sap business communications management (sap bcm)

SAP Business CommunicationsManagement (SAP BCM)Detailed View - Architecture

SAP BCM version 6.0

12th of June 2008

© SAP 2008 /

1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples

Content

© SAP 2008 /

SAP Business Communications ManagementStand-alone functionality map

Inboundcontact centers

Personaltelephony

Mobilecontact centersand telephony

Outbound contactcenters

Unified Contact Routing

IVR and Voicemail Services

Online Monitoring, Reporting and Analysis

Centralized Management and Administration

Directory and Presence Services

Voice Logging

Corporate communication services

Sol

utio

n ca

pabi

litie

s

© SAP 2008 /

Inbound Contact centerUnified routing increases first time contact resolution

BCM communication channels

voice e-mail fax SMSweb

Increase first time contactresolution with unified contactrouting based on businessdata in CRM – matched withemployee skills and availability.

CRMbusinessdata

Agentskills

Agent availability

BCM user types

Agents andsupervisors

Mobilespecialists

Remoteagents

Corporatetelephony users

Fieldworkers

Travelingexperts

Automatedservices

chat

© SAP 2008 /

Customer

SAP Business Suite

SAP CRM

SAP Business Communications ManagementOut-of-the-box integration with SAP CRM

SAP BCM SAP CRMInteraction

Center

SAP BW /Analytics

Marketing

Sales

Service

Accounting

Logistics

…

SAP BCM offers customers a range of contact channels and providesunified routing and queuing with integration to SAP CRM Interaction Center

ReportingIntegration


Personaltelephony


Outboundcontact centers






Voice Logging

Corporate communicati on services

Solu

tion

capa

bilit

iesContact

ChannelsContactRouting

Interaction andCommunications

© SAP 2008 /

Out-of-the-box integration functionality withSAP CRM Interaction Center

SAP BCMsoftphone behind

the CRM ICtelephony toolbar

Contact channelsand routing logic,

monitoring,reporting and

management inSAP BCM platform

User interface

BCM Server

BCMcommunicationstatistics alsoavailable via

SAP BW /Analytics

SAP BW

BW /Analytics

BCM communication statistics are feed up toSAP BW / Analytics.

SAP BW / Analytics

© SAP 2008 /


Content

© SAP 2008 /

SAP Business Communications Management (BCM)Platform architecture example

AccessNetwork

Telephone network(PSTN, Mobile, IN) Internet

Customercommunicationchannels

Phone E-mailFax Sms

VoIP gateways andSAP BCM platform• On-premise• Or On-Demand

Hosted Service

Office LAN

SIP or H.323VoIP Gateways Firewall

Server roomLAN

SAP BCMSQL DB srv

SAP BCMApplication srv

CRM, ERP,etc. servers

IPIP GSM/GPRS,3G, WLAN

Softphoneusers

Communicationmobile client

(CMC)users

IP deskphone(SIP) users

Remoteusers using

PSTN connectedphone

IP

Managerand

reportingusers

Corporatedata network

Corporatee-mail srv

SAP BCMIIS srv

E1/T1/J1

Web form

SAP BCM clients/terminals1. Managers & reporting users

(browser based UI’s)2. Softphone users (browser based)3. CMC mobile users4. IP hardphone users5. Remote and 3rd party

