SAP Business Communications Management (BCM): Cut through the hype

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1 Orange County Convention Center Orlando, Florida May 15-18, 2011 SAP Business Communications Management (BCM): Cut through the hype Glenn Abel ]

2 [ Abstract SAP Business Communications Management (BCM) is SAP's all-ip, multichannel communications solution. Converged communications platforms such as BCM have received a lot of attention (and hype) as they can be leveraged to transform service centers and provide an edge in customer service. In this informative session, we step through the capabilities and features of BCM and learn where its strengths and weaknesses lie (including how it stacks up against competitive solutions). Understand how BCM fits with existing communications and technology infrastructure, including SAP CRM and ERP. Discover the BCM value proposition and how to calculate ROI to be able to determine if BCM is right for your contact center and enterprise. A BCM demo will be included. 2

3 [ Cut Through the Hype Definitions of Hype Wikipedia Excessive publicity and the ensuing commotion Exaggerated or extravagant claims made especially in advertising or promotional material An advertising or promotional ploy Something deliberately misleading; a deception Not suggesting any of the last 3 apply! Everyone talks about Communications Convergence what is it? Why should we care? In the SAP world, a lot of confusion about what BCM is and what it isn t 3

4 [ Learning Points Learn the capabilities and features of SAP BCM Understand how SAP BCM fits with existing communications and technology infrastructure, including SAP CRM and ERP Gain critical tools for calculating ROI and understanding if SAP BCM is right for your enterprise 4

5 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 5

6 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 6

7 [ Introducing SAP Business Communications Management Replace communications silos with integrated communications and business processes Office Telephony Contact Center Mobile Telephony IT Systems Chat Mobile Telephony Chat Contact Center Fax Office Telephony SMS SAP CRM SAP BCM IT Systems 7

8 [ Introducing SAP Business Communications Management All-IP Converged Communications Platform All-IP Open communications standards Commodity networking equipment Converged Communications All communications across media types handled consistently Phone, fax, , sms, mobile, chat, etc. Leverage same technology and business rules for routing communications Application and communication integration enable communicationsenabled business processes (CEBP) Many benefits including better customer service and positive brand perception 8

9 [ Capabilities and Features Unified Communications Routing IVR Services Voic Services Real-time Monitoring Reporting and Analytics Across all communications scenarios Inbound contact centers Outbound contact centers Enterprise telephony Personal telephony Mobile telephony Management and Administration Directory Services Presence Services Voice Recording 9

10 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 10

11 [ Communication Desktop (CDT) Comprehensive real time multi-channel queue management and monitoring functionality for agents Personal presence and availability management Active contact interaction information Real time queue view including login status management Call handling tools: e.g. recording, conference, callback, audio settings and quick dialing keys Call handling tools: answer, hold, transfer, consult, hang-up Link to Message Panel 11

12 [ Communication Desktop (CDT) Compact views for side-by-side operations with other desktop applications Normal View Compact View 12

13 [ Communication Desktop (CDT) Supervisor tab allows a lead or supervisor to listen/join agent calls for assisting in training, escalations, or interventions 4 Listen without detection (silent monitoring) 4 Speak only to agent (coach) 4 Join the call (barge in) 4 Take over the call (intercept) 13

14 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 14

15 [ SAP BCM Directory and Presence Services Improve information available to agents to ensure successful consultations, transfers, and escalations Directory view to access corporate directory and presence data Also other directories, e.g. customer, partner and personal can be created. Manage personal presence information Customer specific profiles can be customized down to the individual Selected person availability history information 15

16 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 16

17 [ SAP BCM CRM Integration Interaction Center Enables customer service agents to use a single user interface to manage customer interactions BCM softphone integrated with CRM Interaction Center 4 Caller number based customer recognition 4 Answer /reject incoming calls 4 Hang up 4 Transfer 4 Consult 4 Conference 4 Toggle between calls 4 End wrap-up 4 Dial pad for calling out Note: The CRM toolbar is for call control only. Voice communication is achieved via BCM CDT or hard phone 17

18 [ SAP BCM CRM Integration Interaction Center Enables customer service agents to use a single user interface to manage customer interactions BCM channel integrated with CRM: 4 CRM response management integrated with BCM push routing 4 Accept or reject incoming 4 Transfer 4 End wrap-up 4 Dial pad for calling out 4 interaction history becomes available 18

