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SAP Contact Center software version 7
SAP Contact Center Product Management
2014
Business Overview
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public
Agenda
1. SAP Contact Center Business Overview
2. SAP Contact Center in Action
Common Contact Center challenges
Understand Your Customer Interface
Take Decisions into Action
Achieve Remarkable Results
3 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
SAP Contact Center
Business Overview
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4 Public
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.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Public
SAP Contact Center software Key Solution Capabilities
Inbound
Contact Center
Expert and Mobile
Users
Automated Voice
Self-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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6 Public
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7 Public
SAP CRM integrated softphone
for CRM professionals
SAP Contact Center integrated with
SAP Cloud for Customer
SAP ERP integrated softphone
for ERP professionals
Non-SAP application integrated or
embedded softphone
SAP Contact Center integrated with other SAP Applications Best of breed Contact Center integration without additional license costs
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8 Public
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9 Public
“
SAP Contact Center role at SAP Link Communication Tools and Events with Business 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.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10 Public
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Increase SAP CRM Users personal productivity with SAP CRM UI
embedded Communications Toolbar
Call controls
User’s own status
indicator
Directory and
presence
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11 Public
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Reducing process cycle times with real-time collaboration using
contextual presence
Real-time presence and
collaboration tools Business context
Ms. Shirley Bishop
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 12 Public
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Increasing SAP CRM Users and Processes efficiency and convenience
with context transfer
Transferring business context with a
call
Accepting the call and receiving business context
with it
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 13 Public
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Enable real-time processes with action item routing
Escalating a service
ticket
Routed like a phone call in real-time to the
best available person
Queues
Skills
Presence
Real-time routing
engine
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 14 Public
Contact Center
Management CIO’s
Office
Contact
Center
Site 1
■ Multiple separate systems with custom
integrations between each others
■ Inflexibility to scale up or down capacity
■ Expensive system updates with risk to
break down custom integrations
High TCO, system complexity
■ No /limited tools to see contact center status in real time
■ Difficult to adjust /adapt operations in real time
■ Inability to get the facts on past performance
Inflexible Contact Center operations
■ Long queuing times for customers
■ Low first contact resolution rates
■ Inconsistent customer experience
across channels
Low customer satisfaction
■ Inability to leverage back-office and mobile
experts to serve customers /support CC agents
■ Unable to temporarily upscale contact center
resources to respond contact center peak hours
Contact Center disconnected from
other company operations
Back-office
and Field
What business problems SAP Contact Center addresses?
Contact
Center
Site n
HQ
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15 Public
Why Front-Office – Back-Office integration is important
Customer
Front-Office
Contact Center
Back-Office
Experts
Mobile Workers
- CONNECTED -
- DISCONNECTED -
- DISCONNECTED -
If I don’t know
the answers...
... I can’t get
anyone to help
me ...
... and often
the customers
are completely
mad.
I’m continuously
disturbed...
... on topics I
have nothing
to do with ...
... and this is
all away from
my real job.
What is a contact center
and why should I care?
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16 Public
Why Front-Office – Back-Office integration is important
Customer
Front-Office
Contact Center
Back-Office
Experts
Mobile Workers
- CONNECTED -
- DISCONNECTED -
- DISCONNECTED -
SLAs
Motivation
Customer satisfaction
Business impact negative
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 17 Public
■ Lower system installation, integration,
maintenance and scalability costs
■ Bundled solution with native SAP
integrations (vs. separate components)
■ Monetize Your existing investments
■ See Your Contact Center performance in real-time
■ Adapt Your Contact Center operations according to current need
■ Know how, when and why Your customers are contacting Your company
■ Shorter response times due to increased agent
productivity and first time resolution rates
■ Consistent customer service across channels
■ Improve quality by using Your office and mobile
experts to support contact center agents
■ Respond quickly to high contact peak loads by
assigning office and mobile experts to queues
Contact Center
Management
SAP Contact Center Benefits for Contact Centers Contact Center is Your Company eyes and ears to Your Customer Interface
Lower Your System TCO
Adapt Your Contact Center operations in real time Better Service to Your Customers
Connect Your office and mobile
experts to serve Your Customers
CIO’s
Office
Contact
Center
Site 1
Back-office
and Field Contact
Center
Site n
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 18 Public
Why Front-Office – Back-Office integration is important
Customer
Front-Office
Contact Center
Back-Office
Experts
Mobile Workers
- CONNECTED -
- CONNECTED -
- CONNECTED -
I get instant
support from
experts
... and they are
happy to help.
Customers
can truly see
the difference.
I’m in control of
my availability.
I proactively
listen in and
coach.
In peaks I help
to achieve
SLAs.