telephone users

Chat

© SAP 2008 /

SAP Business Communications Management (BCM)Platform architecture example

AccessNetwork

Telephone network(PSTN, Mobile, IN) Internet


Phone E-mailFax Sms

VoIP gateways andSAP BCM platform• On-premise• Or On-Demand

Hosted Service

Office LAN


Server roomLAN

SAP BCMSQL DB srv

SAP BCMApplication srv



Softphoneusers


(CMC)users


Remoteusers using

PSTN connectedphone

IP

Managerand

reportingusers


Corporatee-mail srv

SAP BCMIIS srv

E1/T1/J1

Web form



telephone users

Chat

1. Customer callse.g. Help Desknumber

2. Call arrives to VoIP2. Call arrives to VoIPGateway whichsend SIP signalingmessage to BCMsoftware

3. BCM locates freeagent and sendsSIP signalingmessage back toVoIP Gateway

4. VoIP Gatewayroutes RTPstream to definedIP address

5. User answers thecall using browserbased softphone(with USB headset)

© SAP 2008 /

SAP BCM software technical infrastructure

PSTN and Internetconnectivity

PSTN connectivity via standard based Voice over IP (VoIP) GatewaysFrom VoIP Gateway vendors such as AudioCodes and CiscoVoIP Gateway transform PSTN call as IP call and vice versaConnects to PSTN via E1/T1/J1 and to BCM software via SIP or H.323

Internet, Intranet and e-mail connectivitySAP BCM is typically deployed as pure Intranet application with no connection toInternet due to security reasonsE-mails are retrieved and sent via 3rd party e-mail server (IMAP4 mailbox)

Corporate datanetwork

TCP/IP Ethernet network (LAN / WAN)

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 recommendedwhich requires ~120 Kbit/sec data bandwidth. Once call is routed from queue toagent, codec is changed to G.729

SAP BCM softwareserver hardware

Microsoft Windows 2003 Server operating system

Microsoft IIS Web Server version 6

Microsoft SQL 2005 Server Database

© SAP 2008 /

SAP BCM software technical infrastructurecontinues…

Clients andterminals

PC desktop clients (softphone users)Windows XP or Vista workstation with Internet Explorer 6.0 / 7.0 browserSoundcard and free USB port for USB headset or handset connection

Other clients and terminalsDesktop 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 partyhardware andsoftware

Fax server for fax to e-mail conversion or vice versa

SMS Gateway for SMS to e-mail conversion or vice versa

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

http://www.sytelco.com/

© SAP 2008 /


Content

© SAP 2008 /

SAP BCM key software components (1/2)

CEM, Contact EventManager

Unified contact routing logicIncludes 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 RoutingService

Audio treatment services: Queue music, announcements, IVR prompt playing, serverside recording, NAT (network address transformation) support

HAC, High AvailabilityController

High Availability software controller for SAP BCM primary and secondary softwareprocesses

Data Collector Single instance to collect all statistic events in BCM systemCollect and transmit event data from operative databases for monitoring and reportingAbility to protect / unprotect data related to data privacy regulationsAbility to store BCM system events to external database

CEM and CPMdatabases

CEM database to store all SAP BCM configuration and operational dataCPM (Contact Process Manager) database to store e.g. directory, customer ande-channel management related operational data

Reporting andMonitoring Databases

Reporting statistics database and OLAP cubes for reporting and analysis servicesOnline Database statistics for agent and monitoring real time UIs

© SAP 2008 /

SAP BCM key software components (2/2)

FB, Federation Bridge Bridge to interconnect with other SAP BCM systems or telephony platforms usingVoIP connectivity

CH, Channel Handler Interface between e-mail server and CEM process (e-mail read /send process)

Chat Server and ChatPortal Server

Chat portal server for communicating with chat clients (thru chat portal interface)Chat Server for contact center agent chat functionality

External terminalcollector

Unifies IP desk phone functionality to enable better control of SIP based IP desk phones(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 baseduser interfaces (UIs)

© SAP 2008 /

SAP BCM SERVERS

SAP BCM software architecture

Mobile agent

Internet chatweb server (or

equivalent)

Customer

PSTN

Internet

Administrator Deskphoneuser

Corporateemail server

Call (voice)

IVREmail

Chat

GSM/3G

Contact CenterAgent

Office LAN

Dat

a C

ente

r LA

N

Firewall

Firewall WDU

CEM_RMONCPMCEM

SIP bridge

H.323 bridgeCEM

Connectionserver

Calldispatcher

Mediarouting

srvr

Chatserver

Federationbridge

WebServer(admin)

