simplified call center integration for sap customers

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Simplified Call Center Integration

George Chen Cisco Advanced Services

May 15th, 2013

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

Ed Thompson – Gartner VP

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•  Phone

•  Instant Message / Web Chat

•  Email

•  SMS

•  Text

•  Forums

•  Social Media

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Telephony Integration is complex and expensive

I need a separate IT team to manage CTI and Integration

New communication models will require additional software, integration and infrastructure

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Cisco UCS with Intel® Xeon® processors

What if I had integrated call center via software?

and this was my infrastructure…

Cisco UCS with Intel® Xeon® processors

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Data Center

Cisco Collaboration Jabber/WebEx/CEBT/VXI

Borderless Networks Security/Mobility/Video

Drive new value-based Business models and Use Cases

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•  Provide enhanced customer interaction capabilities

•  Standard SAP CRM Call Center Integrations with Jabber

•  Simplified infrastructure to support Call Center and Data Center applications and operations

•  Reduce cost, while driving new features and channel interaction capabilities

•  Drive resiliency and increased availability

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Data Center (UCS / Nexus)

Unified Collaboration

Cisco IT Process Automation

Unified SAP

Solutions

Security

Network

Cisco UCS with Intel® Xeon® processors

Thank you.

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