I can help my
peers
and
customers
while I’m in
control of my
availability.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 19 Public
Why Front-Office – Back-Office integration is important
Customer
Front-Office
Contact Center
Back-Office
Experts
Mobile Workers
- CONNECTED -
SLAs
Motivation
Customer satisfaction
Business impact positive
- CONNECTED -
- CONNECTED -
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 20 Public
SAP Contact Center has customers in 30+ countries
across all continents
North America
Barnes & Noble, Agilent, Air Products;
Sysco Food; Pepsi Bottling Venture;
SourceGas; Yaskawa Electric
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 21 Public
“….. the fact that I can now sleep better at night. The fact that SAP 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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 22 Public
Operational Costs
Service-to-Profit Chain 1 Business flexibility
2 Ability to make real-time
adjustments
3 Bundled solution (vs. separate components)
4 Deep SAP content
integration
5 Open and non-proprietary
approach
Reduce systems
TCO and complexity
SAP Contact Center differentiators from competition
Product Qualities Customer Value Drivers
Systems
People
Increase organizational
performance
Improve customer
satisfaction
SLAs
Motivation
Customer
Satisfaction
Profit
+/-
> 70%
< 30%
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 23 Public
Other
Professionals Back-office employees
Mobile Experts Customer facing employees
SAP Contact Center Product Strategy focus areas
Business and
Customer
Insight
Solutions
Partner CC
Extensions
Contact Center Agents, Supervisors & Mgrs
SAP Contact Center scope
1
2 3
4
1 Bundled Contact
Center Infrastructure
2 Best practice
SAP integration
3 Open APIs for
Partner Extensions
4 Open APIs for
Mobile and UCC
Solution Priorities
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 24 Public
SAP Contact Center Business Benefits Summary Contact Center is Your Company eyes and ears to Your Customer Interface
25 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
SAP Contact Center in Action Common Contact Center challenges
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 26 Public
The Issue: How can I best serve my customers with the
resources I have?
Contact Center Billing HelpDesk Sales
Finance Sales & Marketing
Service
Expert resources in Finance, Service and Sales & Marketing not used for customer service.
Unable to upscale Contact Center resources during peak loads.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 27 Public
The Result: Inefficient Operations and
Inability to deal with peaks and drops in customer demand
Impacts:
Low first contact resolution rates
Low service levels and
customer satisfaction
High customer churn
Rush and frustration among
Contact Center personnel
Difficulty to see the “big picture”
on what customers actually need
and how they are served
Contact Center
Management CIO’s
Office
Contact
Center
Site
Back-office
and Field Contact
Center
Site
HQ
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 28 Public
Contact Center
Management
CIO’s
Office
Contact
Center
Site
Back-office
and Field Contact
Center
Site
The Goal: Be a Best Run Contact Center
■ Leverage expertise in the back-office and in the field
to route customer contacts immediately to the best
available people
■ Know exactly what needs to be improved and where the
required savings can be found
■ Contact Center is the eyes and ears of Your organization
towards Your customers
■ Best Run Contact Center helps You to
■ understand what Your customers ask from You and
■ realize what kind of products /services and skills You
need to respond customer demand at any given time
Leverage all Your resources to
improve customer satisfaction
Understand and adjust Your Contact
Center operations in real-time
Use Contact Center as Your
strategic asset
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 29 Public
Elements to become the Best Run Customer Service
with SAP Contact Center
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 Customer Service
Customer facing employees
(front line and experts)
Operations management
Systems management
30 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
SAP Contact Center in Action Understand Your Customer Interface
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 31 Public
Monitor
Systematically monitor the quantity and
quality of customer interactions
Analyze
Analyze Your Contact Center strengths and
weaknesses
Identify
Identify the key areas which impact Your
customer service performance and quality
Plan
Plan how You want Your customer service to
perform
Strategize
Make Your customer service as strategic
asset in Your organization
Engaging
user
experience
Easy-to-use
customer
interface
management
Cloud and
On-premise
deployment
models
Complete
Contact
Center
Suite Inbound
Outbound
Extended CC
IVR
Native
integration
to SAP
business
applications
Knowing Your strengths and bottlenecks help You to set
targets for Your customer interface
Monitor and
analyze Your
contact
center
performance Define
targets for
Your service
level
Empower
Your agents
with real-
time data
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 32 Public
Monitor Your Contact Center performance in real time
Monitor Your service performance
in real-time
Online Monitoring tools enable You
to be in control
Use the real-time data across Your
organization
Monitor Your service levels, contact
volumes and agents in real-time
Online Monitoring covers all inbound
channels and outbound campaigns
Accurate monitoring data is granular to
individual contact level
Configure the dashboard content to
match Your monitoring needs
Save the frequently used views as
templates
Alarm function provide information if
e.g. waiting times are getting too high
Engage agents with real-time queue
view on softphone
Use in-built access control to provide
role and group specific monitoring
viewing rights
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 33 Public
Analyze Your Contact Center strengths and weaknesses
Understand Your customer behavior Analyze Your productivity Reporting data conveniently
available in tools You like:
Know how, when and why Your
customers are contacting You
Use contact volume reports to analyze
seasonal patterns in customer contacts
and channels
Agent reports enables You to analyze
Your contact handling performance
See how You are meeting Your service
level targets
Know who are Your top performers
On Your workstation thru Your browser
On Your iPad using SAP Business
Objects Explorer
Combined with Your other business
data e.g. SAP BI
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 34 Public
Identify why Your customers contact Your company
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 Contact
Center Monitoring and 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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 35 Public
Plan and Strategize improvement actions
Pain points Solution Enablers Benefits
Low first contact
resolution rates and
low service levels
Route incoming customer contacts to best skilled available
agents across channels
Create internal expert queues and assign relevant office and
mobile experts to queues. CC Agents can forward complex
questions to expert queues where experts are serving
Use Interactive Voice Response (IVR) services to automate
routines: customer identification, service selections, language
preferences, etc.
