAP

Convergence

With incoming direct and /or queue calls, CDT or

Convergence passes call data via client side integration

module to SAP Cloud for Sales or Service user interface

Passed call data is caller number, caller number, call ID and

call attached data (collected e.g. via SAP Contact Center IVR

service)

■ SAP Cloud for Sales or Service UI is configured to use

appropriate call data (caller number as default) to query

customer information from the server and screen pop-up

customer data on Live Activity dialog

■ From SAP Cloud UI Live Activity dialog user can easily

navigate to customer related data, e.g. Service Tickets

1. Customer call

3. Answer and handle customer call with SAP Contact Center softphone

OR

Communication Desktop (CDT)

SAP Convergence

SAP Cloud for Sales or Service UI

4. Call data is passed to

SAP Cloud UI using

SAP Cloud CTI Adapter

5. SAP Cloud UI screen pop-up based on

call data (e.g. caller or called number

or customer entered ID in IVR service)



SAP Cloud UI screen pop-up based on incoming call (Supported from SAP Contact Center 7 SP6 onwards)

1. New call alarms

on CDT softphone.

SAP Cloud UI

Live Activity screen

pop-up based

caller number has

already occurred

and agent can see

that John Smith

from PC4U is

calling in.

2. Agent has

answered the call

and finds out that

John is calling

because of his

latest Service

Ticket so agent has

opened it via Live

Activity panel list

and updates ticket

according to John’s

needs.



Click-to-call using SAP Cloud UI data (Supported from SAP Contact Center 7 SP6 onwards)

SAP CCtr Customer

SAP Cloud for

Sales and /or

Service

3. Dial out to customer number

occurs automatically

Click-to-call integration functionality

SAP Cloud Sales and /or Service user can dial customer by

clicking phone numbers (presented as links) in SAP Cloud UI

Phone number is passed to SAP Contact Center softphone

(CDT or Convergence) via client side integration module (SAP

Cloud CTI Adapter)

■ SAP Contact Center dials out automatically to phone number

provided by SAP Cloud user interface

■ Agent handles the outgoing call normally via CDT or

Convergence (e.g. transfer call, record call, etc) and uses SAP

Cloud UI to create /update needed customer transactions

4. Customer answers

the call

OR

Communication Desktop (CDT)

SAP Convergence

SAP Cloud for Sales or Service UI

2. Phone number is passed

to SAP Contact Center

softphone using client side

CTI Adapter

1. SAP Cloud UI user works with some

customer data and decides to call the

customer by clicking phone number link

5. User handles customer call with SAP Contact Center softphone



Click-to-call using SAP Cloud UI data (Supported from SAP Contact Center 7 SP6 onwards)

2. Phone number is

passed to CDT and

dial out occurs

automatically.

Agent handles the

call in CDT and

uses SAP Cloud UI

to update /create

call related

customer activity

1. SAP Cloud

Sales or Service

user is looking for

customer data and

decides to call

PC4U /John Smith

by clicking phone

number (presented

as link)



Integration Architecture (Supported from SAP Contact Center 7 SP6 onwards)

SAP Cloud CTI Adapter (provided by SAP Cloud)

Installed on user workstations using this integration

CDT or Convergence passes call data (caller no, called no, call id

and possible call attached data collected e.g. by IVR service) to

SAP Cloud Sales or Service UI

SAP Contact Center ClientCom not needed for incoming call

screen pop-up

■ SAP Contact Center Cloud Connector (provided by SAP

Contact Center)

DLL extension to CTI Adapter (separate installation msi-package)

Needed for click-to-call using SAP Cloud UI data

SAP Contact Center ClientCom interface needed with CDT but not

with Convergence

User Workstation

SAP Cloud CTI Adapter

for inbound screen pop-up

SAP CCCtr

Cloud Connector

for click-to-call

SAP Contact

Center

SAP Cloud for

Sales and /or

Service

Telephony Network

SAP CCtr

ClientCom

interface

CDT

Convergence

SAP Cloud for

Sales or Service


Agenda



SAP CRM Overview


in action

Channels


Outbound campaigns

Reporting





Design Source Make Store Move Sell & Service

Product & Service Leadership

Superior Customer Value

Manufacturing Excellence

Responsive Supply Networks

Market & Consumer Insights

Sourcing & Procurement

Excellence

Market

Superior Customer Value

Best People & Talent

Financial Excellence

Strategic IT

SAP’s solutions leverage cross-functional industry best practices to reduce time to value

SAP Customer Service Solutions Integrate Across Multiple

Lines of Business


SAP’s Solution Harnesses the Value of Integration

Significantly reduces TCO

• Estimated development cost*

for each interfaces: $200,000

Native integration:

