Converged communication platform for the multi-channel contact centre environment
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one browser-based agent interface and provides queuing, routing and monitoring across these multiple channels.
This advanced contact centre solution, available as an on premise or cloud-based deployment, gives your business complete control over communication management; streamlining potential peaks in activity across multiple channels and enabling you to respond to enquiries systematically, whatever channel your customers choose to contact you.
The Pivotal Service Suite is a CRM solution that enables companies to create cost-effective customer support centers. It includes modules for service request management, contact centers, field service, self-service websites, and analytics. The suite integrates sales, marketing, and service to provide personalized customer interactions across all channels. This improves customer service while reducing costs through increased efficiencies.
Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue.
This document discusses Pivotal CRM software for the home building and real estate industries. It describes how Pivotal CRM provides tools to attract and manage high-quality leads, streamline the sales process, and deliver outstanding customer care. It highlights how Pivotal CRM fits the specific needs of these industries with integrated solutions for marketing, sales, and customer service tailored to their business processes.
Pega CRM allows companies to optimize the customer experience while reducing costs through three main capabilities: 1) Understanding customer behaviors through predictive models to personalize interactions; 2) Intelligently managing customer interactions across channels through enterprise case management; 3) Accelerating value and maximizing agility through collaborative development and real-time process simulation and control.
Pivotal Professional Services offers a continuum of services to help businesses implement and optimize their use of Pivotal's CRM platform. This includes traditional implementation services using a proven methodology, fast path implementations within 30 days, partial assistance, test drives, technical account management, performance checks, hosting, upgrades, custom solution development, and education services. The goal is to provide flexible options and ensure customers achieve maximum business value and agility from their CRM investment over the long term.
Interactive Intelligence provides a fully-integrated contact center software solution that unifies communications across channels such as phone, email, chat, and social media. The solution offers inbound and outbound contact center capabilities on a single platform with administration. It provides scalability, reliability, and flexibility through a software-only architecture that can be deployed either on-premise or as a hosted solution. The unified platform automates business processes and integrates with other systems to improve customer service across channels.
Global Hotline Philippines provides one-stop integrated outsourcing solutions including outbound and inbound call services, back office services, CRM services, and affiliate marketing. It aims to help small and medium businesses improve quality, reduce costs, improve services and productivity. Global Hotline Philippines delivers these advantages through integrated management and operational expertise across its menu of business process outsourcing services.
Converged communication platform for the multi-channel contact centre environment
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one browser-based agent interface and provides queuing, routing and monitoring across these multiple channels.
This advanced contact centre solution, available as an on premise or cloud-based deployment, gives your business complete control over communication management; streamlining potential peaks in activity across multiple channels and enabling you to respond to enquiries systematically, whatever channel your customers choose to contact you.
The Pivotal Service Suite is a CRM solution that enables companies to create cost-effective customer support centers. It includes modules for service request management, contact centers, field service, self-service websites, and analytics. The suite integrates sales, marketing, and service to provide personalized customer interactions across all channels. This improves customer service while reducing costs through increased efficiencies.
Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue.
This document discusses Pivotal CRM software for the home building and real estate industries. It describes how Pivotal CRM provides tools to attract and manage high-quality leads, streamline the sales process, and deliver outstanding customer care. It highlights how Pivotal CRM fits the specific needs of these industries with integrated solutions for marketing, sales, and customer service tailored to their business processes.
Pega CRM allows companies to optimize the customer experience while reducing costs through three main capabilities: 1) Understanding customer behaviors through predictive models to personalize interactions; 2) Intelligently managing customer interactions across channels through enterprise case management; 3) Accelerating value and maximizing agility through collaborative development and real-time process simulation and control.
Pivotal Professional Services offers a continuum of services to help businesses implement and optimize their use of Pivotal's CRM platform. This includes traditional implementation services using a proven methodology, fast path implementations within 30 days, partial assistance, test drives, technical account management, performance checks, hosting, upgrades, custom solution development, and education services. The goal is to provide flexible options and ensure customers achieve maximum business value and agility from their CRM investment over the long term.
Interactive Intelligence provides a fully-integrated contact center software solution that unifies communications across channels such as phone, email, chat, and social media. The solution offers inbound and outbound contact center capabilities on a single platform with administration. It provides scalability, reliability, and flexibility through a software-only architecture that can be deployed either on-premise or as a hosted solution. The unified platform automates business processes and integrates with other systems to improve customer service across channels.
Global Hotline Philippines provides one-stop integrated outsourcing solutions including outbound and inbound call services, back office services, CRM services, and affiliate marketing. It aims to help small and medium businesses improve quality, reduce costs, improve services and productivity. Global Hotline Philippines delivers these advantages through integrated management and operational expertise across its menu of business process outsourcing services.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
SAP Mobile Platform: Accenture Mobility "The Always On Enterprise"Tony Smith
To unlock the potential that SAP mobile applications offer
businesses, having a robust and efficient deployment approach is paramount. Accenture’s implementation services for SAP mobile applications delivers a predictable, more rapid, end-to-end deployment approach that enables an enterprise to get started with mobility at a fixed price, scope and timeline while reducing
risk.
Pivotal Upgrade Services can help organizations successfully upgrade their platform, access methods, and applications. The benefits include accelerating implementation timelines and costs, reducing risks, and managing complexity. Pivotal Upgrade Services draws on tools, methodologies, and expertise to deliver a predictable and low-risk upgrade that protects existing customizations. Considerations for a successful upgrade include identifying customizations, integrating systems, assessing performance demands, understanding data models and architectures, determining integration efforts, and preparing users.
The document summarizes LUMA, a marketing asset management platform that offers centralized control over branding, messaging, and marketing campaigns across channels. It provides modular applications for print collateral customization, digital asset management, email/SMS automation, merchandising, and social media insights. LUMA aims to help brands maintain consistent messaging while simplifying and speeding up processes like local marketing campaign production and delivery through its global print supply chain management network.