Increased Contact
Center productivity
Shorter response times
Better quality responses
Lack of multi-skilled
agents
Scripting tools guide agents during customer interactions
Supervisor tool allows managers to support and coach agents in
real time
Call recording helps in agent training by demonstrating best
practices
Increased agent
productivity
Increased customer
interaction quality
Skilled and motivated
personnel
Difficult to react on
fluctuating contact
volumes
Use temporary resources, e.g. office and mobile experts,
to help with customer interactions during peak times
Identify trends /seasonal patterns via Reporting to plan staffing
proactively and minimize unnecessary surprises
Monitor Contact Center operations in real time and re-assign
resources according to situation at any given time
Use automated services, e.g. call-back and IVR during peak
times to balance load across the business day
Ability to upscale and
downscale resources
according to need
Monitor and adapt
Contact Center
operations in real time
Balance /share load
across the business day
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 37 Public
Complete
Contact
Center
Suite Inbound
Outbound
Extended CC
IVR
Native
integration
to SAP
business
applications
Adapt Your customer experience in real-time
without IT’s or consultants’ help
Tailor to
Your needs
Adapt
in real time
and increase
productivity
Learn &
Develop
continously
Engaging
user
experience
Easy-to-use
customer
interface
management
Cloud and
On-premise
deployment
models
Tailor to Your needs
Activate the services You need at any time:
Inbound, Outbound, Queues, IVRs, Recording,
Voicemails, Messaging…
Setup High Availability functions and scale up
system capacity cost efficiently
Adapt in real-time and
increase productivity
Adapt functional configuration – queues, users
and routing rules – in real time according to
business need without IT’s involvement or service
interruptions
Increase Contact Center productivity
Learn & Develop
continuously
Monitor, report and analyze contact center
operations to continuously learn more about
Your Customer Interface
Plan improvements, take them into action
and measure results
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 38 Public
Tailor to Your needs easily and cost effectively
Install, upgrade and manage High Availability Scalability
Install and manage Virtual Customer
Environments (tenants)
Install, upgrade and manage SAP
Contact Center software components
in Virtual Customer Environments
Technically monitor all SAP Contact
Center services are running as planned
All SAP Contact Center core server
software components can be multiplied
and run in load balancing mode
Server software components can be
distributed to as many servers as
needed necessary from business
continuity perspective
Enables SAP Contact Center software
upgrades without service breakouts
SAP Contact Center scales up flexibly
and cost effectively by adding new
server hardware and by multiplying
/redistributing SAP Contact Center
server software processes across
servers
Also SAP Contact Center Databases
can run on one or multiple separate
database servers
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 39 Public
Adapt in real time without IT’s involvement
All SAP Contact Center
functionality configuration in a
single user interface
Efficient Role based Administration Highly granular Access Control
model
System Services
Users, Roles and Groups
Templates and Update Wizards
Functionality: inbound and outbound
contact centers, IVRs
Create User Roles and Groups
including appropriate access rights
Assign and manage user authorizations
via appropriate User Roles and Groups
Every object (user, queue, campaign,
etc) access control rights can be
controlled by appropriate access control
type (read, modify, create, delete, etc)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 40 Public
Increase first contact resolution rates via
Unified Multi-Channel Contact Routing
All channels and queues
combined with…
…Selection of routing mechanisms = Best possible service to the
customer with current resources
Voice calls
Call-backs
Emails
Web forms and Web chat
Fax and SMS messages
Action Items from external systems
Skill based routing (SBR)
Automatic Call Distribution (ACD)
Preferred agent routing
Hunt groups /call pick-up groups
Email keyword recognition
…
Automatically routes customer contact
to best available agent
Optimizes resource utilization at any
given time
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 41 Public
Increase Your Agents Productivity
First line Contact Center Agents Office Experts Mobile workers
Communication Desktop (CDT) is
designed as powerful tool for first line
contact center agents and supervisors
Includes all contact channels and tools
needed in inbound and outbound
contact center operations
SAP Convergence is designed for office
experts /users contributing also to
customer service operations
Integrates softphone with MS Outlook
and Office tools and provides access to
customer service queues
External Agent is designed for mobile
workers to participate in contact center
operations
Login to contact center queues and
personal extension services with any
phone terminal.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 42 Public
Automate Routines via Voice Self Services (IVR)
Voice Self Service as part of Your
customer service scenario
End-to-end Voice Self Services 3rd party integrated Voice Self
Services
Voice menus; e.g. language and/or
service selections
Customer recognition services
Ad-hoc notification services (e.g.
