Leverage VoIP Software and Social Media Tools to Extend Your Service Organization Beyond the Walls of the Call Center. John Burton

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1 Leverage VoIP Software and Social Media Tools to Extend Your Service Organization Beyond the Walls of the Call Center John Burton

2 LEARNING POINTS Learn how to leverage SAP BCM (or other third-party CTI software) to extend the power of your service organizationwith features like instant messaging, presence, click-to-contact, and screen transfer. Discover how you can quickly get a cloud-based social media triage center up and running with full integration to SAP CRM and ERP. Find out how you can benefit from social media monitoring and sentiment analysisto monitor your brand and improve customer experience.

3 SAP CRM Interaction Center Overview SAP CRM Interaction Center drives both operational and management excellence to make every interaction count It does this by providing a platformthat supports multi-channel customer interactions in the domain of sales, marketing, and customer service Managers Track operations and ensure performance goals are met Agents Everything needed to serve customers on a single screen IT/Communication Easily integrate with a wide range of CTI solutions

4 Interaction Center Scenarios and Processes Telephony Fax and Letters Web Chat IVR SAP Business Communication Management Interaction Center: Capabilities Telemarketing Telesales Customer service Shared services Campaign execution Account and contact management Customer service and support Employee Interaction Center Lead management Lead and opportunity management Complaint management Accounting Interaction Center Personalization Quotation and order management Help desk IT service desk Interaction center management Communication channels response management Process modeling and agent guidance Interaction center analytics Communication analytics Process-based analytics Blended analytics

5 Interaction Center Scenarios and Processes Context area Toolbar Workspace Navigation bar Broadcast messages

6 Integrating CTI Software SAP CRM Phone call server PBX CTI Contact center software (Genesys, Avaya, Cisco, SAP BCM, etc.) Adapter* Integrated Communication Interface (ICI) Business Comm. Broker CRM Application Agent Phone Agent Desktop Interaction Center

7 Compatible CTI Vendors Certified adapters are available for a variety of vendors including Genesys, Avaya, Cisco, Siemens, and others. SAP BCM is natively integrated and does not require an adapter. Most current information available at choose Certification Category Computer Telephony and click Search SAPphone Telephony: BC-CTI 4.5 Computer Telephony Integration (SAPphone) 4.5 ICI Telephony: ICI-CTI 3.0x ICI Computer Telephony ICI ICI-MAIL 3.0x Interaction Center Integration Mail ICI Chat: ICI-CHAT 3.0x Interaction Center Integration Chat What Is Computer Telephony Integration (and Why Do I Need It?) SAPphone Versus ICI (Integrated Communication Interface)

8 Making a Business Case for CTI The cost of CTI hardware (or CTI software, as is increasingly the case) can be expensive. To get the most out of your investment, it makes sense to integrate your CTI system with your CRM system. However, depending on your CTI vendor, you may incur additional costs in purchasing an adapter/connector that lets your CTI system communicate with SAP CRM. You can create a quick business case to calculate ROI for CTI integration. For example, if you know the average number of seconds that an agent spends manually searching for a customer record, the average number of calls an agent receives, and the agent s salary, you can calculate ROI based on the time-savings that a CTI-enabled customer record screen pop could provide. Of course, CTI can enable other valuable savings as well such as improved routing, reduced average handling time, improved first call resolution, and so on. As a general rule of thumb, if you have 30 or more full-time agents handling 100 or more calls per day, CTI integration will provide a positive ROI.

9 SAP Business Communications Management Corporate communication SAP Business services Communications Management (BCM) Inbound Contact Center Outbound Contact Center Expert and Mobile Users Automated Services (IVR) Voice over IP Telephony Services Solution Capabilities Unified Multi-Channel Contact Routing Voic and Messaging Services Presence and Directory Services Call Recording and Contact History Services Online Monitoring, Reporting, and Analysis Tools Consolidated Administration, Management, and Control Softphone, IP Deskphone, and Mobile Clients Deep SAP Business Context Integration through Open Interfaces

10 SAP Business Communications Management SAP Business Communication Management (BCM) Telephony Chat Web Form IVR Fax SMS SAP Business Communications Management: Capabilities Inbound Contact Center Outbound Contact Center Enterprise-Wide Communications Management Unified Contact Routing Automated Dialing Corporate Communication Services Customer Interaction Handling Outbound Call Handling Fixed and Mobile Terminals Operations and System Management SAP Business Communications Management Reporting Online Monitoring Reporting SAP CRM BW Integration SAP Business Communications Management Interactive Voice Response (IVR) Caller Recognition Voice Menus Automated Voice Services

11 CEBP Features in SAP CRM 7.0 Colleague Availability (presence) Availability (i.e., presence) of relevant colleagues can bee seen directly from a business transaction (e.g., service request). Click to Dial Automatically initiate telephone call (or call transfer) with a single click. Business Process Push Real-time, rule-based dispatching of a business transaction to another colleague.