Pivotal CRM Integration Solutions provides a framework to integrate customer data across different business systems and applications. This helps create a single view of the customer and share critical information enterprise-wide. The framework uses a combination of solutions like middleware, adapters and web services to integrate CRM systems with other applications. It addresses challenges like integrating data from various sources and formats, connecting different departmental software, and merging customer interaction channels.
Customer Communication for Digital ExperienceTopdown
Communications sent to existing customers are the "last mile" of digital business transformation and customer experience improvement efforts. This white paper examines the relationship between customer communications management and digital customer experience.
This corporate presentation summarizes the services of Maporama Solutions, a company that provides web and mobile mapping solutions. It discusses Maporama's areas of expertise including geomarketing, business intelligence applications, and location-enabled solutions. It also outlines Maporama's solutions such as a marketplace locator, geospatial analytical dashboard, and web-based geographic information systems. Finally, it describes Maporama's technologies including its geoplatform, AJAX API, and web services as well as its database services, mapping coverage, and training/support offerings.
Madrona Solutions Group - CRM Introductionmike_davidson
Madrona Solutions Group is a Microsoft partner that helps businesses apply technology to transform productivity and effectiveness. It has won multiple Microsoft awards and has experience with over 25 Dynamics CRM projects. Madrona provides consulting services in business intelligence and Microsoft Dynamics CRM, including full-lifecycle CRM implementation, custom development, and application support. Microsoft Dynamics CRM is an integrated solution for marketing, sales, customer service, and scheduling that offers flexibility and is available both on-premise and hosted on Microsoft servers. Selecting and implementing a CRM system successfully requires considering how it will benefit both managers and employees, gaining executive support, and partnering with an experienced CRM consultant.
PGi White Paper Accelerating+Sales+Process V05defilippomarco
The document discusses strategies for using collaboration technologies to accelerate the sales cycle in 3 key areas:
1) Improving internal collaboration and knowledge sharing through virtual meetings and document sharing.
2) Closing business more quickly by bringing all decision makers into virtual meetings.
3) Enhancing customer support and building loyalty by keeping customers informed and engaged through ongoing communication.
Sentri's Microsoft dynamics CRM presentationSentri
The document discusses Microsoft Dynamics CRM 2011 and how it enables productivity through integrated business technology. It highlights key capabilities of Dynamics CRM 2011 like the sales conversation features that help improve sales efficiency and effectiveness through familiar Outlook-like experiences, real-time filtering and conditional formatting for instant lead scoring, Excel export/import for improved data quality, and team ownership for better team selling. The document also discusses the extended CRM conversation and how Dynamics CRM leverages the flexible xRM framework to track additional relationships and assets.
Demand Creation Services Inc. is a business and marketing development specialist focused on the technology sector, utilizing traditional and digital medias.
WIND Telecom expanded its sales organization by implementing Salesforce CRM with guidance from consulting firm Doble Group. This improved communication between sales teams and managers, allowed for online tracking of sales leads, and reduced conflicts over customer accounts. Doble Group configured Salesforce CRM to automate WIND's sales processes, provided sales training, and offers ongoing support to help WIND maximize its investment in CRM. As a result, WIND's sales team became more effective and efficient in their work.
The document contrasts four potential organizational structures for Virgin.com: 1) Brand Franchise, 2) Brand Franchise & Management Service Provider, 3) 'Business Format Franchise', and 4) Multi-Line Businesses. It evaluates the structures against criteria like customer interaction, IT interaction, and operations interaction. The Multi-Line Businesses structure best meets the criteria of creating a strong, branded customer experience integrated across business lines. However, it has high costs. The next best options are the 'Business Format Franchise' and Brand Franchise & Management Service Provider structures. Technology issues include data privacy, security, and ensuring interfaces are tailored to each business line. The discussion is anchored by noting Virgin's business lines are in
CDC MarketFirst Analytics provides marketers with a powerful analytics engine and integrated tools to analyze marketing campaign performance and monitor results in real-time. It features customizable dashboards, pre-built reports, alerts and the ability to drill down into metrics to optimize campaigns and resources. The solution aims to help users make faster, data-driven decisions to improve results and accountability with minimal IT impact or costs.
InfraVision is a business service management partner specialized in setting up IT service organizations with over 12 years of experience. They can help improve transparency and efficiency of service organizations including IT infrastructure. InfraVision is an expert partner of BMC Software and has implemented their service management solutions for over 12 years. They also partner with Salesforce to deliver the BMC Remedyforce Service Desk cloud-based solution.
Openly Replacing ERPs with Sugar | SugarCon 2011SugarCRM
This global supplier of management solutions for wealth management was looking for a scalable and robust web-based solution to serve their customers but most importantly - to track and monitor their partner program. With Icreon’s assistance, they were able to replace their current desktop-based ERP system with a customized SugarCRM solution. The solution enabled multiple users with customizable permissions and exclusive privileges and access to the stored data. It included a bespoke module that enabled partner log-in to the SugarCRM application and management of partner companies and their respective contributions to the business on the whole.
Presented by Himanshu Sareen, CEO, Icreon Tech, at SugarCon 2011
This document discusses integration challenges for ISVs adopting a Software as a Service model. It outlines that integration has become the top barrier to SaaS adoption due to the proliferation of applications and changing consumer demands. Consumers expect integrated solutions out of the box from their SaaS providers. The document also discusses that while APIs are important, they do not solve the full integration problem between applications, and that hard coding integrations is not scalable and leads to maintenance issues.
The human mind is a powerful tool all humans possess. It plays such a huge role in how we perceive and react to the world around us. Sometimes what we think we see and what we are really seeing are vastly different and that drives our approach to setting and realising solutions. It is our mindset that creates this reality. In this session you’ll look at how perceptions either allow you to spot and pursue opportunities, or how perceptions hinder the identification of opportunity, and hence the ability to thrive.
