sap business communications management
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SAP Business Communications Management
Place holder
Mark Tate-Smith, DirectorSAP Business Communications Management
24.4.2008, Hotel Imperial, Praha
SAP BCM Highlights
Top 10 (#6) in Western Europe for IP contact centers
#1 in Finland for contact centers with market share of 35,6%
Recognized as Visionary for four consecutive years in the Gartner Magic Quadrant for Contact Center Infrastructure EMEA (3 reports)
Winner of the Frost & Sullivan Technology Leadership Award 2005 with its contribution to Enterprise IP/VoIP communications in Europe
Recognized as one of the 100 "Most Promising" firms in Europe driving the future of technology thru 2006 Red Herring 100 Europe listing
Winner of the Customer Interaction Solutions Product of the Year 2006 Award
Winner of the Communications Solutions Magazine’s Product of the Year 2005 Award
Forum Nokia PRO and Enterprise Zone Member
Symbian Signed Partner
SAP BCM overview
Customer
Business Communications Management Reporting
Business Communications Management: capabilities
Web form FaxTelephony E-mail IVR
Online Monitoring
Outbound Contact Center
Automated Dialing
Enterprise-wide Communications Management
Corporate Communication Services
Fixed and Mobile Terminals
Inbound Contact Center
Unified Contact Routing
Customer Interaction Handling
Reporting SAP CRM BW Integration Blended Analytics
Business Communications Management Interactive Voice Response (IVR)
Caller Recognition Voice Menus Automated Voice Services Info and Off-hour Services
Operations and System Management
SMS
Outbound Call Handling
SAP Business Communications Management (SAP BCM)
SAP BCM offers customers a range of contact channels and provides routing and queuing with integration to SAP CRM Interaction Center
Customer
SAP Business Suite
SAP CRM
SAP BCM SAP CRM Interaction
Center
SAP BW /Analytics
Marketing
Sales
Service
Interaction andCommunications Accounting
Logistics
…
ContactRouting
ContactChannels
Rep
ortin
gin
tegr
atio
n
Veritas replaces traditional telephony with BCM
BUSINESS ISSUE
Traditional enterprise telephony system no longer addresses needs
Customer service complicated to manage, employees difficult to reach, and update processes laborious
OBJECTIVES
• Centralize customer service and communications
• Achieve more flexibility in services
• Utilize resources more efficiently
WHY SAP
Central software for four separate companies.
Incoming contacts routed automatically to the correct service group
Improved customer service and employee availability
Reduced waiting times and service congestion
Integration of communications channels into a single system
Simplification of customer service management and improvement of the availability of services and employees
Improved ability to respond flexibly and swiftly to peaks in service demand through improved monitoring and reporting capabilities
Simplification of making changes to the system
COMPANY
Name: Veritas
Location: Helsinki, Finland
Industry: Insurance
Products and services: Insurance and investment services
Revenue: €92.5 million
Employees: 500
Web site: www.veritas.fi
Luottokunta selects SAP BCM for uninterrupted service
BUSINESS ISSUE
Simplify overly complex legacy telephony system
Enable private branch exchange (PBX) system to sustain changing and expanding contact center needs
OBJECTIVES
Consolidate legacy telephony system onto a single software platform
Ensure reliability of contact center services under all circumstances
Replace traditional PBX system with an all-IP communications solution
WHY SAP
Delivers advantages for all staff members
Improves service reliability
Combines calls, e-mails, and faxes into a single, centrally managed system
Simplifies reporting, work-shift planning, and service delivery capabilities
COMPANY
Name: Luottokunta
Location: Helsinki, Finland
Industry: Professional services
Products and services: Credit card services
Revenue: €146 million
Employees: 380
Web site: www.luottokunta.fi/en
PC4U Inbound Support Scenario
Telephone network(PSTN, Mobile, IN)
Inbound customer call to PC4U CorporationAutomated announcement, “Press 1 for
Support or 2 for Sales”Customer presses “1 for Support”
PC4U
SAPBCM
SAP BCMCall received from PSTNIVR announcementCall routed to Support queue
JEFF DANIELSCUSTOMER
MELVIN BLANKSDEVICE EXPERT
FRANCIS MORRISONCALL CENTER AGENT
Corporatedata network
Call answered by available agentSearch directoryWarm transfer call
Issue discussed with agentExpert receives warm transferResolves customer issue
PC4U Inbound Sales Scenario
Telephone network(PSTN, Mobile, IN)
Inbound customer call to PC4U CorporationAutomated announcement, “Press 1 for
Support or 2 for Sales”Customer presses “2 for Sales”
PC4U
SAPBCM
SAP BCMCall received from PSTNIVR announcementCall routed to Support queue
Call answered by available agentSilently coached by supervisorCall back note from supervisorCalls supervisor
Monitors contact centerSilently coaches agentRequest agent call back
JEFF DANIELSCUSTOMER
MELVIN BLANKSDEVICE EXPERT
FRANCIS MORRISONCALL CENTER AGENT
Corporatedata network
Appendix
SAP Business Communications Management (BCM) Simplified call routing example
AccessNetwork
Telephone network(PSTN, Mobile, IN) Internet
Customer communicationchannels
Phone E-mailFax Sms
VoIP gateways andSAP BCM platform• On-premise• Or On-Demand
Hosted Service
Office LAN
SIP or H.323VoIP Gateways Firewall
Server roomLAN
SAP BCMSQL DB srv
SAP BCMApplication srv
CRM, ERP,etc. servers
IPIP GSM/GPRS, 3G, WLAN
Softphoneusers
SmartphoneSuite (SPS)
mobileusers
IP deskphone(SIP) users
Remoteusers using
PSTN connectedphone
IP
Managerand
reportingusers
Corporatedata network
Corporatee-mail srv
SAP BCMIIS srv
E1/T1/J1
Web form
SAP BCM clients/terminals1. Managers & reporting users
(browser based UI’s)2. Softphone users (browser based)3. Smartphone Suite mobile users4. IP hardphone users5. Remote and 3rd party
telephone users
1. Customer callse.g. Help Desk number
1. Customer callse.g. Help Desk number
2. Call arrives to VoIP Gateway whichsend SIP signaling message to BCM software
2. Call arrives to VoIP Gateway whichsend SIP signaling message to BCM software
3. BCM locates free agent and sends SIP signaling message back to VoIP Gateway
3. BCM locates free agent and sends SIP signaling message back to VoIP Gateway
4. VoIP Gateway routes RTP stream to defined IP address
4. VoIP Gateway routes RTP stream to defined IP address
5. User answers thecall using browserbased softphone (with USB headset)
5. User answers thecall using browserbased softphone (with USB headset)
SAP BCM Smartphone Suite (SPS)
Mobile client for the SAP BCM product family, allows mobile users to seamlessly link to customer service operations.