12 CEBP Features in CRM 7.0 EHP1 Communication Hyperlinks Telephone numbers rendered as hyperlinks wherever they appear Calls can be started with a single click Includes telephone numbers in search results or on Accounts or Contact page Media Blending Blend interactions across communication channels as a single interaction Can convert an inbound chat interaction on the Web into an outbound call to the customer CRM Instant Messenger Instant messaging across all communicationenabled roles Exchange text messages and transfer SAP CRM context Improved Context Transfer Simplified and improved context transfer Send one or many CRM contexts during a call transfer or instant messaging interaction Can choose which objects to send at a given time

13 Communication Hyperlinks (Click to Contact) Telephone numbers rendered as hyperlinks wherever they appear Calls can be started with a single click Includes telephone numbers in search results or on Accounts or Contact

14 SAP CRM Instant Messenger As of EHP1, users can send instant messages and collaborate internally with other SAP CRM users Add/delete contacts Check presence of contacts Send instant messages Make telephone calls Send s

15 Capabilities of CRM Instant Messenger SAP CRM Instant Messenger provides standard IM features plus CRM-specific functionality: Communicate with CRM users listed in the partner function (e.g., Employee Responsible) of any business transaction. Transfer business transactions and other objects from one CRM user to another.

16 Using CRM Instant Messenger Using CRM Instant Messenger agents can Agents can have up to 5 different IM sessions open Every instance of an IM conversation creates an IM icon at the bottom left of the Interaction Center screen (in the broadcast messaging area). The icon looks like this: The IM icon blinks when a new message arrives The tooltip of this icon shows the last message received and also the user from whom the message is received Clicking on an IM icon will open the IM window An IM conversation is ended when either party closes (rather than minimizes) the window

17 Using Instant Messenger Context Transfer During an IM conversation, CRM users can transfer business objects (customer records, sales orders, service requests, etc.) from one user to another CRM users can select (and then transfer) any recently viewed item(s) from their Recent Items. In addition, Interaction Center agents can select current items from the Activity Clipboard.

18 CTI-Enabled SalesPro Role

19 DEMO Communication-Enabled Business Processes

20 SAP Social Overview Map

21 Consumer Engagement SAP Social Media Analytics SAP Social OnDemand SAP JAM Acquire Social Media Identify Inquiries and Issues Route by Skill & Need Gather Insight on Customer Research Response w/ Collaboration Provide Response to Customer Social Media Listening Leverage Social with CRM Data Insights and Collaboration

22 SAP Social Intelligence with NetBase SAP Integration Points Influence Demographics Business Intelligence Social Media Warehouse NetBase Insights Filters Demand Management Campaign Management Global Risk Management Spam, Smut Duplicates Enterprise Performance Mgt. CRM SAP Social OnDemand

23 SAP Social Media Architecture Marketing and Consumer Insights PR & Communications Regulatory Affairs Customer Support Sales, and Presales Solutions Brand Analysis Competitive Intelligence New Product Launch Tracking Solutions Issue Tracking Campaign Tracking Solution Risk Monitoring & Detection Solutions Social Engagement Social Customer Support Social Lead Generation Social Pre-Sales Intelligence Social Insight Composer Natural Language Processing Text Analytics Machine Learning Enterprise Social Intelligence Platform API Global Content

24 What makes SAP Social Media Analytics unique? Other vendors can do the basics Buzz trending & share of voice Crude sentiment detection "tone Influence and reach Pretty charts SAP offers much faster access to useful information: Full year history on any topic in real-time High signal to noise (without spam) NLP Based Deeper & Accurate brand sentiment Ease of use: Packaged Solutions Seamless integration to SAP products

25 Natural Language Processing for Accuracy The iphone has never been good. The iphone has never been this good. Solution: Natural Language Processing

26 Multiple Languages Multiple language support: English German Spanish Portuguese French Japanese Italian Chinese(finalizing sources) Covers: Application localization Online help Content Natural Language Processing Additional languages with Keyword Processing Arabic Catalan Czech Danish Dutch Estonian Finnish Greek Hebrew Hungarian Indonesian Korean Polish Romanian Russian Swedish Thai Turkish Vietnamese Additional Planned Afrikaans Bengali Norwegian Bulgarian Cantonese Croatian Hindi Icelandic Lao Latvian Lithuanian Macedonian Malaysian Punjabi Slovak Tagalog Tamil Telugu Ukrainian