This document discusses the importance of stellar customer service. It provides tips for call center operations to improve customer satisfaction and retention. Some key points include: customers expect friendly, fast, and reliable service across all channels; 91% will not return if expectations are not met; and customer experience impacts whether they feel impressed or cared for versus verbally abusing staff. The document suggests effective call center optimization, cost reduction, quality assessments, and benchmarking. Leadership is important to invest in staff, engage in brand ambassadorship, and lead by positive example. The goal is to deliver stellar customer-centric service and continuously improve the customer interaction process.
Throughout the modern world the customer service and contact centre environment is undergoing dramatic change. Against the backdrop of the strategic realisation that the Customer Experience has come to the fore and reached the top of the boardroom agenda, several major global and regional trends have emerged. In a two hour seminar session, internationally recognised industry analyst and contact centre consultant Rod Jones will outline the current South African contact centre industry and will paint a picture of the impact that global trends and how these have and will impact on the local industry.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
SAP Mobile Platform: Accenture Mobility "The Always On Enterprise"Tony Smith
To unlock the potential that SAP mobile applications offer
businesses, having a robust and efficient deployment approach is paramount. Accenture’s implementation services for SAP mobile applications delivers a predictable, more rapid, end-to-end deployment approach that enables an enterprise to get started with mobility at a fixed price, scope and timeline while reducing
risk.
Pivotal Upgrade Services can help organizations successfully upgrade their platform, access methods, and applications. The benefits include accelerating implementation timelines and costs, reducing risks, and managing complexity. Pivotal Upgrade Services draws on tools, methodologies, and expertise to deliver a predictable and low-risk upgrade that protects existing customizations. Considerations for a successful upgrade include identifying customizations, integrating systems, assessing performance demands, understanding data models and architectures, determining integration efforts, and preparing users.
The document summarizes LUMA, a marketing asset management platform that offers centralized control over branding, messaging, and marketing campaigns across channels. It provides modular applications for print collateral customization, digital asset management, email/SMS automation, merchandising, and social media insights. LUMA aims to help brands maintain consistent messaging while simplifying and speeding up processes like local marketing campaign production and delivery through its global print supply chain management network.
Pivotal CRM Integration Solutions provides a framework to integrate customer data across different business systems and applications. This helps create a single view of the customer and share critical information enterprise-wide. The framework uses a combination of solutions like middleware, adapters and web services to integrate CRM systems with other applications. It addresses challenges like integrating data from various sources and formats, connecting different departmental software, and merging customer interaction channels.
Customer Communication for Digital ExperienceTopdown
Communications sent to existing customers are the "last mile" of digital business transformation and customer experience improvement efforts. This white paper examines the relationship between customer communications management and digital customer experience.
This corporate presentation summarizes the services of Maporama Solutions, a company that provides web and mobile mapping solutions. It discusses Maporama's areas of expertise including geomarketing, business intelligence applications, and location-enabled solutions. It also outlines Maporama's solutions such as a marketplace locator, geospatial analytical dashboard, and web-based geographic information systems. Finally, it describes Maporama's technologies including its geoplatform, AJAX API, and web services as well as its database services, mapping coverage, and training/support offerings.
Madrona Solutions Group - CRM Introductionmike_davidson
Madrona Solutions Group is a Microsoft partner that helps businesses apply technology to transform productivity and effectiveness. It has won multiple Microsoft awards and has experience with over 25 Dynamics CRM projects. Madrona provides consulting services in business intelligence and Microsoft Dynamics CRM, including full-lifecycle CRM implementation, custom development, and application support. Microsoft Dynamics CRM is an integrated solution for marketing, sales, customer service, and scheduling that offers flexibility and is available both on-premise and hosted on Microsoft servers. Selecting and implementing a CRM system successfully requires considering how it will benefit both managers and employees, gaining executive support, and partnering with an experienced CRM consultant.
PGi White Paper Accelerating+Sales+Process V05defilippomarco
The document discusses strategies for using collaboration technologies to accelerate the sales cycle in 3 key areas:
1) Improving internal collaboration and knowledge sharing through virtual meetings and document sharing.
2) Closing business more quickly by bringing all decision makers into virtual meetings.
3) Enhancing customer support and building loyalty by keeping customers informed and engaged through ongoing communication.
Sentri's Microsoft dynamics CRM presentationSentri
The document discusses Microsoft Dynamics CRM 2011 and how it enables productivity through integrated business technology. It highlights key capabilities of Dynamics CRM 2011 like the sales conversation features that help improve sales efficiency and effectiveness through familiar Outlook-like experiences, real-time filtering and conditional formatting for instant lead scoring, Excel export/import for improved data quality, and team ownership for better team selling. The document also discusses the extended CRM conversation and how Dynamics CRM leverages the flexible xRM framework to track additional relationships and assets.
Demand Creation Services Inc. is a business and marketing development specialist focused on the technology sector, utilizing traditional and digital medias.
WIND Telecom expanded its sales organization by implementing Salesforce CRM with guidance from consulting firm Doble Group. This improved communication between sales teams and managers, allowed for online tracking of sales leads, and reduced conflicts over customer accounts. Doble Group configured Salesforce CRM to automate WIND's sales processes, provided sales training, and offers ongoing support to help WIND maximize its investment in CRM. As a result, WIND's sales team became more effective and efficient in their work.
The document contrasts four potential organizational structures for Virgin.com: 1) Brand Franchise, 2) Brand Franchise & Management Service Provider, 3) 'Business Format Franchise', and 4) Multi-Line Businesses. It evaluates the structures against criteria like customer interaction, IT interaction, and operations interaction. The Multi-Line Businesses structure best meets the criteria of creating a strong, branded customer experience integrated across business lines. However, it has high costs. The next best options are the 'Business Format Franchise' and Brand Franchise & Management Service Provider structures. Technology issues include data privacy, security, and ensuring interfaces are tailored to each business line. The discussion is anchored by noting Virgin's business lines are in
CDC MarketFirst Analytics provides marketers with a powerful analytics engine and integrated tools to analyze marketing campaign performance and monitor results in real-time. It features customizable dashboards, pre-built reports, alerts and the ability to drill down into metrics to optimize campaigns and resources. The solution aims to help users make faster, data-driven decisions to improve results and accountability with minimal IT impact or costs.