WebServer(client)

Integrationinterfaces

OII

etc.OMI

DataCollector

Externalterminal

controller

Chat portalserver

CC, IVR,and PBX

logic

Emailchannelhandler

WebServer

(internal)

Web servers

High-Availabilty Control Process

SIP/H.323gateway

© SAP 2008 /

SAP BCM SERVERS

SAP BCM software architecture(call routing example)

Mobile agent

Customer

PSTN

Internet



Call (voice)

IVREmail

Chat

GSM/3G

Contact CenterAgent

Office LAN

Dat

a C

ente

r LA

N

Firewall

Firewall WDU

CEM_RMONCPMCEM

SIP bridge

H.323 bridgeCEM

Connectionserver

Calldispatcher

Mediarouting

srvr

Chatserver

Federationbridge

WebServer(admin)

WebServer(client)


OII

etc.OMI

DataCollector

Externalterminal

controller

Chat portalserver

CC, IVR,and PBX

logic

Emailchannelhandler

WebServer

(internal)

Web servers


SIP/H.323gateway

2. New call request messageis sent through SIP/H.323Bridge to CEM process,call statistics are stored toCEM DB

3. CEM queue routing rule isactivated. No agents arefree so CEM commandsMRS to play queue musicand prompts

4. Free agent is found and routingdecision is made. Control message issent to Web Srv to set softphone incall ringing state

5. Once agent answers the call viasoftphone, message is routed back toCEM process via Web Srv.

6. CEM commands Gatewaythrough CD and Bridge to routeRTP stream to agent workstationIP address.Call is established.

1. VoIP Gatewayreceives a newcall to customerservice number


equivalent)

© SAP 2008 /

Agentworkstation

Signaling = 2k / call G729 = 40 kbits/s (voice call)

Load Task list ~15-25 KBytePick / open Task ~20-35 KByteSave ~10-20 KByteeMail handling ~40-50 KByteeMail sending afterwork ~ 5 KByte===================================Total ~100-200 KByte

Note you can save multiple times and there is 2 free textareas 8000 char each. + ~8-20KByte / infocard load orsave.100-200 Kbytes = 1000-2000MbitsTask length ~120sec1000000 - 2000000/120 = 16666 = 8-16kbits/s

G711 = 120 kbits/s(queue music prompts)

Data bandwidth requirement overview

PSTN

SAPBCM

VoIPGW

Recording

G711/8 = 15kbit/s

External storage server

© SAP 2008 /

SAP BCM SERVERS

SAP BCM software architecture(push email routing example)

Mobile agent

Customer

PSTN

Internet



Call (voice)

IVREmail

Chat

GSM/3G

Contact CenterAgent

Office LAN

Dat

a C

ente

r LA

N

Firewall

Firewall WDU

CEM_RMONCPMCEM

SIP bridge

H.323 bridgeCEM

Connectionserver

Calldispatcher

Mediarouting

srvr

Chatserver

Federationbridge

WebServer(admin)

WebServer(client)


OII

etc.OMI

DataCollector

Externalterminal

controller

Chat portalserver

CC, IVR,and PBX

logic

Emailchannelhandler

WebServer

(internal)

Web servers


SIP/H.323gateway

2. Channel Handler process reads new message e.g.every 30 seconds. CEM process stores new e-mail toCPM DB. CEM can request CH to send automatedresponses if determined in routing rule.