19 [ SAP BCM CRM Integration Interaction Center Enables customer service agents to use a single user interface to manage customer interactions BCM chat channel integrated with CRM: 4 Accept or reject incoming chat 4 Transfer chat session via queue 4 End /leave chat session 4 End wrap-up 4 Dial pad for calling out 19

20 [ SAP BCM CRM Integration All Business Roles Not just limited to Interaction Center business roles All Business Roles in CRM can benefit from BCM integration 4 Communications hyper-links 4 Presence indicators 4 Collaboration 4 Dial pad for calling out 4 Business process push 20

21 [ SAP BCM ERP Integration SAP NetWeaver utilizes both SAPphone and ICI communications stacks ERP based Interaction Centers HCM Employee Interaction Center Customer Interaction Center (old Win Client) BCM softphone integrated with ERP EIC 4 Caller number based customer recognition 4 Answer /reject incoming calls 4 Hang up 4 Transfer 4 Consult 4 Conference 4 Toggle between calls 4 End wrap-up 4 Dial pad for calling out 21

22 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 22

23 [ Communications-Enabled Business Processes (CEBP) Minimize and optimize human latency in business process execution with respect to communications Enable SAP CRM communications features Presence indicators Collaboration Routing intelligence Real-time process routing and task push Example: Achieve first call resolution by ensuring transfers and escalations go to the most qualified resource available at that point in time 23

24 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 24

25 [ SAP BCM Interactive Voice Response (IVR) Caller recognition Read caller number, collect information Make routing decisions based on data in SAP or other database Screen pop-up of customer information based on collected data Voice Menus Touch-tone menu navigation Date / Time Services Enable off-hour services and routing Voice Self-Service Automate services to increase call handling capacity For example: Obtain account balance Advanced features require 3 rd party integration 25

26 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 26

27 [ Online Monitoring Tool Comprehensive real-time contact center statistics Browser based tool can be accessed from anywhere 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 27

28 [ Online Monitoring Enables manager to monitor active agent performance and make real-time adjustments Agent statistics view provides details for agent performance, current status and queue login statistics. Active calls can be viewed and joined by managers Managers can view at-aglance and control agent queue login statuses and skill settings 28

29 [ BCM Historical Reporting BCM Historical Reporting provide comprehensive statistics information for managers Based on Microsoft Reporting Services Data stored in SQL infocubes so can also use CR/Excelsius or BOBJ Export to different formats e.g Excel This report shows monthly volume Reports offer the possibility of drill-downs to more detail Report data can be displayed as a graph in addition to table 29

30 [ Blended Analytics Link BCM statistics with CRM business data to gain additional insights from blended analytics BCM contact handling statistics are pushed to SAP BW /Analytics through outof-the-box integration CRM acts as a passthrough to BW Unique call identifier links communications and business data 30

31 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 31

32 [ Deployment Options Cloud On Premise Hosted In the Cloud VoIP Gateways SAP BCM PSTN /mobile network On Premise Hosted VoIP Gateway VoIP Gateway Other Systems (e.g. CRM) SAP BCM Other Hosted Systems (e.g. CRM) SAP BCM 32

33 [ Global Deployment Central Data Centers PSTN VoIP Gateway Other Systems (e.g. CRM) SAP BCM PSTN Global Corporate MPLS Network PSTN PSTN PSTN PSTN 33

34 [ Implementation / Migration Strategies Strategy Pros Cons Full Replacement No interoperation configuration and troubleshooting Immediately realize full potential Phased Quick Wins Faster implementation Less risk Smaller training population Longer implementation Larger population to train all at once Longer to realize full ROI potential Risk losing momentum and budget Co-Existence Use BCM strategically May continue to leverage existing investments May never realize full ROI potential More time spent maintaining interoperation configuration 34

35 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 35

36 [ Understanding the Competitive Landscape Common Certified Integration Scenarios Refer to SAP Certified Integrations Directory for latest info Vendor Cisco Avaya Genesys Siemens Interactive Intelligence Aastra Certified Integration Bucher + Suter OEM AMC CRM Adapter AMC GPlus Adapter Siemens OpenScape Customer Interaction Center Solidius ecare SAP Certified Integrations Directory. Look for the following integration scenarios: ICI-CTI, ICI-CHAT, ICI-MAIL 36

