Use Your Contact Center to Build a Better Customer Experience

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1 SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience

2 Engage your customers across all points of contact Engage your customers across all points of contact Good products and good prices aren t good enough. To build customer loyalty and satisfaction, you have to create a positive experience across all touch points. SAP Contact Center software can help. This agile and comprehensive solution helps you manage customer contacts efficiently across call, , and Web channels, creating stronger and more durable customer relationships Optimizing contact center operations requires more than simply tracking performance and controlling costs. You need fast access to problem solvers. The goal: to make sure your customer reaches the right person no matter where the right person is located. But ensuring a positive customer experience can be difficult when contact volume is high especially when you manage inbound and outbound communications over multiple channels. SAP Contact Center helps you provide consistent and complete customer service. As a Voice over Internet Protocol (VoIP) based offering, it s ideal for multisite contact centers with distributed resources. It can be used as a stand-alone solution or integrated with other applications. And it s natively integrated with the SAP Customer Relationship Management (SAP CRM) application and the SAP Cloud for Customer solution. This lets you embed contact center communications data into customer service processes to help customers feel valued and supported. 2 / 9

3 Use inbound communications to build satisfaction and loyalty Use inbound communications to build satisfaction and loyalty Centralize outbound telemarketing campaigns Connect your customers with the right resources Make better decisions using real-time and historical data Link customer communications across environments SAP Contact Center provides unified queuing, prioritizing, and routing of all inbound communications whether they arrive by telephone, , fax, voice mail, text, chat, or the Web. Intelligent routing helps you connect your customers with experts who can best address their needs, no matter where the experts are. Inquiries that reach a service agent s desktop arrive with customer-specific information and an interaction history. Access to this kind of detailed information increases resolution rates and reduces the need for consultation and transfers. An interactive voice response option provides an automated channel for responding to customer inquiries. Customers can respond to touch-tone prompts, obtain and leave information, or be routed to the appropriate agent. When integrated with SAP CRM or similar software, SAP Contact Center uses back-end customer data to route the customer to an agent. The agent s screen is automatically populated with customer data to enable better service. Intelligent routing and pop-up screens with customer information help speed issue resolution. Faster resolution means happier customers. 3 / 9

4 Centralize outbound telemarketing campaigns Use inbound communications to build satisfaction and loyalty Centralize outbound telemarketing campaigns Connect your customers with the right resources Make better decisions using real-time and historical data Link customer communications across environments The success of telemarketing initiatives depends on how well you plan and execute them. SAP Contact Center gives you the tools you need to improve the control and agility of your campaigns. The software enables you to create a virtual, VoIP-based contact center where you can coordinate disconnected or dispersed telesales initiatives into a single networked operation. It helps you minimize unproductive tasks and maximize the performance of your telemarketing programs. When integrated with SAP CRM, SAP Contact Center helps you streamline the planning, design, and execution of telemarketing campaigns. With relevant data from all customerfacing touch points, you can coordinate campaigns across multiple sites and sales organizations. Use of integrated data also enhances your efforts to segment your audience, set up alerts, take orders, manage contacts, and execute telesales. As you reach predefined contact volumes or service levels, you can switch agents automatically from outbound to inbound activities. Telemarketing can be a highly effective sales strategy. But only if you reach the right people with the right offer at the right time. 4 / 9

5 Connect your customers with the right resources Use inbound communications to build satisfaction and loyalty Centralize outbound telemarketing campaigns Connect your customers with the right resources Make better decisions using real-time and historical data Link customer communications across environments Not all customer inquiries can be handled in your contact center. So it s important to take advantage of expertise from across your enterprise whether that means back-office personnel, mobile workers, or other employees. With SAP Contact Center, your customer service agents can verify the availability of relevant experts across your organization and, if appropriate, conference them in. Your agents can see both the area of expertise and the availability of the expert, so they can route calls to the right experts quickly. This improves the customer experience by reducing the time your customers spend on hold. With a comprehensive view of problem-solving resources, your organization can respond immediately and effectively to a wide range of customer requests. Faster resolution, anticipation of customer needs, and a high level of personalization all contribute to a customer experience that sets your organization apart from the competition. Workers in the field? Based in another location? No problem. Conference your experts into the call and provide quick and efficient service. 5 / 9