3. CEM server locates free agentand sends routing request messagefor Web Server

4. Web Srv fetches e-mail fromCPM DB and screen pop-up’sagent UI with new e-mail

5. Agent compiles answer e.g. usinganswer libraries. Once answer isready, agent sends the e-mailresponse for the customer. Web Srvstores the response to CPM DB

6. CEM requests ChannelHandler to send response to e-mail server which sends it tocustomer


equivalent)

1. New e-mail arrivesCorporate e-mailserver (IMAP4)

© SAP 2008 /

SAP BCM SERVERS

SAP BCM software architecture(web chat routing example)

Mobile agent

Customer

PSTN

Internet



Call (voice)

IVREmail

Chat

GSM/3G

Contact CenterAgent

Office LAN

Dat

a C

ente

r LA

N

Firewall

Firewall WDU

CEM_RMONCPMCEM

SIP bridge

H.323 bridgeCEM

Connectionserver

Calldispatcher

Mediarouting

srvr

Chatserver

Federationbridge

WebServer(admin)

WebServer(client)


OII

etc.OMI

DataCollector

Externalterminal

controller

Chat portalserver

CC, IVR,and PBX

logic

Emailchannelhandler

WebServer

(internal)

Web servers


SIP/H.323gateway

2. Chat web server sends the chatrequest to BCM Chat portal server,from which the Chat server routes thechat event to CEM for routing.


equivalent)

1. Customer initiates achat session fromCompany’s web page

3. CEM selects available agentand initiates to Chat server tostart the chat session.

4. Agent accepts the chatrequest and initiates the chatsession with chat server.

5. Chat is initiated

6. The chat contents arestored on CPMdatabase and the chatevent is stored on CEMdatabase for monitoringand reporting.

© SAP 2008 /

1. SAP Business Communications Management overview2. Deployment Architecture3. Software Architecture4. Multi-tenancy and Hosting5. High Availability6. Integration Interfaces7. Phased Deployment8. Summary9. Appendix – user interface examples

Content

© SAP 2008 /

SAP BCM On-Demand Hosted Service concept

PSTN/IN 1 InternetPSTN/IN n

Data Carrier 1 Data Carrier n

Head-quarter

Branchoffices

Fieldengineers

Remoteusers


Customer 1

Head-quarter

Branchoffices

Fieldengineers

Remoteusers


Customer n

DataCenter n

DataCenter 1

HighAvailability

SAP BCMOn-DemandHosted ServiceData Center

On-DemandHostedServicesCustomers


AccessNetwork

Phone E-mailFax Sms Web formChat

© SAP 2008 /

SAP BCM multi-tenancy overview

SAP BCMmulti-tenancyoverview

Multi-tenancy is multi-customer conceptShare single BCM platform for multiple customers useCustomers utilize same SAP BCM server hardware, software andVoIP Gateway capacity

Typical customer cases for multi-tenancyService Providers offering On-Demand Hosted Service orSoftware as a Service (SaaS)Enterprises looking for single system that can be deployed todivisions / departments according to their need

Hosted / managed e.g. by internal IT department

Customer benefits On-Demand Hosted Service CustomersMinimized up-front investments

Fast deployment

Pay as you use

Hosted Service Service ProvidersUtilize 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 /

Insight into Multi-Tenant SAP BCM HostedData Center

AccessNetwork

Telephone network(PSTN, Mobile, IN)



Server roomLAN

SAP BCMSQL DB cluster

SAP BCMApplication srvs



Corporatee-mail srv

SAP BCMIIS srvs

E1/T1/J1



telephone users

SAP BCMOn-DemandHosted ServiceData Center

Phone E-mailFax Sms Web formChat

Internet

Office LAN


Softphoneusers


(CMC)users


Remoteusers using

PSTN connectedphone

IP

Managerand

reportingusers

© SAP 2008 /

Win 2003 Server OS, MS 2005 SQL Server and MS IIS

SAP BCM Multi-Tenant ArchitectureSchematic view of a single server system

Customer 1 services

HAC (High Availability Controller)

Customer 2 servicesApplications

CEM

CD

Bridge(s)

MRS

IP address 1.1Web Server

WC

IP address 1.2

File storage

SQL Instance 1

CEM DB

CPM DB

Customer 1data network

Customer 2data network

VirtualIP Address 1

VirtualIP Address 2

File storage

Applications

CEM

CD

Bridge(s)