37 [ Understanding the Competitive Landscape How Does BCM Stack Up? Compare the following integration points: Feature Support for presence integration into CRM across communication channels Support for task routing and business process push Support for multi-channel (voice, , chat, fax, sms) Support for multi-session (multiple simultaneous communications/types) Support for blended analytics via statistical upload Support for integration with enterprise presence Support for blended ERMS and push routing SAP Certified Integrations Directory 37

38 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 38

39 [ FUD Fear, Uncertainty, Dread VoIP is less stable than traditional telephony solutions SAP BCM won t work here Softphones are not reliable Microsoft Platform (Server/SQL) does not deliver highavailability If my PC crashes, I can t take any calls SAP BCM is new and unproven What does SAP know about IP-telephony? SAP BCM has been around since 1999 Acquisition of Wicom in 2007 Award-winning leader in IP communications. Gartner: visionary 39

40 [ SAP BCM - Strengths Complete end-end solution for unified communications Single-source vendor ensures faster issue resolution and no finger-pointing Standards-based solution on commodity equipment Ensures better interoperability and lower maintenance costs Robust architecture Allows for global implementations with high availability Tight integration with SAP CRM and ERP Only product right now with full multi-channel support, presence and collaboration features including task routing/push and blended analytics New CRM features and capabilities in lock-step (mostly) 40

41 [ Common Misconceptions BCM is just a connector that connects communications solutions to CRM If you use BCM for voice, you must use the PC-based softphone and can t use hard phones BCM can be installed on existing CRM hardware You only need BCM if you need screen pop 41

42 [ SAP BCM - Weaknesses Advanced IVR features require 3 rd party product integration Standards: VoiceXML, CCXML Automated Speech Recognition (ASR) Text-To-Speech (TTS) Visual Call Flow Designer Different CDT UI for inbound and outbound Resolved in BCM 7.0 unified UI Outbound supports Preview, Progressive but not Predictive Dialing 3 rd Party application needed such as Sytel Predictive Dialer Outbound missing message drop feature Some traditional hard phone features only supported in CDT Message waiting indicator Hunt-group mode 42

43 [ Organizational Change Control Be sure to upgrade your processes in addition to your technology! When moving from traditional communications silos to converged communications, the tendency is to do the same things as before This will wash away your anticipated benefits and ROI! Think outside the PSTN Converged communications opens up new possibilities 43

44 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 44

45 [ Calculating Return on Investment Need hard numbers not mystical benefits! Screen pop is one of the simplest benefits to quantify Time benefit = time savings per call * number of calls Leverage industry benchmarks and averages Use heuristics and set expectations Follow-up with proof Suggested Priorities: 1. Agent productivity and per call benefits 2. Benefits of increased customer service 3. New insights made possible by reporting / analytics 4. Management efficiencies Iteration and periodic review 45

46 [ Calculating Return on Investment Evaluating SAP BCM against a competitive solution what does not integrate with SAP CRM Be sure to understand the whole story SAP CRM integration offers significant opportunities for providing better customer care, lower operational costs, improved efficiencies Project out a minimum of 3 years Consider engaging SAP value engineering Benchmarking and deep analysis Some examples Savings opportunities based on typical costs Labor Communications Infrastructure 46

47 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Key Learnings Demo (time permitting) 47

48 [ Key Learnings SAP BCM an all-ip based converged communications platform for the enterprise Can scale from small single site to global deployments SAP BCM offers strong value-proposition on its own merits, but integration with SAP CRM, has a multiplier effect on ROI It is critical that process design and organizational change management activities are included in any BCM initiative 48

49 [ Agenda Introduction to SAP Business Communications Management Capabilities and Features Communication Desktop (CDT) Directory and Presence Services CRM and ERP Integration Communications-Enabled Business Processes (CEBPs) Interactive Voice Response (IVR) Monitoring and Reporting Deployment Options Competitive Landscape Strengths and Weaknesses Calculating Return on Investment (ROI) Best Practices and Key Learnings Demo (time permitting) 49

50 [ Demo Scenario: 1. Caller enters account # 5. Knowledge worker handles call with data 2. Call is routed based on segmentation 4. Agent transfers call after checking presence 3. Agent receives the call 50

51 [ Thank you for participating. ] Please remember to complete and return your evaluation form following this session. For ongoing education in this area of focus, visit SESSION CODE: 212

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