InfraVision is a business service management partner specialized in setting up IT service organizations with over 12 years of experience. They can help improve transparency and efficiency of service organizations including IT infrastructure. InfraVision is an expert partner of BMC Software and has implemented their service management solutions for over 12 years. They also partner with Salesforce to deliver the BMC Remedyforce Service Desk cloud-based solution.
Openly Replacing ERPs with Sugar | SugarCon 2011SugarCRM
This global supplier of management solutions for wealth management was looking for a scalable and robust web-based solution to serve their customers but most importantly - to track and monitor their partner program. With Icreon’s assistance, they were able to replace their current desktop-based ERP system with a customized SugarCRM solution. The solution enabled multiple users with customizable permissions and exclusive privileges and access to the stored data. It included a bespoke module that enabled partner log-in to the SugarCRM application and management of partner companies and their respective contributions to the business on the whole.
Presented by Himanshu Sareen, CEO, Icreon Tech, at SugarCon 2011
This document discusses integration challenges for ISVs adopting a Software as a Service model. It outlines that integration has become the top barrier to SaaS adoption due to the proliferation of applications and changing consumer demands. Consumers expect integrated solutions out of the box from their SaaS providers. The document also discusses that while APIs are important, they do not solve the full integration problem between applications, and that hard coding integrations is not scalable and leads to maintenance issues.
The human mind is a powerful tool all humans possess. It plays such a huge role in how we perceive and react to the world around us. Sometimes what we think we see and what we are really seeing are vastly different and that drives our approach to setting and realising solutions. It is our mindset that creates this reality. In this session you’ll look at how perceptions either allow you to spot and pursue opportunities, or how perceptions hinder the identification of opportunity, and hence the ability to thrive.
This document discusses the importance of stellar customer service. It provides tips for call center operations to improve customer satisfaction and retention. Some key points include: customers expect friendly, fast, and reliable service across all channels; 91% will not return if expectations are not met; and customer experience impacts whether they feel impressed or cared for versus verbally abusing staff. The document suggests effective call center optimization, cost reduction, quality assessments, and benchmarking. Leadership is important to invest in staff, engage in brand ambassadorship, and lead by positive example. The goal is to deliver stellar customer-centric service and continuously improve the customer interaction process.
Throughout the modern world the customer service and contact centre environment is undergoing dramatic change. Against the backdrop of the strategic realisation that the Customer Experience has come to the fore and reached the top of the boardroom agenda, several major global and regional trends have emerged. In a two hour seminar session, internationally recognised industry analyst and contact centre consultant Rod Jones will outline the current South African contact centre industry and will paint a picture of the impact that global trends and how these have and will impact on the local industry.
This document discusses social trends related to customer service. It notes that emotional satisfaction is more important than overall satisfaction for customer loyalty. While functional attributes are expected, emotional connections with customers through storytelling and a human brand experience differentiate companies. The Ask Afrika Orange Index benchmarks customer service levels across industries in South Africa and identifies changes to help companies improve service strategies. Winning companies foster authentic customer relationships and make customer experience a company-wide priority.
The document discusses driving high performance coaching. It provides definitions of coaching from experts and outlines a learning framework with four stages of competence: unconscious incompetence, conscious incompetence, conscious competence, and unconscious competence. The document then details the coaching process, which includes establishing current competence, agreeing on learning objectives, empowering the coachee, providing feedback, recapping and summarizing the session. It also includes a qualitative process for compliance, analysis, development, and ability/skill, as well as a trend analysis chart. The overall purpose is to provide guidance on how to effectively coach others to maximize their performance.
The document discusses quality assurance best practices for call centers. It recommends live call monitoring, short and long call analysis, predictive customer satisfaction scores, feedback on every call, trend analysis, training needs analysis, calibration, and speech analytics to monitor 100% of calls. Outsourcing quality assurance provides access to leading methodologies and technologies, while keeping quality in-house allows more control but requires developing quality systems. Case studies show how quality assurance improved a telecom company's contact rate and sales introduction by focusing on data cleansing, and improved an insurance company's net promoter score and first call resolution through driving issue resolution in calls. The presentation emphasizes using quality assurance to continuously improve customer satisfaction.
This document summarizes an analytics presentation from Pivotal Analytics. It analyzes customer interaction data from a contact center client to identify opportunities to improve key metrics like first call resolution, reduce repeat calls, and decrease average handle time. The analysis identifies the top reasons calls are not resolved on the first attempt and causes of repeat calls. It also examines specific call drivers like payment arrangements that represent opportunities for reducing call volume through self-service options. The goal is to use data insights to transform contact center strategies and drive better customer experiences and business efficiencies.
Human beings stay at the core of any business. It doesn’t matter how good the systems, processes or procedures are, if the people are not highly efficient, highly engaged and well led - they will fail the organization. Managing or leading people stays one of the biggest challenges that one must keep your focus on. Great companies are built by great individuals who builds great teams. In this session we will try to have a look at how to build strong individuals and teams that produces better results.
There are very few companies who don’t want to change their customers’ behaviour (sales, cross-sell, channel usage, retention, etc.). In this session we’ll show you how to use behavioural economics to both understand and change human behaviour in meaningful ways. We’ll show how this new approach to handling customers has led to a +27% increase in new sales, a +23% increase in cross-sell, a +154% increase in customer retention, and more
The document summarizes a presentation given to iiNet Cape Town staff. It outlines iiNet's 8-year partnership with Merchants, during which time the Cape Town site grew from 170 to over 1000 staff. It discusses iiNet's focus on customer service excellence and putting people first. Charts show improving NPS, reducing AHT and increasing sales over time. The presentation highlights initiatives to promote staff wellbeing, development and pride in the iiNet brand. It concludes with discussing future goals such as developing leaders, sharing best practices, and continuing to improve efficiency while maintaining a focus on service.