MRS

IP address 2.1

Web Server

WC

IP address 2.2

File storage

SQL Instance 2

CEM DB

CPM DB

File storage

© SAP 2008 /

SAP BCM multi-tenancy details

Virtual Unitconcept

SAP BCM multi-tenancy is based on Virtual UnitsSingle 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 toHosting Data Center (e.g. 2 Mbit / sec line)

Virtual UnitApplications

Applications shares one Virtual Unit to multiple logical entitiesFor example separate departmental /organizational units from each others

Each Application has own users and statisticsFor example each department has their own reports

Resource sharing between Applications is easyCustomer contacts can be easily routed across applications and users

IP Communitiesconcept

Enable BCM customers to cooperate with each othersRoute 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 /

SAP BCM multi-tenancy deployment examples

PSTN

SIP / H.323VoIP GW

LAN

SingleServer

Example 1 Example 2

Single server:• Win 2003 OS• MS SQL 2005 DB• MS IIS Server• SAP BCM software

(complete)

PSTN

LAN

PSTN

SIP / H.323VoIP GW

1 2 3 4 5 6

Server 1 (Core system server):• Win Srv OS & MS IIS• VU_HAC_1

• HAC• VU_Core

• CEM server• Chat server

• VU_Terminals_1• Connection server• External terminal controller• SIP Bridge (ETC)

• VU_COM• Communications server• SMS server

• VU_Internal• Web server• Data Collector• Internal web services

Server 2 (Bridge server):• Win Srv OS & MS IIS• VU_HAC_2

• HAC• Alarm server

• VU_PSTN_1• SIP & H.323 bridge• Media routing server• Prompts

• VU_CORE (backup)• VU_COM (backup)• VU_Web_admin (backup)• VU_Web_user (backup)• VU_Integration (backup)• VU_Terminals_2 (optional)• VU_Internal_2 (optional)

Server 3 (End user interface server):• Win Srv OS & MS IIS• VU_HAC_3

• HAC• VU_Web_admin

• Web server• Web admin tools

• VU_Web_user• Web server• Web clients• Reporting web clients

• VU_Integration• Web server• Integration interfaces• Chat portal server

• VU_PSTN_2 (optional)

Server 4 (DMZ server):• Win Srv OS & MS IIS• VU_DMZ

• Internet chat client

Server 5 (Database server):• Win Srv OS & MS IIS & MS SQL• VU_DB

• CEM database server• CPM database server

Server 6 (Reporting server):• Win Srv OS & MS IIS & MS SQL• VU_Reporting

• Reporting database server• VU_Web_Reporting

• Web server• Standard reports

© SAP 2008 /

SAP BCM multi-tenancy deployment examples

Example 2

PSTN

LAN

PSTN

SIP / H.323VoIP GW

1 2 3 4 5 6

Server 1 (Core system server):• Win Srv OS & MS IIS• VU_HAC_1

• HAC• VU_Core

• CEM server• Chat server

• VU_Terminals_1• Connection server• External terminal controller• SIP Bridge (ETC)

• VU_COM• Communications server• SMS server

• VU_Internal• Web server• Data Collector• Internal web services

Server 2 (Bridge server):• Win Srv OS & MS IIS• VU_HAC_2

• HAC• Alarm server

• VU_PSTN_1• SIP & H.323 bridge• Media routing server• Prompts

• VU_CORE (backup)• VU_COM (backup)• VU_Web_admin (backup)• VU_Web_user (backup)• VU_Integration (backup)• VU_Terminals_2 (optional)• VU_Internal_2 (optional)

Server 3 (End user interface server):• Win Srv OS & MS IIS• VU_HAC_3

• HAC• VU_Web_admin

• Web server• Web admin tools

• VU_Web_user• Web server• Web clients• Reporting web clients

• VU_Integration• Web server• Integration interfaces• Chat portal server

• VU_PSTN_2 (optional)

