SAP Business Communications Management (SAP BCM)
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    SAP Business Communications Management (SAP BCM) SAP Business Communications Management (SAP BCM) Presentation Transcript

    • SAP Business Communications Management (SAP BCM) Detailed View - Architecture SAP BCM version 6.0 12th of June 2008
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 2
    • SAP Business Communications Management Stand-alone functionality map Corporate communication services Inbound Outbound contact Personal Mobile contact centers centers telephony contact centers and telephony Unified Contact Routing Solution capabilities IVR and Voicemail Services Online Monitoring, Reporting and Analysis Centralized Management and Administration Directory and Presence Services Voice Logging © SAP 2008 / Page 3
    • Inbound Contact center Unified routing increases first time contact resolution BCM communication channels voice chat e-mail web fax SMS Increase first time contact resolution with unified contact Agent CRM routing based on business skills business data data in CRM – matched with employee skills and availability. Agent availability BCM user types Agents and Mobile Remote Corporate Field Traveling Automated supervisors specialists agents telephony users workers experts services © SAP 2008 / Page 4
    • SAP Business Communications Management Out-of-the-box integration with SAP CRM SAP BCM offers customers a range of contact channels and provides unified routing and queuing with integration to SAP CRM Interaction Center SAP BCM SAP CRM Corporate communic ati on services Interaction Sales Logistics Center Inbound Outbound Personal Mobile contact centers contact centers telephony contact centers and telephony Unified Contact Routing Contact Contact Interaction and IVR and Voicemail Services Solution capabilities Channels Online Monitoring, Reporting and Analysis Routing Marketing Accounting Centralized Management and Administration Communications Directory and Presence Services Service … Voice Logging Customer SAP CRM SAP Business Suite Reporting Integration SAP BW /Analytics © SAP 2008 / Page 5
    • Out-of-the-box integration functionality with SAP CRM Interaction Center User interface SAP BCM softphone behind the CRM IC telephony toolbar BCM Server Contact channels and routing logic, monitoring, BW /Analytics reporting and management in BCM communication statistics are feed up to SAP BCM platform SAP BW / Analytics. SAP BW / Analytics SAP BW BCM communication statistics also available via SAP BW /Analytics © SAP 2008 / Page 6
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 7
    • SAP Business Communications Management (BCM) Platform architecture example Phone Fax Sms E-mail Chat Web form Customer communication channels Access Telephone network Internet Network (PSTN, Mobile, IN) E1/T1/J1 SIP or H.323 Firewall VoIP Gateways VoIP gateways and Server room SAP BCM platform LAN • On-premise • Or On-Demand Hosted Service Corporate CRM, ERP, SAP BCM SAP BCM SAP BCM SQL DB srv Application srv IIS srv e-mail srv etc. servers Corporate data network SAP BCM clients/terminals Office LAN 1. Managers & reporting users IP IP GSM/GPRS, IP (browser based UI’s) 3G, WLAN 2. Softphone users (browser based) 3. CMC mobile users 4. IP hardphone users Manager Softphone Communication IP deskphone Remote 5. Remote and 3rd party and users mobile client (SIP) users users using telephone users reporting (CMC) PSTN connected users users phone © SAP 2008 / Page 8
    • SAP Business Communications Management (BCM) Platform architecture example Phone Fax Sms E-mail Chat Web form Customer communication channels 1. Customer calls e.g. Help Desk number 4. VoIP Gateway Access Telephone network routes RTP Internet Network 2. Call arrives to VoIP (PSTN, Mobile, IN) stream to defined Gateway which IP address send SIP signaling E1/T1/J1 message to BCM SIP or H.323 Firewall software VoIP Gateways VoIP gateways and Server room SAP BCM platform LAN • On-premise 3. BCM locates free • Or On-Demand agent and sends Hosted Service signaling SIP Corporate CRM, ERP, SAP BCM SAP BCM SAP BCM message back to SQL DB srv Application srv IIS srv e-mail srv etc. servers VoIP Gateway Corporate data network SAP BCM clients/terminals Office LAN 1. Managers & reporting users IP IP GSM/GPRS, IP (browser based UI’s) 3G, WLAN 5. User answers the 2. Softphone users (browser based) call using browser 3. CMC mobile users based softphone 4. IP hardphone users Manager Softphone Communication IP deskphone Remote 5. Remote and 3rd party (with USB headset) and users mobile client (SIP) users users using telephone users reporting (CMC) PSTN connected users users phone © SAP 2008 / Page 9