abnormal service announcements)
Fully automated services such as order
intake or order cancellation services
Off-hour automated services
Also 3rd party Voice Portal /IVR
platforms can be used in addition or
replace SAP Contact Center inbuilt IVR
Integration via standard SIP interface
(call data transfer via SIP X-Headers)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 43 Public
Monitor and Control Contact Center Operations
Identify customer service situation
and bottlenecks in real time
Support, control and manage
departments and teams
Support, control and manage
individual agents
Contact volumes in different services
Staffing and agent activities /statuses
Service Alarms based on monitoring
user defined configuration
Adjust department and teams level
operations via Monitoring and/or
System Configurator tools
For example queue assignments, skill
requirements, service announcements,
open /closed schedules, etc.
CDT Supervisor tool allows to support,
control and manage individual agents
For example manage queue login
statuses, listen /coach with customer
calls, record calls and re-distribute
agents pending customer emails
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 44 Public
Learn from Your recorded Customer Interactions
In-built call recording and contact history
help You to learn from Your interactions
Support for 3rd party Quality Monitoring tools
Analyze recorded calls and email and chat interactions to
learn how to handle customer interactions in efficient manner
and with consistent quality
Use as proof of Your customer transactions
Use recorded calls as examples in Your agent training
Quality monitoring interface provides active call capture
capabilities for 3rd party quality monitoring vendors
Dedicated quality monitoring system provide additional
capabilities for call content analysis, e.g. automatic voice
analysis to detect customer emotions
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 46 Public
■ Lower system installation, integration,
maintenance and scalability costs
■ Bundled solution with native SAP
integrations (vs. separate components)
■ Monetize Your existing investments
■ See Your Contact Center performance in real-time
■ Adapt Your Contact Center operations according to current need
■ Know how, when and why Your customers are contacting Your company
■ Shorter response times due to increased agent
productivity and first time resolution rates
■ Consistent customer service across channels
■ Improve quality by using Your office and mobile
experts to support contact center agents
■ Respond quickly to high contact peak loads by
assigning office and mobile experts to queues
Contact Center
Management
Achieve remarkable results
Lower Your System TCO
Adapt Your Contact Center operations in real time Better Service to Your Customers
Connect Your office and mobile
experts to serve Your Customers
CIO’s
Office
Contact
Center
Site 1
Back-office
and Field Contact
Center
Site n
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 47 Public
Contact Center
Management
Proven customer value with SAP Contact Center
Lower Your System TCO
Adapt Your Contact Center operations in real time Better Service to Your Customers
Connect Your office and mobile
experts to serve Your Customers
CIO’s
Office
Contact
Center
Site 1
Back-office
and Field Contact
Center
Site n
Over 80% resolution of calls at
the first point of contact
Decreased average call handling
time by ca. 20 seconds per call
Distributed administration and easy management
resulted 50% savings in contact center operational
costs.
Over 10% savings in contact center operating costs
■ Six-digit savings on annual
basis for forwarded calls
■ Live in 3 months with very
stable system
Better utilization of expertise and
resources cuts customer waiting
time down from 60 to 29 secs.
■ Ability to use call center
resources more effectively
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 48 Public
Proven customer value with SAP Contact Center
Saved ~10% of costs due to shorter talk times, more effective processes
enabled by the virtualization, and the use of data connections rather than
separate telephone networks.
Saved over 60% on labor costs by increasing the number of handled calls
by each agent and taking advantage of Finnish Railways personnel
located at remote train stations
Realized a 41% reduction in annual IT costs for contact center operations
due to unified platform, and 20% increase in productivity due to better
agent utilization and load balancing across locations.
Saved a six-digit figure on an annual basis for forwarded calls, and
increased their ability to offer new services and functions
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 49 Public
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 50 Public
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
F name MI. L name
Title
Address
Phone number
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 52 Public
© 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.
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