Server 4 (DMZ server):• Win Srv OS & MS IIS• VU_DMZ

• Internet chat client

Server 5 (Database server):• Win Srv OS & MS IIS & MS SQL• VU_DB

• CEM database server• CPM database server

Server 6 (Reporting server):• Win Srv OS & MS IIS & MS SQL• VU_Reporting

• Reporting database server• VU_Web_Reporting

• Web server• Standard reports

VU1VU2VU3

Customer 1 (Virtual Unit 1)- 90 agents- 60 voice channels- BCM High Availability



Capacity is scaled up by addingVOIP gateway and Serverhardware and by distributingSAP BCM Virtual Unit softwareprocesses across servers

© SAP 2008 /


Content

© SAP 2008 /

SAP BCM High Availability (HA)

High Availability(HA) overview

High Availability Controller (HAC) softwareAbility to install backup process for primary BCM software processesFlexible m + n hardware deployment scenarios (m production, n backup)Monitoring primary and backup process statusesProvide automatic recovery mechanisms in case of failuresProvide manual process state switching for planned service work

Every Virtual Unit can have own kind of HA implementationEnables flexible and cost effective High Availability deploymentsEnables Hosted Service Providers to meet customer specificService Level Agreement (SLA) requirements

HA functionality HAC process runs in every server running SAP BCM softwareServer can run either primary or secondary processes or both

HAC monitors, alarms and logs changes in BCM software statusesAlarms can be sent as SNMP traps, e-mail or SMS messages

HAC process recovery mechanisms in case of failureIn case of failure, HAC try's to restart process configured amount of timesIf process will not restart, HAC activates secondary process that will take controluntil primary service is again up and runningDepending on failure, service continues normally or short service break will occur

© SAP 2008 /

HA example configuration 1

Core systemserver

Core server backup

Bridge server

Network switch

Bridge server backup

End userinterface server

Database servercluster

Reporting server(cluster)

DMZ server DMZ server(optional)

Network switch

In-house installation with 6 production unitswith recommendation of duplicated networks

© SAP 2008 /

HA example configuration 2

SQLReplication

Data Center I

firewall

Data Center II

Core systemserver

Core server backup

Bridge server

Network switch





Network switch

Core systemserver

Core server backup

Bridge server

Network switch





Network switch

firewall

Two redundant Data Centers backing up each others, static load balancingwith automatic failover between data centers and MS SQL database cluster

© SAP 2008 /


Content

© SAP 2008 /

Terminal adaptation and client side integration

System/server level integration

Cha

nnel

s

SAP

BC

M

SAP BCMdatabase

3rd partycommunication

systems, e.g.Voice Recognition SAP BCM solution role:

Communication ChannelsIntelligent Contact RoutingCommunication UI tools/functionalityContact mgmt monitoring & reportingIntegration methods/tools

MS ActiveDirectory

CRM orERP

Servicemgmt

SAP BCM role with integrations

Chat

Fax

Call

E-mail

Web form

SMS

© SAP 2008 /

SAP BCM integration interfacesInterfaces are based on SIP/H323 (IP to IP), COM (client side) andWeb Services (server side)

Chat

Fax

Call

E-mail

Web form Terminal adaptation and client side integration

System/server level integration

Cha

nnel

s

SAP

BC

M

Client CoreClient Com CMCI

Screenpop-ups

Softphoneembedding

Mobile appsintegration

SRIFB

3rd partycommunicationsystems, e.g.

speechrecognition

SIP/H323

OII TMI RDI ACI

Softphoneembeddingon server

side

Email andtask mgmtintegration

Reportingstatistics

integration

DAI

Admin andmgmt toolintegration

Directoryand

availabilityintegration

ADS MS ActiveDirectory

SMS

Onlinestatistics

integration

OMI

© SAP 2008 /

SAP BCM enables client embedding with yourexisting business process tools and applications