    • SAP BCM software technical infrastructure PSTN and Internet PSTN connectivity via standard based Voice over IP (VoIP) Gateways connectivity From VoIP Gateway vendors such as AudioCodes and Cisco VoIP Gateway transform PSTN call as IP call and vice versa Connects to PSTN via E1/T1/J1 and to BCM software via SIP or H.323 Internet, Intranet and e-mail connectivity SAP BCM is typically deployed as pure Intranet application with no connection to Internet due to security reasons E-mails are retrieved and sent via 3rd party e-mail server (IMAP4 mailbox) Corporate data TCP/IP Ethernet network (LAN / WAN) network One IP call requires ~40 Kbit/sec data bandwidth (G.729 codec) For good quality music prompts (e.g. queue music) G.711 codec is recommended which requires ~120 Kbit/sec data bandwidth. Once call is routed from queue to agent, codec is changed to G.729 SAP BCM software Microsoft Windows 2003 Server operating system server hardware Microsoft IIS Web Server version 6 Microsoft SQL 2005 Server Database © SAP 2008 / Page 10
    • SAP BCM software technical infrastructure continues… Clients and PC desktop clients (softphone users) terminals Windows XP or Vista workstation with Internet Explorer 6.0 / 7.0 browser Soundcard and free USB port for USB headset or handset connection Other clients and terminals Desktop IP phones (SIP compliant) such as Polycom or GrandStream Communication Mobile Client (CMC) for Symbian 60/80 OS mobile phones Mobile phone or PSTN / 3rd party PBX connected phone Optional 3rd party Fax server for fax to e-mail conversion or vice versa hardware and SMS Gateway for SMS to e-mail conversion or vice versa software Sytel outbound predictive dialer soft-plugin (www.sytelco.com) 3rd party reporting, analysis and data mining tools SNMP network management system (server monitoring) Clustering solutions for database redundancy Storage Area Network (SAN) for high availability data centers © SAP 2008 / Page 11
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 12
    • SAP BCM key software components (1/2) CEM, Contact Event Unified contact routing logic Manager Includes Contact Center, Telephony and IVR logic – seamless interoperability CD, Call Dispatcher Manages call switching based on CEM service requests Connection Server Handles all CDT softphone and CMC mobile client connections and data SIP / H.323 Bridge Interface to VoIP Gateways (managing SIP/H.323 signaling) MRS, Media Routing Audio treatment services: Queue music, announcements, IVR prompt playing, server Service side recording, NAT (network address transformation) support HAC, High Availability High Availability software controller for SAP BCM primary and secondary software Controller processes Data Collector Single instance to collect all statistic events in BCM system Collect and transmit event data from operative databases for monitoring and reporting Ability to protect / unprotect data related to data privacy regulations Ability to store BCM system events to external database CEM and CPM CEM database to store all SAP BCM configuration and operational data databases CPM (Contact Process Manager) database to store e.g. directory, customer and e-channel management related operational data Reporting and Reporting statistics database and OLAP cubes for reporting and analysis services Monitoring Databases Online Database statistics for agent and monitoring real time UIs © SAP 2008 / Page 13
    • SAP BCM key software components (2/2) FB, Federation Bridge Bridge to interconnect with other SAP BCM systems or telephony platforms using VoIP connectivity CH, Channel Handler Interface between e-mail server and CEM process (e-mail read /send process) Chat Server and Chat Chat portal server for communicating with chat clients (thru chat portal interface) Portal Server Chat Server for contact center agent chat functionality External terminal Unifies IP desk phone functionality to enable better control of SIP based IP desk phones collector (e.g. transfers, music on hold) Enables presence management via IP desk phone Web Servers Web Servers (Admin, Client and Internal) for communicating with Web Browser based user interfaces (UIs) © SAP 2008 / Page 14
    • SAP BCM software architecture Contact Center Deskphone Mobile agent Administrator Agent user Customer Call (voice) Office LAN IVR Email GSM/3G Chat PSTN High-Availabilty Control Process Data Center LAN Media Web Web Connection routing Server Server server srvr (client) (admin) Web servers SIP/H.323 SIP bridge Web Call gateway CEM Server H.323 bridge dispatcher Internet (internal) CC, IVR, External Federation and PBX terminal bridge logic controller Firewall Email channel Corporate handler email server Chat portal Chat Data server server Collector Internet chat CEM CPM MON CEM_R web server (or OII equivalent) Integration Firewall OMI interfaces WDU etc. SAP BCM SERVERS © SAP 2008 / Page 15