Manage availability and presence informationLog into contact center queuesAccess corporate directory servicesCall RecordingLinking Personal Reach ability Service (PRS) profiles and
phone’s profile.WLAN Network CompatibilityMobile presence function
User status (busy/free) is continuously sent to the BCM system.
Phone diverting number administrationCall ServicesCall Routing Service
Manager can monitor and report mobile users similarly as agents using softphones
Improve customer interaction handling by an integrated agent user interface
Accelerate, simplify and improve quality of business interactions through BCM softphone integrated with SAP CRM Interaction Center
BCM softphone functionality integrated with Interaction Center toolbar
BCM softphone functionality integrated with Interaction Center toolbar
BCM routes both voice calls and push emails to CRM Interaction Center agents
BCM routes both voice calls and push emails to CRM Interaction Center agents
Browser based SAP BCM softphone
Browser based BCM softphone offers comprehensive real time queuemanagement and monitoring functionality for agents
Personal presence managementPersonal presence management
Active customer interactions infoActive customer interactions info
Real time queue view including login status management
Real time queue view including login status management
Special call handling tools: e.g. recording, conference, callback, audio settings and quick dialing keys
Special call handling tools: e.g. recording, conference, callback, audio settings and quick dialing keys
Call handling tools: answer, hold, transfer, consult, hang-up
Call handling tools: answer, hold, transfer, consult, hang-up
Link to Message PanelLink to Message Panel
Supervisor softphone functionality
BCM Supervisor tool embedded in softphone provides powerful control and coaching tools for contact center managers and team leaders
Supervisor tool is embedded in the browser based SAP BCM softphone
Supervisor tool is embedded in the browser based SAP BCM softphone
Supervisor can:Control agent queue login statusesMonitor ongoing callsListen to agent callsCoach agentsBarge inIntercept callsHang up callsRecord callsChat with agentActivate call-backsManage agent presence
Supervisor can:Control agent queue login statusesMonitor ongoing callsListen to agent callsCoach agentsBarge inIntercept callsHang up callsRecord callsChat with agentActivate call-backsManage agent presence
SAP BCM Directory and Presence Services
SAP BCM directory and presence services improve personnel availability and reduce unsuccessful contact transfers
Quick list to manage personal presence
information
Profiles are always customer specific
Quick list to manage personal presence
information
Profiles are always customer specific
Directory view to access in-house directory and
presence data
Also other directories, e.g. customer, partner and personal can be
created.
Directory view to access in-house directory and
presence data
Also other directories, e.g. customer, partner and personal can be
created.
Selected person current, future and past
availability information
Selected person current, future and past
availability information
Online Monitoring
Online Monitoring tool provides comprehensive real time statistics on current business day and current moment
Location independent browser based toolLocation independent browser based tool
Summary view provides “current status at glance”view with a possibility to drill down to summary level or queue specific statistics.
Monitoring user can also define personal monitoring views, set alarm/threshold limits, compare statistics to e.g. previous day or previous weekday
Summary view provides “current status at glance”view with a possibility to drill down to summary level or queue specific statistics.
Monitoring user can also define personal monitoring views, set alarm/threshold limits, compare statistics to e.g. previous day or previous weekday
Online Monitoring
Online Monitoring enables manager to monitor current performance andtake corrective actions if needed
Agent statistics view provides details for agent performance, current status and queue login statistics.
Monitoring user can control agent queue login statuses and skill settings via Agent statistics view
Agent statistics view provides details for agent performance, current status and queue login statistics.
Monitoring user can control agent queue login statuses and skill settings via Agent statistics view
SAP BCM out-of-the-box reports
BCM Reporting out-of-the-box reports provide comprehensive statistics information for managers and business development
Location independent browser based toolLocation independent browser based tool
Example report –Monthly volumeExample report –Monthly volume
Reporting statistics ingraphical representationReporting statistics ingraphical representation
Statistic export formatsStatistic export formats
Reporting statistics with drill downfunctionality to daily level statistics
Reporting statistics with drill downfunctionality to daily level statistics
SAP BCM and CRM Blended Analytics
Blended Analytics provide blended communications and business statistics enabling a true 360° customer view
BCM contact handling statistics are integrated with SAP CRM Analytics through out-of-the-box integration
BCM contact handling statistics are integrated with SAP CRM Analytics through out-of-the-box integration
Thank you!
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