SAP CRM Interaction Centerintegrated softphone

Communication Mobile Client (CMC)running on Symbian mobile terminals

Microsoft Office Outlook 2003 / 2007embedded softphone

3rd party application integrated ortailored softphone

© SAP 2008 /

SAP CRM – BCM server side integration

BCM softphone andCRM Interaction Center

3rd party PBXuser phone Agent Desktop

Phonecall

SAP CRM

Inte

grat

ed C

omm

unic

atio

nIn

terfa

ce(IC

I) BusinessComm.Broker

CRM-Application

Email serveremail

SAP BCM

WebServices

CEM

Onl

ine

Inte

grat

ion

Inte

rface

(OII)Chat web

serverchat

VoIP gateway

3rd party PBX(optional)

Cus

tom

er

© SAP 2008 /


Content

© SAP 2008 /

Migration starting pointFully TDM based telephony platform

E-mail, calendarOther personal infomgmt apps

CRM, ERPOther biz apps

LAN/WAN IP network

PBX network

LocalPBX

LocalPBX’s

SoHo/RAS

Home office Field force

Internet

Headquarters Branch office 1 … X Remote workers

CTI

PRI

PSTN /mobilenetwork

Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

TDM based contact center with proprietary point-to-point CTI integration.Switchboard, PBX extensions and mobile users on multiple sites.

© SAP 2008 /

In-house or hosted service

Migration Phase 1Deploy SAP BCM for contact center operations

LAN/WAN IP network

PBX network

LocalPBX

LocalPBX’s

SoHo/RAS


Internet


PRI

PSTN /mobilenetwork

Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

VoIPGateway



SAPBCM

API

WebServices

IP

Taking over contact center operations. Contact center agents and numbers are removed from PBX andcreated to SAP BCM. Internal calls between SAP BCM and PBX are enabled through VoIP GW. Replaceproprietary CTI with Web Services standard based integrations.

© SAP 2008 /


Migration Phase 2Add switchboard and remote users to SAP BCM

LAN/WAN IP network

PBX network

LocalPBX

LocalPBX’s


Internet


PRI

PSTN /mobilenetwork

Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

VoIPGateway



SAPBCM

API

WebServices

IP

Unify switchboard operations with CC operations and take over remote /mobile usersby removing these users and numbers from PBX and creating them to SAP BCM.

© SAP 2008 /


Migration Phase 3Migrate office and mobile users to SAP BCM at own pace

LAN/WAN IP network

PBX network

LocalPBX


Internet


PRI

PSTN /mobilenetwork

Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

VoIPGateway



SAPBCM

API

WebServices

IP

Gradually replacing PBX extensions and integrating mobile users to SAP BCM by removing these usersfrom PBX and creating them to SAP BCM. All traffic is controlled by SAP BCM, but some uses still oldPBX extension phones (with BCM).

© SAP 2008 /


Migration Phase 4Final state – all users migrated to SAP BCM

LAN/WAN IP network


Internet


PSTN /mobilenetwork

Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

VoIPGateway



SAPBCM

API

WebServices

IP

Old PBX infrastructure fully removed. Converged all-IP business communications.

© SAP 2008 /


Content

© SAP 2008 /

SAP Business Communications Managementcapabilities in SAP CRM

SAP BCM seamlessly integrates communication technologywith customer-facing business processes and systems toimprove customer service and business processperformance – all at lower Total Cost of Ownership

Inboundcontact center

Outboundcontact center

Enterprise-widecommunications

management

It does this by providing a flexible multi-channel, all-IP businesscommunications platform out-of-the-box integrated with SAP CRMInteraction Center

© SAP 2008 /

SAP CRM2007 provides an end-to-end solutionfor customer service contact centers

SAP BCM + SAP CRM2007 = Best Run Customer Service

Customer

SAP Business Suite

SAP CRM

SAP BCM SAP CRMInteraction

Center

SAP BW /Analytics

Marketing

Sales

Service

Accounting

Logistics

…

ReportingIntegration


Personaltelephony


Outboundcontact centers






Voice Logging

Corporate communicati on services

Solu

tion

capa

bilit

iesContact

ChannelsContactRouting

Interaction andCommunications

© SAP 2008 /

SA

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CM

Bus

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alue

Manage distributed cross-functional resourcesLeverage corporate knowledgeProvide a seamless customer experience across channels