    • SAP BCM software architecture (call routing example) 6. CEM commands Gateway Contact Center Deskphone Mobile agent Administrator Agent user through CD and Bridge to route RTP stream to agent workstation 4. Free agent is found and routing Customer IP address. decision is made. Control message is Call is established. sent to Web Srv to set softphone in Call (voice) call ringing state Office LAN IVR Email 5. Once agent answers the call via GSM/3G softphone, message is routed back to Chat CEM process via Web Srv. PSTN 1. VoIP Gateway High-Availabilty Control Process receives a new Data Center LAN Media Web Web Connection call to customer routing server Server Server srvr (client) (admin) service number Web servers SIP/H.323 SIP bridge Web Call gateway CEM Server H.323 bridge dispatcher Internet (internal) CC, IVR, External Federation and PBX terminal 3. CEM queue routing rule is bridge logic controller activated. No agents are free so CEM commands Firewall 2. New call request message Email channel MRS to play queue music Corporate is sent through SIP/H.323 handler and prompts email server Bridge to CEM process, call statistics are stored to Chat Chat portal Data server server Collector Internet chat CEM DB CEM CPM MON CEM_R web server (or OII equivalent) Integration Firewall OMI interfaces WDU etc. SAP BCM SERVERS © SAP 2008 / Page 16
    • Data bandwidth requirement overview PSTN Agent workstation VoIP Signaling = 2k / call G729 = 40 kbits/s (voice call) GW G711 = 120 kbits/s (queue music prompts) Recording SAP G711/8 = 15kbit/s BCM Load Task list ~15-25 KByte Pick / open Task ~20-35 KByte Save ~10-20 KByte External storage server eMail handling ~40-50 KByte eMail sending afterwork ~ 5 KByte =================================== Total ~100-200 KByte Note you can save multiple times and there is 2 free text areas 8000 char each. + ~8-20KByte / infocard load or save. 100-200 Kbytes = 1000-2000Mbits Task length ~120sec 1000000 - 2000000/120 = 16666 = 8-16kbits/s © SAP 2008 / Page 17
    • SAP BCM software architecture (push email routing example) Contact Center Deskphone Mobile agent Administrator Agent 5. Agent compiles answer e.g. using user answer libraries. Once answer is Customer ready, agent sends the e-mail response for the customer. Web Srv stores the response to CPM DB Call (voice) Office LAN IVR Email GSM/3G 4. Web Srv fetches e-mail from 3. CEM server locates free agent Chat and sends routing request message CPM DB and screen pop-up’s for Web Server agent UI with new e-mail PSTN 6. CEM requests Channel High-Availabilty Control Process Handler to send response to e- Data Center LAN mail server which sends it to Media Web Web Connection customer routing srvr server Server (client) Server (admin) Web servers SIP/H.323 SIP bridge Web Call gateway CEM Server H.323 bridge dispatcher Internet (internal) CC, IVR, External Federation and PBX terminal bridge logic controller Firewall Email channel Corporate handler email server Chat portal Chat Data 1. New e-mail arrives server server Collector Internet chat Corporate e-mail CEM CPM MON CEM_R web server (or server (IMAP4) OII equivalent) Integration Firewall 2. Channel Handler process reads new message e.g. OMI interfaces WDU etc. every 30 seconds. CEM process stores new e-mail to CPM DB. CEM can request CH to send automated SAP BCM SERVERS responses if determined in routing rule. © SAP 2008 / Page 18
    • SAP BCM software architecture (web chat routing example) Contact Center Deskphone Mobile agent Administrator 1. Customer initiates a Agent user chat session from Customer Company’s web page Call (voice) Office LAN IVR Email GSM/3G 4. Agent accepts the chat Chat request and initiates the chat session with chat server. PSTN High-Availabilty Control Process Data Center LAN Media 3. CEM selects available agent Web Web Connection routing srvr server and initiates to Chat server to Server (client) Server (admin) start the chat session. Web servers SIP/H.323 SIP bridge Web Call gateway CEM Server H.323 bridge dispatcher Internet (internal) 6. The chat contents are CC, IVR, External Federation bridge and PBX terminal stored on CPM logic controller database and the chat 5. Chat is initiated event is stored on CEM Firewall Email channel database for monitoring Corporate handler email server and reporting. Chat portal Chat Data server server Collector Internet chat CEM CPM MON CEM_R web server (or OII equivalent) Integration Firewall OMI interfaces WDU etc. 2. Chat web server sends the chat request to BCM Chat portal server, SAP BCM SERVERS from which the Chat server routes the chat event to CEM for routing. © SAP 2008 / Page 19
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy and Hosting 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 20