The document discusses plans for a community contact center in Delft, South Africa called Reimagine Delft, which is a collaboration between Zoe Incubation Centre and ZaiLab. The center aims to provide training to unemployed individuals in the community and create jobs, with some individuals working at the center, working from home, or being placed in private sector jobs. The training will focus on life skills, technology skills, and using artificial intelligence to enhance customer service work. The goals are to stimulate the local environment and create 1,000 new jobs in Delft over three years.
This document provides information about conducting contact centre assessments and audits. C3Africa is an integrated business that provides consulting, training, research, media and marketing services to the contact centre industry. It outlines C3Africa's methodology for conducting comprehensive contact centre assessments based on over 1,500 audit checkpoints across key competencies. Areas like strategy, processes, people, technology and more are evaluated. Contact centres are scored on a scale from foundational to world class in each area. The audit provides benchmarks, identifies risks and gaps, and makes recommendations to help contact centres improve performance and maturity. The document includes examples of reports and models used in C3Africa's contact centre assessment and improvement process.
The document discusses the development and purpose of contact center standards in South Africa. It was developed through a collaborative process between government, industry bodies, consulting firms, and over 70 industry representatives. The standards aim to improve customer satisfaction, staff efficiency, quality, revenue, and reduce costs and waste. They cover leadership, operations, human resources, and technology. The standards were created to help South Africa attract offshore business by demonstrating efficiency and quality. Contact centers previously did not measure or address sources of waste. Implementing the standards can help centers operate consistently and successfully meet customer and business objectives.
The document summarizes a presentation on quality assessments for a call center. It discusses what quality assurance (QA) is, the importance of monitoring calls to identify both problems and best practices. It provides recommendations for an effective QA process, including having independent evaluators, clear criteria, and using results to provide feedback and training to improve agent performance and the overall customer experience. The presentation also discusses best practices other companies use for QA, such as involving agents in the evaluation and recruitment process, focusing on strengths rather than scores, and using mystery callers and technology to supplement monitoring.
The document discusses how macroenvironmental factors like politics, economics, society and technology (PEST) shape our perceptions of the world. It argues that the current unstable PEST environment has increased feelings of insecurity, uncertainty and alienation among people. At work, these feelings can manifest as behaviors that negatively impact collaboration. The document concludes that leaders need to create a sense of belonging for all in the workplace by emphasizing common humanity, accepting different views, and making people feel valued in order to encourage positive contribution.
Listen to a Q&A session about the workforce management journey of Cell C, highlighting the challenges they faced and what they have achieved so far in terms of efficiency improvements, customer focus and much more
The document discusses quality assurance (QA) within call centers and identifies common issues that prevent QA from being effective. It notes that QA is often seen as a compliance exercise rather than a way to develop skills. Other issues include a lack of alignment on standards, variances across languages and customer types, and QA not focusing on customer needs. The document provides recommendations for improving QA, such as ensuring stakeholders understand standards, evaluating soft skills, and using QA to enhance processes, benchmark, and provide coaching. It suggests outsourcing QA may help gain independent feedback and reduce costs.
Lewis Carroll, whose real name was Charles Lutwidge Dodgson, was a writer, mathematician, logician and Anglican deacon best known for writing "Alice's Adventures in Wonderland" and "Through the Looking Glass". Some key lessons from Carroll's works include going down the "rabbit hole" and exploring new ideas, knowing yourself, accepting advice from unexpected places, believing in the impossible, indulging in whimsy, communicating carefully with others, and stopping activities that don't get you anywhere. Carroll struggled with various health issues but was a prolific writer who could write quickly and authored both literary and mathematical works.
Nexsus provides various IT support services including facility monitoring, application development, software testing, and technical support. They aim to help customers maintain existing applications with improved service levels at lower costs. Nexsus takes an innovative, tools-driven approach to support and enhancement activities. They also provide dedicated on-site engineers through their Facility Monitoring Service to ensure customer applications function properly.
Guide to telephony for Salesforce and Desk.comDaniel Plume
This document provides an overview of NewVoiceMedia's ContactWorld cloud communications platform. Some key benefits discussed include:
- Increased flexibility for employees to work remotely which improves productivity and hiring.
- Improved marketing capabilities like dedicated numbers, priority routing, and integration with CRM systems.
- Simplified call routing and recording to maximize sales and customer service.
- Lower upfront costs than traditional phone systems and easy scaling without large capital expenses.
- Reliability through multiple data centers and a 99.999% uptime guarantee.
- Quick and easy setup within a few hours or weeks without need for hardware or complex installation.
Growing a Small Business Takes a Big-Business Approach to CommunicationsFonality
1) Growing a small business requires embracing technologies used by large contact centers to improve communications with customers and build a brand. 2) Contact centers allow businesses of any size to streamline customer interactions and gain insights through tools like call routing and analytics. 3) Insurance agency ProVest adopted a unified communications system that gave leadership visibility across locations and supported business expansion.
This document discusses AMEYO, a customer interaction management software that simplifies customer interactions across multiple channels. It involves using technology to organize, automate, and synchronize business processes with goals of customer acquisition, retention, repeat sales, and reducing costs. AMEYO provides an all-in-one communication solution for managing interactions to improve customer experience, business efficiency, and monitor productivity. It has components like IVR, predictive dialing, ACD, voice logging, quality management, and CRM integration.
Kordeva Call Center is an all-in-one cloud-based call center software that integrates inbound and outbound call teams. It features tools like KPI management, an interactive voice response system, customizable workflows and dashboards, and integration with CRM systems. The software provides real-time reporting, remote management capabilities, and aims to optimize customer service and boost efficiency for businesses.
