"SAP Business Communications Management"

Descubra como o SAP Business Communications Management permite integrar as comunicações em todas as formas de contato, incluindo voz, texto, bate-papo e email. Aprenda também a gerenciar as comunicações recebidas e enviadas, e a atender com eficiência as.

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  • http://global.sap.com/demos/mmov/demos/sap-business-communications-management-mobilizing-your-sales-and-service-workforce-demo-us.mp4
    • SAP Business Communications Management: mobilizing your sales and service workforce. This demonstration shows how SAP Business Communications Management allows you to integrate communications across all avenues of contact, including voice, text, chat, and e-mail; manage inbound and outbound communications; and efficiently meet customer needs. Enabling you to improve communications among customers, suppliers, and partners; give customers a consistent experience across multiple interaction channels; and optimize marketing, sales, and service. Integrate communications across all customer interaction channels. Martin Schumann is a service technician for Contract Service Corporation. He's been issued a smart phone that can access the call center of OEC Telecom, one of his company's service customers. SAP Business Communications Management allows him to log in to the call center. The software takes advantage of voice-over-IP technology. Once Martin is logged in, all call-center agents assigned to his call queue will see that he's available. Martin can also set his availability so that calls that require his particular skills will be routed to him. Manage inbound and outbound communications. Kirsten Miller is a call-center agent for OEC Telecom, a provider of wireless phone service. She uses SAP CRM to manage inbound and outbound communications with customers. SAP Business Communications Management enables computer-telephony integration, or CTI, directly within her SAP CRM application. Kirsten receives a call from Bill Jordan of Earthshaker Corporation, a key customer. Bill's call is handled by the built-in interactive voice response, or IVR, tool in SAP Business Communications Management. Press 1 for hardware.Press 2 for software. The IVR enables OEC Telecom to route calls to the appropriate queue, using skills-based routing functionality. SAP CRM automatically generates a "screen pop," populating Kirsten's screen with the caller's profile. She can see instantly that he's having a hardware problem and that his account is handled by a subcontractor, Contract Service Corporation. Bill explains that he's getting complaints about data services not working from his company's cell tower in Denver. Kirsten offers to connect Bill with an available service technician in the affected area. Efficiently meet customer needs. Martin, the service technician, gets a call from the OEC Telecom call queue. Kirsten explains the situation to Martin and then connects him with Bill. Martin collects the relevant information from Bill, including the location of the cell tower. He then updates his availability to show that he's not available while he resolves the customer's problem. SAP Business Communications Management enables you to improve communications among customers, suppliers, and partners; give customers a consistent experience across multiple interaction channels; and optimize marketing, sales, and service.
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