    • SAP BCM On-Demand Hosted Service concept Phone Fax Sms E-mail Chat Web form Customer communication channels Access PSTN/IN 1 PSTN/IN n Internet Network SAP BCM Data High Data On-Demand Center 1 Availability Center n Hosted Service Data Center Data Carrier 1 Data Carrier n Customer 1 Customer n Corporate Corporate On-Demand data network data network Hosted Services Customers Head- Branch Field Remote Head- Branch Field Remote quarter offices engineers users quarter offices engineers users © SAP 2008 / Page 21
    • SAP BCM multi-tenancy overview SAP BCM Multi-tenancy is multi-customer concept multi-tenancy Share single BCM platform for multiple customers use overview Customers utilize same SAP BCM server hardware, software and VoIP Gateway capacity Typical customer cases for multi-tenancy Service Providers offering On-Demand Hosted Service or Software as a Service (SaaS) Enterprises looking for single system that can be deployed to divisions / departments according to their need Hosted / managed e.g. by internal IT department Customer benefits On-Demand Hosted Service Customers Minimized up-front investments Fast deployment Pay as you use Hosted Service Service Providers Utilize hardware, software and resources in optimum way All-IP based, no need for separate and/or dedicated PBX systems Scale as you grow © SAP 2008 / Page 22
    • Insight into Multi-Tenant SAP BCM Hosted Data Center Phone Fax Sms E-mail Chat Web form Customer communication channels Access Telephone network Internet Network (PSTN, Mobile, IN) E1/T1/J1 SIP or H.323 Firewall VoIP Gateways SAP BCM Server room On-Demand LAN Hosted Service Data Center SAP BCM SAP BCM SAP BCM Corporate CRM, ERP, SQL DB cluster Application srvs IIS srvs e-mail srv etc. servers Corporate data network SAP BCM clients/terminals Office LAN 1. Managers & reporting users IP IP GSM/GPRS, IP (browser based UI’s) 3G, WLAN 2. Softphone users (browser based) 3. CMC mobile users 4. IP hardphone users Manager Softphone Communication IP deskphone Remote 5. Remote and 3rd party and users mobile client (SIP) users users using telephone users reporting (CMC) PSTN connected users users phone © SAP 2008 / Page 23
    • SAP BCM Multi-Tenant Architecture Schematic view of a single server system Customer 1 Customer 2 data network data network Virtual Virtual IP Address 1 IP Address 2 Customer 1 services Customer 2 services Applications Web Server SQL Instance 1 Applications Web Server SQL Instance 2 IP address 1.1 IP address 1.2 IP address 2.1 IP address 2.2 CEM DB CEM DB CEM WC CEM WC CD CD File storage CPM DB File storage CPM DB Bridge(s) Bridge(s) MRS MRS File storage File storage HAC (High Availability Controller) Win 2003 Server OS, MS 2005 SQL Server and MS IIS © SAP 2008 / Page 24
    • SAP BCM multi-tenancy details Virtual Unit SAP BCM multi-tenancy is based on Virtual Units concept Single SAP BCM platform can run one or many Virtual Units Virtual Units separates customer installations from each others Every customer can have own kind of installation including integrations Customer access their services through Virtual IP Address Customer data network is connected via dedicated data connection to Hosting Data Center (e.g. 2 Mbit / sec line) Virtual Unit Applications shares one Virtual Unit to multiple logical entities Applications For example separate departmental /organizational units from each others Each Application has own users and statistics For example each department has their own reports Resource sharing between Applications is easy Customer contacts can be easily routed across applications and users IP Communities Enable BCM customers to cooperate with each others concept Route IP-calls between BCM customers Save telephony traffic costs Offer outsourcing services for other BCM customers Cooperate in order to provide better customer service © SAP 2008 / Page 25
    • SAP BCM multi-tenancy deployment examples Example 1 Example 2 Server 4 (DMZ server): • Win Srv OS & MS IIS PSTN PSTN PSTN • VU_DMZ • Internet chat client Server 5 (Database server): SIP / H.323 SIP / H.323 • Win Srv OS & MS IIS & MS SQL • VU_DB VoIP GW VoIP GW • CEM database server • CPM database server Server 6 (Reporting server): Single 1 2 3 4 5 6 • Win Srv OS & MS IIS & MS SQL Server • VU_Reporting LAN LAN • Reporting database server • VU_Web_Reporting • Web server • Standard reports Single server: Server 1 (Core system server): Server 2 (Bridge server): Server 3 (End user interface server): • Win 2003 OS • Win Srv OS & MS IIS • Win Srv OS & MS IIS • Win Srv OS & MS IIS • MS SQL 2005 DB • VU_HAC_1 • VU_HAC_2 • VU_HAC_3 • MS IIS Server • HAC • HAC • HAC • SAP BCM software • VU_Core • Alarm server • VU_Web_admin (complete) • CEM server • VU_PSTN_1 • Web server • Chat server • SIP & H.323 bridge • Web admin tools • VU_Terminals_1 • Media routing server • VU_Web_user • Connection server • Prompts • Web server • External terminal controller • VU_CORE (backup) • Web clients • SIP Bridge (ETC) • VU_COM (backup) • Reporting web clients • VU_COM • VU_Web_admin (backup) • VU_Integration • Communications server • VU_Web_user (backup) • Web server • SMS server • VU_Integration (backup) • Integration interfaces • VU_Internal • VU_Terminals_2 (optional) • Chat portal server • Web server • VU_Internal_2 (optional) • VU_PSTN_2 (optional) • Data Collector • Internal web services © SAP 2008 / Page 26