Forward is a contact center solution designed to improve business performance from two perspectives: customer experience and company productivity. It includes communications applications like IVR, routing, and chat as well as business applications like CRM, recording, workflows and scheduling. It is a modular and scalable solution that can be implemented on its own or integrated with existing systems. Professional services for implementation, customization, training and support are also offered to ensure projects meet goals.
Is it time to upgrade your existing workforce managementConvergeHub
The document discusses upgrading existing workforce management systems. Newer workforce management software applications aim to be more effective and efficient while being less complex and requiring less time for training and management. These improved solutions offer modules for forecasting, scheduling, real-time monitoring and analytics with easier interfaces to help optimize contact center resource allocation and performance.
ICT eGuide: Switching to cloud phones and UCaaSNiamh Hughes
Business communications systems are not just evolving, they’re being revolutionised. This guide highlights how hosted, cloud based telephony and unified communications systems offers your business competitive edge, streamlining and joining-up communications across devices. Equipping your team with the best communications tools will assist collaboration, operational flexibility, efficiency and productivity, ultimately enhancing client service levels.
Get ahead – or risk being left behind
More than half of Top 100 firms have either recently delivered or are underway with projects to implement key “foundation” technologies, demonstrating how critical IT has become to the sector. PWC Law Firms Survey Report 2019.
The document promotes a cloud-based business application platform called e-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed through a web browser from anywhere. The platform aims to help businesses improve productivity, access real-time information, and gain a competitive advantage through automation and integration of business transactions and customer data.
The document promotes a cloud-based business application platform called E-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed from any internet-connected device through a web browser. Key benefits highlighted include lower IT costs of up to 80% compared to traditional on-premise software, as well as real-time access to business information anywhere and anytime. The platform aims to help businesses improve productivity, automation, and competitiveness.
How Improved Communications Fuel Business GrowthFonality
Many businesses find the key to maximizing their communications in a Unified Communications (UC) solution. UC offers the functionality of the most sophisticated business phone system, with communication tools that help companies make smart decisions faster to gain efficiencies and accelerate growth.
Techseed provides cutting edge communication technologies and customized solutions to help small and medium-sized businesses maximize productivity and reduce costs. They offer hosted PBX and VoIP phone systems, SIP trunking, virtual auto attendants, unified communications, and API integrations. Techseed's reliable and scalable cloud-based platforms are easy to use, feature-rich, and future-proof.
Next gen tech for business and telecom service providers, Raman Singh, CloudC...Alan Quayle
Next gen tech for business and telecom service providers
Raman Singh, Chief Innovation Officer, Cloud Connect
CloudConnect is a DOT Licensed Virtual Network Operator offering a lot more than just India’s first PBX on Mobile for SMBs. CloudConnect gives you the advantage of a comprehensive, and secure mobile-first Business Communication Systems which include cloud PBX system, Business IP phone service, and Unified Communications and Collaboration for small businesses.
This presentation will cover:
Emerging trends: How CloudConnct can help
CloudConnect’s offerings
UCaaS:sensible, effective, and immediately deployable
Customization, verticals, and ecosystem
CloudConnect platform Architecture
Product overview and unique value
Omni-Channel and voice bot examples
Auto-config, auto scaling, self-healing
Email & Mobile Marketing is available with a Campaign Commander solution by Emailvision.
Campaign Commander enables automation of online marketing activities to significantly increase the relevance and profitability of marketing and emailing campaigns.
Email subscriber information that’s linked to the Microsoft Dynamics CRM produces a bi-directional data flow of important customer metrics that helps marketers improve subscriber segmentation and helps sales teams to drive greater lead generation.
Modern cloud communications provide businesses with scalable and affordable phone systems that support remote work and BYOD trends. Some key benefits of cloud communications include:
1) Improved communications that enable remote work and BYOD while maintaining excellent customer service through features like virtual auto attendants.
2) Scalable services that grow with the business and allow adding or reducing features on demand without long-term commitments or hardware costs.
3) Lower overall costs of up to 40% compared to traditional phone systems which require expensive hardware and line costs.
At Ben FZE, we know that time-to-market is critical and therefore, complement the technical aspects of our high-performance products with world-class expertise and exceptional customer service. We work closely with our customers to ensure that the cost and time of development is as low as possible. Because communications networks are so mission critical, our best of the breed solutions that goes into networking equipment live up to high standards of reliability, availability and serviceability.
Top Features to Look for in a Cloud Call Center Software: Enhance Your Custom...Telerain Philippines
In the fast-paced business landscape, delivering exceptional customer support is paramount to building a loyal customer base. Cloud call center software equips businesses with the tools to efficiently handle inbound and outbound communications, ensuring seamless customer interactions. Whether you run a small business or a large enterprise, choosing the right cloud call center software is critical for maximizing the productivity and providing top-notch customer service. A well-equipped cloud call center software holds the potential to revolutionize your customer support operations, streamlining inbound and outbound communications for maximum efficiency.
The document discusses preparing budgets for a transition to cloud-based business communications solutions in 2012. It outlines three key questions to consider when preparing a budget: 1) How to reduce unproductive investments and focus capital on business growth opportunities rather than infrastructure, 2) Where to focus management attention on growing the business rather than underlying technologies, and 3) How to ensure flexibility to adapt to changing business conditions. Cloud-based solutions offer savings of up to 40% while increasing flexibility and reducing management overhead.
Avhan provides cloud-based contact center solutions to help enterprises meet the challenging communication demands of the digital era. Their solutions offer unified systems across multiple locations with innovative and integrated solutions for effective communication over multiple channels. Avhan understands the changing customer behaviors and challenges organizations face in customer experience delivery, and enhances business capabilities through technology that can help businesses adapt to these demands.
Similar to Manage business communications with SAP (20)
Organizations and workers were thrust into a transformational change that left both work and home environments in a state of chaos. The need to understand the impact of the shift from the traditional workplace to a hybrid world provides you with the opportunity to realign and navigate how we work.Traditional work/life balance strategies will need to shift to a more integrated lifestyle to support the hybrid working model.