6 Make better decisions using realtime and historical data Use inbound communications to build satisfaction and loyalty Centralize outbound telemarketing campaigns Connect your customers with the right resources Make better decisions using real-time and historical data Link customer communications across environments SAP Contact Center provides access to various tools and data that help you improve operational decision making and enhance customer service: Online monitoring tools give you access to real-time data on current contact volumes, waiting times, and service levels for inbound and outbound activities. An intuitive interface lets you create dashboards to measure and monitor performance. You can set up alerts that sound an alarm if critical key performance indicators are not being met, enabling you to make immediate adjustments when contact volumes peak. Reporting tools and analytics give you valuable insight into customer behavior. They also let you assess the strengths and weaknesses of your team so you can allocate resources more effectively. All data from a complete management overview to specific drill-down details is centralized for maximum access and availability. When SAP Contact Center is integrated with SAP CRM, communications data is combined with transaction data, enabling deeper and broader insight into contact center operations. You can see how often and why customers contact you, which helps you identify the issues requiring the most agent time. With this insight, you can further refine your customer service practices by providing agents with targeted training and by improving self-service options. 6 / 9

7 Link customer communications across environments Use inbound communications to build satisfaction and loyalty Centralize outbound telemarketing campaigns Connect your customers with the right resources Make better decisions using real-time and historical data Link customer communications across environments SAP Contact Center integrates readily with other business applications in heterogeneous IT environments. The software includes tools that help you maintain high levels of data security and high availability. And because it s built on IT industry standards, it lets you take advantage of sophisticated integration methods to link customer communications with your business software, improving the speed and quality of the customer experience. An architecture based on the session initiation protocol enables integration with other telephony and voice systems, helping you protect and extend your existing infrastructure investments. Native integration with SAP CRM and SAP Cloud for Customer lets you manage communications processes within the context of all of your customer service processes without the need for additional middleware or costly interfaces. Open the lines of communication throughout your enterprise by integrating your contact center software with existing telephony systems. 7 / 9

8 Reap the benefits of optimized performance Reap the benefits of optimized performance SAP Contact Center helps you streamline inbound and outbound customer communications to build a better customer experience. The software reduces your total cost of ownership because it can be deployed over multiple locations with minimal hardware investment. No matter where your agents are located, the software helps them work together as part of a unified team dedicated to providing outstanding customer service. Armed with the right tools, technology, and data, your organization is better equipped to make sure that customers get access to the right experts at the right time. Visibility of real-time and historical customer data helps you make improved staffing decisions. With actionable information at their fingertips, your business leaders don t have to rely on your IT department or third-party consultants for reports or analysis. You can continuously monitor contact center operations and make the large and small changes that add up to optimized performance, exceptional customer service, and a competitive edge. By managing contact center operations more effectively, you can create a positive and consistent customer experience across all points of contact. 8 / 9

9 Objectives Summary SAP Contact Center software helps organizations manage and improve contact center operations by integrating inbound and outbound customer communications across multiple channels. The software helps you improve customer service, monitor and adjust contact center operations in real time, lower the total cost of ownership, and build a better customer experience. Objectives Improve efficiency of multichannel customer communications Coordinate expertise and resources across distributed functions and locations Adjust contact center operations based on changing customer needs, resource requirements, and modes of contact Reduce reliance on rigid, hardware-based communication systems A comprehensive tool set that supports unified queuing, prioritizing, and routing of multichannel contacts A virtual Voice over Internet Protocol (VoIP) based contact center to consolidate telemarketing campaigns Online monitoring and data analysis tools to improve operational decisions Improve coordination of customer service resources Increase customer satisfaction Lower total cost of ownership by reducing hardware investments Reduce deployment costs through prebuilt integration with other SAP software Learn more To find out more, call your SAP representative today or visit us online at 9 / 9 Studio SAP (14/06)

10 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. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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