    • SAP BCM multi-tenancy deployment examples Example 2 Server 4 (DMZ server): • Win Srv OS & MS IIS PSTN PSTN • VU_DMZ • Internet chat client Server 5 (Database server): SIP / H.323 • Win Srv OS & MS IIS & MS SQL • VU_DB VoIP GW Customer 1 (Virtual Unit 1) • CEM database server • CPM database server - 90 agents - 60 voice channels VU3 Server 6 (Reporting server): - BCM High Availability 1 2 3 4 5 6 VU2 • Win Srv OS & MS IIS & MS SQL VU1 • VU_Reporting LAN • Reporting database server Customer 2 (Virtual Unit 2) • VU_Web_Reporting - 75 agents • Web server - 90 voice channels • Standard reports - BCM High Availability Customer 3 (Virtual Unit 3) - 140 agents Server 1 (Core system server): Server 2 (Bridge server): Server 3 (End user interface server): - 240 voice channels • Win Srv OS & MS IIS • Win Srv OS & MS IIS • Win Srv OS & MS IIS - BCM High Availability • VU_HAC_1 • VU_HAC_2 • VU_HAC_3 • HAC • HAC • HAC • VU_Core • Alarm server • VU_Web_admin • CEM server • VU_PSTN_1 • Web server • Chat server • SIP & H.323 bridge • Web admin tools • VU_Terminals_1 • Media routing server • VU_Web_user • Connection server • Prompts • Web server • External terminal controller • VU_CORE (backup) • Web clients Capacity is scaled up by adding • SIP Bridge (ETC) • VU_COM (backup) • Reporting web clients VOIP gateway and Server • VU_COM • VU_Web_admin (backup) • VU_Integration • Communications server • VU_Web_user (backup) • Web server hardware and by distributing • SMS server • VU_Integration (backup) • Integration interfaces SAP BCM Virtual Unit software • VU_Internal • VU_Terminals_2 (optional) • Chat portal server processes across servers • Web server • VU_Internal_2 (optional) • VU_PSTN_2 (optional) • Data Collector • Internal web services © SAP 2008 / Page 27
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 28
    • SAP BCM High Availability (HA) High Availability High Availability Controller (HAC) software (HA) overview Ability to install backup process for primary BCM software processes Flexible m + n hardware deployment scenarios (m production, n backup) Monitoring primary and backup process statuses Provide automatic recovery mechanisms in case of failures Provide manual process state switching for planned service work Every Virtual Unit can have own kind of HA implementation Enables flexible and cost effective High Availability deployments Enables Hosted Service Providers to meet customer specific Service Level Agreement (SLA) requirements HA functionality HAC process runs in every server running SAP BCM software Server can run either primary or secondary processes or both HAC monitors, alarms and logs changes in BCM software statuses Alarms can be sent as SNMP traps, e-mail or SMS messages HAC process recovery mechanisms in case of failure In case of failure, HAC try's to restart process configured amount of times If process will not restart, HAC activates secondary process that will take control until primary service is again up and running Depending on failure, service continues normally or short service break will occur © SAP 2008 / Page 29
    • HA example configuration 1 In-house installation with 6 production units with recommendation of duplicated networks DMZ server DMZ server (optional) Network switch Network switch Core system End user Database server Reporting server Bridge server server interface server cluster (cluster) Core server backup Bridge server backup © SAP 2008 / Page 30
    • HA example configuration 2 Two redundant Data Centers backing up each others, static load balancing with automatic failover between data centers and MS SQL database cluster Data Center I Network switch Network switch firewall Core system End user Database server Reporting server Bridge server server interface server cluster (cluster) Core server backup Bridge server backup SQL Replication Data Center II Network switch Network switch firewall Core system End user Database server Reporting server Bridge server server interface server cluster (cluster) Core server backup Bridge server backup © SAP 2008 / Page 31
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 32