11 Feb 2021 10:00 am - 11:00 am
As most of us believe AFRICA IS CALLING indeed – it’s bunker down time for our contact centre operations to get better getting right what we do so that it’s portable and transportable across the continent. And that absolutely starts with getting our people ‘right’ first
2020 will be remembered as a somber year when the world changed, right in front of our eyes – week to week, month to month and lockdowns to unlocking. The BPO industry’s response was rapid and the collaboration of various public, private and governmental players was nothing short of noteworthy. It is also the year when South Africa ranked 2nd most favoured offshore destinations of the year. As we come back slowly to the new normal, we need a winning strategy to take us to the next level of service delivery for clients across the world. This will have to be a strategy of taking the South Africa customer experience ‘to the world’ while the world cannot visit (fully) due to the pandemic. This is OUR time.
1. The document discusses high impact learning models and skills development strategies including the HILL model, CK Connect solution, and endorsing CCMG professional designations.
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3. CK Connect is a high impact learning solution. Professional status with CCMG can be achieved through a 6 phase roadmap including needs analysis, defining team and company objectives, and CCMG accreditation.
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The document introduces Plantronics Manager Pro, a headset management solution. It provides 3 use case scenarios where Plantronics Manager Pro helped organizations address challenges around customer experience, regulatory compliance, and managing inventory. The document also summarizes key features like asset management and analytics reports, call quality analytics, and health and safety monitoring. It concludes with a quick tour of the dashboard and analytics capabilities of Plantronics Manager Pro.
The document summarizes the evolution of contact centers from in-person and mail-based customer service to modern digital channels and automation technologies. It notes that while automation has improved efficiency, there is a risk of poor customer service. To survive the future, contact centers must focus on complex problem solving and advanced communication skills for human agents, rather than just bulk processing. Representatives are advised to advocate for the changes needed to balance human and machine roles and stay relevant in the industry.
The document discusses how technology is changing what it means to be human and impacting Maslow's hierarchy of needs, with physiological needs now addressed through mass production and entertainment, safety and belonging met through social media but also causing loneliness, and self-actualization pursued through virtual experiences and charitable acts online. It also examines the societal impacts of individualism, extremism, dysfunction, and a polarized "bubble reality" in a digital world.
This document compares and contrasts augmented reality and virtual reality. It defines augmented reality as overlaying digital information on the real world, while virtual reality creates simulated, interactive 3D environments. The document lists industries that have adopted AR/VR like engineering, design, and medical. It also discusses challenges like user interfaces and hardware capabilities. Finally, it presents examples of how companies can use AR/VR technologies for remote expertise, workflows, and warehouse picking.
The documents discuss the balance between AI and human workers. By 2021, AI assistants are forecast to handle 85% of customer service queries at just 10% of the cost of live agents. However, humans still provide skills like empathy, ethics and complex decision making that AI cannot replace. When used as augmentation rather than replacement, AI can help humans perform tasks faster and improve outcomes. An experiment found that including AI bots in a coordination game improved overall human performance, particularly during difficult tasks. For the future, organizations must view digital transformation as both a technology and people journey to create new jobs and reskill employees as roles evolve with new technologies.
In-terms of BBBEE Requirements, every company seeking to earn BBBEE Points for Procurement, should establish a Procurement Standard for itself, based on its interpretation of the BBBEE Code and apply that standard to Suppliers.
This document discusses the Film and Publication Bill in South Africa, which aims to regulate online content through the Film and Publications Board. Some key points:
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As you work to complete your awards entry, keep in mind the Hero’s journey and use the steps as your plan. The deadline is looming but the light at the end of the tunnel is you, the hero, showing the way with your light sabre.
Policy and Criteria for Recognising a Professional Body and Registering a Professional Designation for the Purposes of the National Qualifications Framework Act, Act 67 of 2008
As one of the Shared Services, Learnerships provide valuable BBBEE points.
Join us at an online CCMG Knowledge Sharing Event on understanding & applying 12h as a CCMG EA activity. This information session is for members of the CCMG, who can earn 1 CPD point for attendance.
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The stages of the hero's journey are outlined, beginning with the call to adventure and ending with the hero's return. The document then provides examples of stories that follow some of the stages, such as The Maze Runner, The Hunger Games, and Kung Fu Panda. It concludes by stating that many stories only include a few of the stages.
This document discusses the role and purpose of professional bodies. It argues that professional bodies serve to ensure the competence and ethical conduct of practitioners through professional designations that require ongoing training, a code of conduct, and accountability. They provide advantages to both the public, who can be assured of a practitioner's qualifications, and to authorities, who have a single accountable partner. Professional bodies also contribute to performance management, lifelong learning, and transformation in the workplace by managing continuous professional development opportunities. They are positioned to lead branding efforts and play a key role in rating and developing sectors of the economy.
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1. SAP Solution Brief
SAP Customer Relationship Manage Business
Management
CoMMuniCations
Build StRongeR MARketing,
SAleS, And SeRviCe
SAP® Business Communica-
tions Management software
provides a multichannel,
all-iP communications plat-
form that organizations can
use to deploy iP telephony People, processes, knowledge, and cesses with the SAP Customer Rela-
contact points may be scattered across tionship Management (SAP CRM) appli-
for everyone who needs it, geographies, functions, and organiza- cation. these processes can help you
including telemarketing tions. executing effective marketing, more effectively manage your resources
sales, and service programs requires a for marketing, sales, and service. By
experts, customer service solution that can seamlessly manage more easily leveraging expertise through-
agents, switchboard opera- and coordinate communications, both out your organization and monitoring
inside and outside the organization. your customer-facing operations in real
tors, office workers, mobile time, you can significantly improve your
experts, and their managers. All too often, however, customer-facing internal performance across multiple
communications are rigid and hardware locations and communications channels.