27 Consumer Engagement SAP Social Media Analytics SAP Social OnDemand SAP JAM Acquire Social Media Identify Inquiries and Issues Route by Skill & Need Gather Insight on Customer Research Response w/ Collaboration Provide Response to Customer Social Media Listening Leverage Social with CRM Data Insights and Collaboration

28 SAP Social OnDemand Enables you to listen and act Understand Conversation Drivers Identify Important Conversations Understand Customer Context Respond Quickly and Intelligently Communicate Publically or Privately Leverage the Entire Organization

29 SAP Social/Service OnDemand Intuitive Flow Multi-channel service ticketing: E- Mail, phone, chat, web self-service portal, Social Media (Social OD) response management Routing and escalation rules User Experience Extensibility & Integration Predefined communication templates Solution Finder Integration with existing knowledge base Context-sensitive recommendations Easily share content with customers Collaboration Contextual social collaboration with integrated feed Analytics Real-time service performance with pre-built dashboards Embedded reports response times, handle times, priority and escalation trends Topic trending Mobility Manage service requests on ipad anytime, anywhere Integration Native integration with SAP ERP and SAP CRM Open API

30 SAP Service OnDemand: Intuitive Service Ticketing Features and Benefits Multi-channel service ticketing offers unified agent experience across , web, chat, phone response management captures complete conversation history at one single place and maximizes agent efficiency Routing and escalation rules ensure that cases are always handled by the right person Maximize agent productivity

31 SAP Service OnDemand: In-Context Social Collaboration Features and Benefits Use integrated Feed for instant, efficient collaboration across your entire enterprise Crowdsourceto share service best practices, relevant info in context of accounts and service requests Plan and prepare for customer interactions more effectively Connect with the extended team including sales staff who are on the road with support for mobile devices Share relevant knowledge to support resolution efforts Leverage the entire organization to assist customers

32 SAP Service OnDemand: Solution Finder with KM Integration Features and Benefits Leverage existing knowledge base content to respond intelligently and consistently in real-time. Increase productivity with automatic recommendations. Take advantage of the collective team memory by surfacing similar tickets. Easily share content with customers. Make you contact center smarter

33 Consumer Engagement SAP Social Media Analytics SAP Social OnDemand SAP JAM Acquire Social Media Identify Inquiries and Issues Route by Skill & Need Gather Insight on Customer Research Response w/ Collaboration Provide Response to Customer Social Media Listening Leverage Social with CRM Data Insights and Collaboration

34 Social Collaboration Across the Company Outside Company Inside Company Peer-to-Peer Interaction Customers Prospects Partners Prospective employees Suppliers External Engagement Sales and marketing Customer support, sourcing, and procurement Recruiting Alliances Employee Collaboration Sales Marketing Service and support Human resources Finance Procurement *McKinsey Global Institute (2012) EMPOWERMENT Fast response 1/3of consumer spending influenced* ENGAGEMENT Continuous interaction 20% increase in innovation* EXPERTS Smarter decisions 40% customer interaction improvement*

35 Collaboration at the Core! Territory, Account or Customer Segment Planning Opportunity Discovery & Collaborative Engagement Competitive and Product Knowledge Sharing Deal Expertise Support and Content Delivery New Team Member or Store On-boarding Solution Support and Peer to Peer Learning's Customer Feedback and Engagement Solution Development and Prioritisation

36 SAP Jam Capabilities: Social Networking Connect and communicate Share and discover Manage work Motivate and reward Stay connected on the go For every department and process HR Onboard employees or reduce learning costs Sales Create deal rooms or strategize on proposals Marketing Create teams to tackle big issues Features Profiles/Groups Discussions and comments Microblogging and feeds and likes Following people and objects Sharing documents/videos Private folders Document editing with MS Office Video recording & screen capture on your computer or mobile device Video playback Blogs and wikis Bookmarks and tags Search Task management Polls Kudos Chat and direct messaging Mobile clients

37 SAP Jam Integration with CRM Features and Benefits SAP CRM users can see all relevant Jam updates directly from inside CRM without logging into SAP CRM. Non-CRM users have access to relevant CRM data from SAP Jam.

38 KEY LEARNINGS SAP BCM (or other third-party CTI software) can be used to extend your service organization with features like instant messaging, presence, click-to-contact, and screen transfer. SAP Social Media Analytics, powered by NetBase, can be used to monitor what customers are saying about your products and brand, including sentiment analysis. SAP Social/Service OnDemandcan allow you to quickly get a social media triage center and/or on-demand contact center up and running. SAP Jam can improve employee productivity by enabling collaboration across (and outside) the organization.

39

40 THANK YOU FOR PARTICIPATING Please provide feedback on this session by completing a short survey via the event mobile application. SESSION CODE: 0214 For ongoing education on this area of focus, visit

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