• Across the business functions

that enable the process

• With all other SAP and partner

applications

Enables better decision-

making and reduces latency

*Source: SAP-estimated using benchmark data from

customers across multiple industries

Enterprise management and support

Financial management

Manufacturing

Data exchange & legal requirements

Customer Service & Support

Field Service Management

Returns Management

SAP Differentiation through Service Excellence

Time-to-market

Supply chain

Sales, Service, Marketing

SAP’s native integration drives down Total Cost of Ownership


Comprehensive Solution

A component of a larger end-to-end

process for customer service

Industry best practices developed through

close collaboration and development with

industry leaders

Lower TCO

Pre-built native integration reduces

implementation and support cost

Open interfaces enable customers to keep

effective existing solutions in conjunction

with SAP

Lower risk

Easy to consume with short time-to-value

discrete implementable steps

Large ecosystem of partners and

customers with proven track record of

success

Proven Value

Customers have proven process-specific

value and benchmarks of SAP’s solution

High-value services to ensure delivery

of the project

Advantages of SAP end-to-end Contact Center


SAP Contact Center has customers in 30+ countries

across all continents

North America

Sysco Food; Pepsi Bottling Venture;

SourceGas; Yaskawa Electric;

Canadian National Railway

Latin America

Cerveceria Polar; Fast Shop Comercial;

Fundação dos Economiários Federais

EMEA

Deutsche Annington; EKZ; Mascot

International; Royal Unibrew;

Newcastle University; Lattice Group

(National Grid); Exxaro Resources

Asia-Pacific-Japan

Times of India; China Trust Bank; Neptune

Orient Lines; Kansai Nerolac Paints

http://www.wuerth.de/de/index.html

http://www.mandatumlife.fi/

http://www.cardif.pl/


“….. the fact that I can now sleep better at night. The fact that Contact Center does not require any expensive

hardware enabled us to invest in a proper development system, a test landscape. With SAP Contact Center’s

High Availability Controller, we were able to achieve a highly available, redundant call center system

with automatic failover of critical services.”

Yaskawa America

“

Improved customer service with

IVR Self-Service, including Biller

direct functionality, which allows

online payments, online

customer account management

etc.

Reduces Average Handling Time

(AHT) by 30 seconds

Reduced resources required to

meet service level by 5%

Reduce average handle time

Centralized call center agents

Flexible and scalable contact

center platform to enable future

growth

■ 1-hour end-user training for SAP

Contact Center

■ Integrated with Voxeo/Chrysalis

Outbound IVR application

Operational costs down 50%

Reduce wait time by 30 seconds

Improved grade of service

94.3% (Calls answered in 30

seconds)

High availability and reduced

redundancy

Reduced installation,

integration, and maintenance

costs as a result of native

integration with SAP CRM

Customers drive value

with SAP Contact Center and SAP CRM


© 2014 SAP AG or an SAP affiliate company.

All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG or an

SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG

(or an SAP affiliate company) in Germany and other countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional

trademark information and notices.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind,

and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or

SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and

services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related

presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG’s or its affiliated

companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be

changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment,

promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties

that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking

statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

http://global12.sap.com/corporate-en/legal/copyright/index.epx






© 2014 SAP AG oder ein SAP-Konzernunternehmen.

Alle Rechte vorbehalten.

Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die

ausdrückliche schriftliche Genehmigung durch SAP AG oder ein SAP-Konzernunternehmen nicht gestattet.

SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder

eingetragene Marken der SAP AG (oder von einem SAP-Konzernunternehmen) in Deutschland und verschiedenen anderen Ländern weltweit.

Weitere Hinweise und Informationen zum Markenrecht finden Sie unter http://global.sap.com/corporate-de/legal/copyright/index.epx.

Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten.

Produkte können länderspezifische Unterschiede aufweisen.

Die vorliegenden Unterlagen werden von der SAP AG oder einem SAP-Konzernunternehmen bereitgestellt und dienen ausschließlich zu Informations-

zwecken. Die SAP AG oder ihre Konzernunternehmen übernehmen keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in

dieser Publikation. Die SAP AG oder ein SAP-Konzernunternehmen steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der

Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche

Garantie zu interpretieren.

Insbesondere sind die SAP AG oder ihre Konzernunternehmen in keiner Weise verpflichtet, in dieser Publikation oder einer zugehörigen Präsentation

dargestellte Geschäftsabläufe zu verfolgen oder hierin wiedergegebene Funktionen zu entwickeln oder zu veröffentlichen. Diese Publikation oder

eine zugehörige Präsentation, die Strategie und etwaige künftige Entwicklungen, Produkte und/oder Plattformen der SAP AG oder ihrer Konzern-

unternehmen können von der SAP AG oder ihren Konzernunternehmen jederzeit und ohne Angabe von Gründen unangekündigt geändert werden.

Die in dieser Publikation enthaltenen Informationen stellen keine Zusage, kein Versprechen und keine rechtliche Verpflichtung zur Lieferung von

Material, Code oder Funktionen dar. Sämtliche vorausschauenden Aussagen unterliegen unterschiedlichen Risiken und Unsicherheiten, durch die

die tatsächlichen Ergebnisse von den Erwartungen abweichen können. Die vorausschauenden Aussagen geben die Sicht zu dem Zeitpunkt wieder,

zu dem sie getätigt wurden. Dem Leser wird empfohlen, diesen Aussagen kein übertriebenes Vertrauen zu schenken und sich bei Kaufentscheidungen

nicht auf sie zu stützen.

http://global.sap.com/corporate-de/legal/copyright/index.epx



SAP Contact Center Integrated with SAP CRM On-Premise …...SAP Contact Center for Best Run Customer...

Documents

Transcript of SAP Contact Center Integrated with SAP CRM On-Premise …...SAP Contact Center for Best Run Customer...