based. this can make it difficult and
expensive to organize customer service Route Inbound Contacts Based
and telemarketing programs that re- on Customer Need
spond to customer needs. it can also
make it hard to create a competitive SAP Business Communications
advantage that leverages the unique Management provides comprehensive
expertise that exists across your organi- support for inbound contact centers –
zation – from the field to your corporate especially those that are spread across
headquarters and manufacturing plants. multiple sites and serve multiple contact
executing an effective communications channels. intelligent routing ensures
strategy becomes even more difficult that your customers reach the people
as customers seek real-time contact who can best address their needs.
through text messaging, e-mail, and the the software provides unified queuing,
Web. prioritizing, and routing of all contacts –
including contacts by telephone, e-mail,
delivering an effective multichannel fax, voice mail, text messaging, and
customer experience used to mean a the Web.
complicated process of integrating
communication hardware and software Web-based tools support your service
from multiple vendors – and then build- agents, supervisors, and contact center
ing a bridge between these components managers wherever they are. Mobile
and your customer relationship manage- users can access contact-center
ment applications. today’s challenges queues from any internet-connected
require a more comprehensive solution. computer, any standard telephone, or
any mobile device. A customer inquiry
SAP® Business Communications Man- that reaches a service agent’s desktop
agement software offers a more seam- is accompanied by customer-specific
less approach by helping you create information and an interaction history.
communication-enabled business pro- Access to this information increases
2. location or in the field. With this sup- Manage Communications Across
port, your organization can respond Your Enterprise
immediately and effectively to a wide
range of customer requests. SAP Business Communications Man-
agement can serve as the foundation
Centralize Outbound Marketing for communication-enabled business
Campaigns processes across your enterprise. the
standards-based software is scalable
Successful telemarketing and sales and works either as an in-house solu-
efforts require efficient and effective tion or as a hosted service.
tools for campaign planning and execu-
tion. SAP Business Communications the software can support a wide range
Management gives you greater control of users – customer service agents,
first-time resolution rates and reduces over your telemarketing processes and office workers, and mobile specialists –
the need for consultation and transfers. makes it easier to adjust those process- as well as their managers. users can
the combined functions of SAP Busi- es as your needs change. the software communicate and access communica-
ness Communications Management combines disconnected or dispersed tions controls from any network-
and SAP CRM help you route inbound telesales initiatives into a single net- connected computer or mobile phone
worked operation that minimizes unpro- around the world. You can extend en-
ductive tasks. You get a full-fledged terprise communications functionality
By replacing your communica- solution for a virtual iP-based contact to standard third-party PBX extension
tions hardware with a software- center that can improve the perfor- phones, home phones, or mobile
mance and quality of your telemarket- phones. the advanced communications
based solution, SAP Business ing programs. functionality accessed through these
Communications Management devices is controlled via a local
the integration of SAP Business internet-connected computer with a
can help you make your staff Communications Management with softphone application. SAP Business
more effective with customers SAP CRM makes it easier to design Communications Management sup-
telemarketing campaigns and roll them ports an integrated telephony platform
and lower your total cost of out as a single program that combines that enables multichannel communica-
ownership. multiple sites and sales organizations. tions – both within your enterprise
in addition, with this combination, you and with prospects, customers, and
can segment your audience, set up partners outside your organization.
calls to the service people who can reminders, take orders, manage con-
most effectively answer customer tacts, and make sales calls from the Add Reporting and Interactive
questions and resolve issues. Service road. And the ability to deploy out- Voice Response
agents can verify the availability of bound and inbound contact-center
relevant experts from across your functionality as a single solution lets A reporting option with online analytics
organization and conference them in. you switch agents automatically from lets you monitor and manage your
And they can route contacts to other outbound to inbound activities as you communications in real time. this gives
personnel who might be appropriate – reach predefined contact volumes or you the flexibility to adapt your
whether they are located in a fixed service levels. communication-enabled business pro-
3. cesses based on performance and efficient and effective execution of mar- Unify Your Business and
results. Analytics functionality in keting, sales, and service activities. Communications Processes
SAP Business Communications the software helps you better manage
Management fully integrates with and coordinate customer interactions SAP Business Communications
SAP CRM to support blended analytics and improve the performance of your Management can help you integrate
and a combined operational and business sales and service organizations. You the people, processes, and knowledge
view of your marketing, sales, and ser- can better leverage your corporate in your organization across multiple
vice activities. expertise to solve customer problems. geographies and organizations to serve
You can learn where your marketing, your customers more effectively. You
An interactive voice response option sales, and service roadblocks are and can make the right people, knowledge,
provides an automated channel for find the means to fix them. and technology available across all
responding to customer inquiries or customer-facing processes – creating a
gathering information for intelligent con- key advantage over your competitors.
tact routing. Customers can respond to
Gain an advantage over your
various choices via touch tones, obtain competitors and serve your cus-
and leave information, or be routed to the
appropriate service agent.
tomers more effectively by mak-
ing the right people, knowledge,
Tap State-of-the-Art Technology
and technology available across
SAP Business Communications all customer-facing processes.
Management is built on industry-
standard technology and includes tools
to ensure high levels of security. it SAP Business Communications
works with both fixed and wireless net- Management gives all customer-facing
works and can be integrated with other employees access to the same infor-
telephony and it systems. Because mation and comprehensive communi-
SAP Business Communications Man- cations tools – making your staff more
agement includes functionality for fixed effective. By helping you decrease
and mobile telephony, you can switch response times and improve overall
all telephony extensions within your service, the software can increase cus-
business domain – including mobile tomer satisfaction and loyalty. By re-
devices – to an all-iP solution at the placing communications hardware with
pace you prefer. a software-based solution, SAP Busi-
ness Communications Management
Reap a Wide Range of Business helps you lower your total cost of
Benefits ownership.
With SAP Business Communications
Management, your organization bene-
fits from integrating its business and
communications processes for more