    • SAP BCM role with integrations Call E-mail SAP BCM Channels Chat Web form Terminal adaptation and client side integration MS Active Directory System/server level integration Fax SMS SAP BCM CRM or Service database ERP mgmt 3rd party communication systems, e.g. Voice Recognition SAP BCM solution role: Communication Channels Intelligent Contact Routing Communication UI tools/functionality Contact mgmt monitoring & reporting Integration methods/tools © SAP 2008 / Page 33
    • SAP BCM integration interfaces Interfaces are based on SIP/H323 (IP to IP), COM (client side) and Web Services (server side) Call Screen Softphone Mobile apps E-mail pop-ups embedding integration SAP BCM Channels Chat Client Com Client Core CMCI Web form Terminal adaptation and client side integration ADS MS Active Directory System/server level integration Fax OII TMI OMI RDI ACI DAI SMS SIP/H323 FB SRI 3rd party Softphone Directory communication Email and Online Reporting Admin and embedding and systems, e.g. task mgmt statistics statistics mgmt tool on server availability speech integration integration integration integration side integration recognition © SAP 2008 / Page 34
    • SAP BCM enables client embedding with your existing business process tools and applications SAP CRM Interaction Center Microsoft Office Outlook 2003 / 2007 integrated softphone embedded softphone 3rd party application integrated or Communication Mobile Client (CMC) tailored softphone running on Symbian mobile terminals © SAP 2008 / Page 35
    • SAP CRM – BCM server side integration SAP BCM SAP CRM Email server Integrated Communication email Customer Online Integration Chat web C Business Interface (OII) Interface (ICI) chat server E Comm. Web Services Broker VoIP gateway M Phone call CRM- 3rd party PBX (optional) Application BCM softphone and CRM Interaction Center 3rd party PBX user phone Agent Desktop © SAP 2008 / Page 36
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 37
    • Migration starting point Fully TDM based telephony platform TDM based contact center with proprietary point-to-point CTI integration. Switchboard, PBX extensions and mobile users on multiple sites. Headquarters Branch office 1 … X Remote workers Contact centers Mobile users Contact centers Mobile users Home office Field force Switchboard Telephony users Switchboard Telephony users C Local T Local SoHo PBX I PBX’s /RAS PBX network LAN/WAN IP network PRI E-mail, calendar CRM, ERP PSTN /mobile Other personal info Other biz apps Internet network mgmt apps © SAP 2008 / Page 38
    • Migration Phase 1 Deploy SAP BCM for contact center operations Taking over contact center operations. Contact center agents and numbers are removed from PBX and created to SAP BCM. Internal calls between SAP BCM and PBX are enabled through VoIP GW. Replace proprietary CTI with Web Services standard based integrations. Headquarters Branch office 1 … X Remote workers Contact centers Mobile users Contact centers Mobile users Home office Field force Switchboard Telephony users Switchboard Telephony users Local Local SoHo PBX PBX’s /RAS PBX network LAN/WAN IP network PRI IP API VoIP Gateway Web Services SAP E-mail, calendar CRM, ERP PSTN /mobile BCM Other personal info Other biz apps Internet network mgmt apps In-house or hosted service © SAP 2008 / Page 39
    • Migration Phase 2 Add switchboard and remote users to SAP BCM Unify switchboard operations with CC operations and take over remote /mobile users by removing these users and numbers from PBX and creating them to SAP BCM. Headquarters Branch office 1 … X Remote workers Contact centers Mobile users Contact centers Mobile users Home office Field force Switchboard Telephony users Switchboard Telephony users Local Local PBX PBX’s PBX network LAN/WAN IP network PRI IP API VoIP Gateway Web Services SAP E-mail, calendar CRM, ERP PSTN /mobile BCM Other personal info Other biz apps Internet network mgmt apps In-house or hosted service © SAP 2008 / Page 40
    • Migration Phase 3 Migrate office and mobile users to SAP BCM at own pace Gradually replacing PBX extensions and integrating mobile users to SAP BCM by removing these users from PBX and creating them to SAP BCM. All traffic is controlled by SAP BCM, but some uses still old PBX extension phones (with BCM). Headquarters Branch office 1 … X Remote workers Contact centers Mobile users Contact centers Mobile users Home office Field force Switchboard Telephony users Switchboard Telephony users Local PBX PBX network LAN/WAN IP network PRI IP API VoIP Gateway Web Services SAP E-mail, calendar CRM, ERP PSTN /mobile BCM Other personal info Other biz apps Internet network mgmt apps In-house or hosted service © SAP 2008 / Page 41
    • Migration Phase 4 Final state – all users migrated to SAP BCM Old PBX infrastructure fully removed. Converged all-IP business communications. Headquarters Branch office 1 … X Remote workers Contact centers Mobile users Contact centers Mobile users Home office Field force Switchboard Telephony users Switchboard Telephony users LAN/WAN IP network IP API VoIP Gateway Web Services SAP E-mail, calendar CRM, ERP PSTN /mobile BCM Other personal info Other biz apps Internet network mgmt apps In-house or hosted service © SAP 2008 / Page 42
