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!