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Simplified Call Center Integration for SAP Customers

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"CRM services are shifting from a focus on point solution deployment centered on application suites, to a 'customer experience' that brings together customer information, analytics, workflows, …

"CRM services are shifting from a focus on point solution deployment centered on application suites, to a 'customer experience' that brings together customer information, analytics, workflows, mobility and social CRM disciplines into a richer, multichannel access to capture the entire customer journey”

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  • 1. Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 1Simplified Call CenterIntegrationGeorge ChenCisco Advanced ServicesMay 15th, 2013
  • 2. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2Cisco ConfidentialCisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 2“ CRM services are shifting from a focus onpoint solution deployment centered onapplication suites, to a customer experiencethat brings together customer information,analytics, workflows, mobility and social CRMdisciplines into a richer, multichannel accessto capture the entire customer journey”Ed Thompson – Gartner VP
  • 3. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4•  Phone•  Instant Message / Web Chat•  Email•  SMS•  Text•  Forums•  Social Media
  • 4. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5Telephony Integration is complex andexpensiveI need a separate IT team to manage CTIand IntegrationNew communication models will requireadditional software, integration andinfrastructure
  • 5. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6Cisco UCS with Intel® Xeon® processors
  • 6. What if I hadintegrated callcenter viasoftware?and this was myinfrastructure…Cisco UCS with Intel® Xeon® processors
  • 7. Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 8Data CenterCisco CollaborationJabber/WebEx/CEBT/VXIBorderless NetworksSecurity/Mobility/VideoDrive new value-based Business models and Use Cases
  • 8. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9•  Provide enhanced customer interaction capabilities•  Standard SAP CRM Call Center Integrations with Jabber•  Simplified infrastructure to support Call Center and Data Centerapplications and operations•  Reduce cost, while driving new features and channel interactioncapabilities•  Drive resiliency and increased availability
  • 9. Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 10
  • 10. Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 11Data Center(UCS / Nexus)UnifiedCollaborationCisco IT ProcessAutomationUnifiedSAPSolutionsSecurityNetworkCisco UCS with Intel® Xeon® processors
  • 11. Thank you.Intel, the Intel logo, Xeon, and Xeon Inside are trademarks or registeredtrademarks of Intel Corporation in the U.S. and/or other countries