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 43
    • SAP Business Communications Management capabilities in SAP CRM SAP BCM seamlessly integrates communication technology with customer-facing business processes and systems to improve customer service and business process performance – all at lower Total Cost of Ownership Inbound Outbound Enterprise-wide contact center contact center communications management It does this by providing a flexible multi-channel, all-IP business communications platform out-of-the-box integrated with SAP CRM Interaction Center © SAP 2008 / Page 44
    • SAP CRM2007 provides an end-to-end solution for customer service contact centers SAP BCM + SAP CRM2007 = Best Run Customer Service SAP BCM SAP CRM Corporate communic ati on services Interaction Sales Logistics Center Inbound Outbound Personal Mobile contact centers contact centers telephony contact centers and telephony Unified Contact Routing Contact Contact Interaction and IVR and Voicemail Services Solution capabilities Channels Online Monitoring, Reporting and Analysis Routing Marketing Accounting Centralized Management and Administration Communications Directory and Presence Services Service … Voice Logging Customer SAP CRM SAP Business Suite Reporting Integration SAP BW /Analytics © SAP 2008 / Page 45
    • SAP BCM business value breakdown Manage distributed cross-functional resources Leverage corporate knowledge Provide a seamless customer experience across channels Faster response times, and improved contact quality and first time resolution rates Better service SAP BCM Business Value Consistent service across contact channels to customers Proactive customer need analysis and fulfillment Higher team and personal efficiency Improved internal Improved business process performance and quality performance Better visibility and control to customer facing operations Minimal or no hardware and software investments Lower system Lower installation, integration and maintenance costs TCO Minimal expansion investment © SAP 2008 / Page 46
    • Content 1. SAP Business Communications Management overview 2. Deployment Architecture 3. Software Architecture 4. Multi-tenancy 5. High Availability 6. Integration Interfaces 7. Phased Deployment 8. Summary 9. Appendix – user interface examples © SAP 2008 / Page 47
    • Inbound Contact center Out-of-the-box SAP CRM integration SAP BCM – CRM integration enables customer service agents to use single user interface to manage incoming customer interactions BCM softphone integrated with CRM Interaction Center Caller number based customer recognition Answer /reject incoming calls Hang up Transfer Consult Conference Toggle between calls End wrap-up Dial pad for calling out © SAP 2008 / Page 48
    • Inbound Contact center Out-of-the-box SAP CRM integration SAP BCM – CRM integration enables customer service agents to use single user interface to manage incoming customer interactions BCM email channel integrated with CRM: CRM email analysis integrated with BCM push routing Accept or reject incoming email Transfer email End wrap-up Dial pad for calling out © SAP 2008 / Page 49
    • Inbound Contact center Out-of-the-box SAP CRM integration SAP BCM – CRM integration enables customer service agents to use single user interface to manage incoming customer interactions BCM chat channel integrated with CRM: Accept or reject incoming chat Transfer chat session via queue End /leave chat session End wrap-up Dial pad for calling out © SAP 2008 / Page 50
    • Inbound Contact center Agent tools – browser based BCM softphone Communication Desktop (CDT) offers comprehensive real time multi-channel queue management and monitoring functionality for agents Personal presence management Active customer interactions info Real time queue view including login status management Special 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 © SAP 2008 / Page 51
    • Inbound Contact center Agent tools – browser based BCM softphone SAP BCM directory and presence services improve personnel availability and reduce unsuccessful contact transfers Directory view to access in-house directory and presence data Also other directories, e.g. customer, partner and personal can be created. Quick list to manage personal presence information Profiles are always customer specific Selected person current, future and past availability information © SAP 2008 / Page 52
    • Operations and System Management Supervisor softphone BCM Supervisor tool embedded in softphone provides powerful control and coaching tools for contact center managers and team leaders Supervisor tool is embedded in the browser based SAP BCM softphone Supervisor can: Control agent queue login statuses Monitor ongoing calls Listen to agent calls Coach agents Barge in Intercept calls Hang up calls Record calls Activate call-backs Manage agent presence © SAP 2008 / Page 53
    • Integrated communications and business process tools improve telesales results Telemarketing campaign Improve telesales results through BCM softphone integrated with SAP CRM Strategic planning Operational planning Execution Interaction Center user interface and outbound call records with CRM Analytics Real-time analysis, control and development of processes BCM softphone functionality integrated with Interaction Center toolbar A call list has been assigned to agent or agent group. The agent makes the outbound call using Interaction Center telephony toolbar © SAP 2008 / Page 54
    • Operations and System Management User Administration BCM User Administrator enables managers to create new BCM users and manage existing users on-the-fly Location independent browser based tool Main functionality: User creation and management User groups management (user, location, barring or bandwidth based user groups) Company, sub-company and department data configuration Basic queue routing rules and ad-hoc schedule management Mass update tool for deploying settings to multiple users at once © SAP 2008 / Page 55
    • Routing Administration Queue routing management enables managers to create and modify queue routing rules on-the-fly Location independent browser based tool Main functionality: Create new queues and manage existing queues on-the-fly Define queue routing rules and parameters Manage queue groups Map queue to contact channels © SAP 2008 / Page 56
    • Queue routing management Calendar, Scheduler and Prompt Manager functionality enables flexible and efficient real time queue schedule and prompt management Calendar view enables users to define calendar events and rules, e.g. what are the business days and exceptions for the business days. Schedule view enables to easily and dynamically manage queue open / closed schedules and what prompts are played on different schedules. Prompt Manager allows users to manage prompts: e.g. load new prompts (.wav files), and allocate and activate prompts for the queues. © SAP 2008 / Page 57
    • System Administration System Administrator enables managers to create and manage BCM solution functionality and configuration Main functionality: SysAdmin users management Background services management Applications mgmt, e.g. IVR and Voicemail Platform management, e.g. VoIP Gateways PSTN calls routing rules mgmt Queue, channel, queue routing rules and queue schedule management Call Barring rules Locations and location based rules management General routing rules management Call Bandwidth Control rules NAT rules configuration © SAP 2008 / Page 58
    • Online Monitoring Online Monitoring tool provides comprehensive real time statistics on current business day and current moment Location independent browser based tool 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 © SAP 2008 / Page 59
    • Online Monitoring Online Monitoring enables manager to monitor current performance and take corrective actions if needed Agent statistics view provides details for agent performance, current status and queue login statistics. Monitoring user can control agent queue login statuses and skill settings via Agent statistics view © SAP 2008 / Page 60
    • SAP BCM and CRM Blended Analytics Blended Analytics provide blended communications and business statistics enabling a true 360° customer view BCM contact handling statistics are feed up to SAP BW /Analytics through out-of-the-box integration © SAP 2008 / Page 61
    • IVR Improves Customer Service by increasing routing intelligence and automating routines Increase first time contact resolution with intelligent contact routing based on business CRM Agent business data in CRM – matched with employee skills data skills and availability. Agent Availability SAP BCM Interactive Caller recognition services Voice Response For example: Answer call automatically and collect customer ID number from caller using telephone keypad (IVR) Make database search to CRM data based on customer ID Make routing decision based on database search result Attach customer data to call to enable screen pop-up with customer data Voice Menus For example: Service and/or language selection to enable single access number for customers Automated Voice Services For example: Automate routines to increase call handling capacity while enabling the option to switch to personal customer service if required Info and off-hour services For example: Enable different voice self services once personal customer service is closed © SAP 2008 / Page 62
    • Thank you! © SAP 2008 / Page 63 2007