SAP BCM business value breakdown

Better serviceto customers

Improvedinternal

performance

Lower systemTCO

Faster response times, and improved contact qualityand first time resolution rates

Consistent service across contact channels

Proactive customer need analysis and fulfillment

Higher team and personal efficiency

Improved business process performance and quality

Better visibility and control to customer facing operations

Minimal or no hardware and software investments

Lower installation, integration and maintenance costs

Minimal expansion investment

© SAP 2008 /

Inbound Contact centerOut-of-the-box SAP CRM integration

BCM softphoneintegrated with CRMInteraction Center

Caller number basedcustomer recognitionAnswer /rejectincoming callsHang upTransferConsultConferenceToggle between callsEnd wrap-upDial pad for calling out

SAP BCM – CRM integration enables customer service agents to use singleuser interface to manage incoming customer interactions

© SAP 2008 /


BCM email channelintegrated with CRM:

CRM email analysisintegrated withBCM push routingAccept or rejectincoming emailTransfer emailEnd wrap-upDial pad for calling out


© SAP 2008 /


BCM chat channelintegrated with CRM:

Accept or rejectincoming chat

Transfer chat sessionvia queueEnd /leave chatsessionEnd wrap-upDial pad for calling out


© SAP 2008 /

Inbound Contact centerAgent tools – browser based BCM softphone

Personal presencemanagement

Active customerinteractions info

Real time queue viewincluding login statusmanagement

Special call handlingtools: e.g. recording,conference, callback,audio settings and quickdialing keys

Call handling tools:answer, hold, transfer,consult, hang-up

Link to Message Panel

Communication Desktop (CDT) offers comprehensive real time multi-channelqueue management and monitoring functionality for agents

© SAP 2008 /

Directory view to accessin-house directory and

presence data

Also other directories,e.g. customer, partnerand personal can be

created.

Selected person current,future and past

availability information

Inbound Contact centerAgent tools – browser based BCM softphone

SAP BCM directory and presence services improve personnel availability andreduce unsuccessful contact transfers

Quick list to managepersonal presence

information

Profiles are alwayscustomer specific

© SAP 2008 /

Operations and System ManagementSupervisor softphone

Supervisor tool isembedded in the browserbased SAP BCMsoftphone

Supervisor can:Control agent queue loginstatusesMonitor ongoing callsListen to agent callsCoach agentsBarge inIntercept callsHang up callsRecord callsActivate call-backsManage agent presence

BCM Supervisor tool embedded in softphone provides powerful control andcoaching tools for contact center managers and team leaders

© SAP 2008 /

Integrated communications and businessprocess tools improve telesales results

BCM softphonefunctionality

integrated withInteraction Center

toolbar

A call list has beenassigned to agent or

agent group. Theagent makes the

outbound call usingInteraction Centertelephony toolbar

Improve telesales results throughBCM softphone integrated with SAP CRMInteraction Center user interface andoutbound call records with CRM Analytics

Strategic planning Operational planning Execution

Real-time analysis, control and development of processes

Telemarketing campaign

© SAP 2008 /

Operations and System ManagementUser Administration

Main functionality:User creation andmanagementUser groups management(user, location, barring orbandwidth based usergroups)

Company, sub-companyand department dataconfigurationBasic queue routing rulesand ad-hoc schedulemanagement

Mass update tool fordeploying settings tomultiple users at once

Location independentbrowser based tool

BCM User Administrator enables managers to create new BCM users andmanage existing users on-the-fly

© SAP 2008 /

Routing Administration

Main functionality:Create new queues andmanage existing queueson-the-flyDefine queue routingrules and parameters

Manage queue groupsMap queue to contactchannels


Queue routing management enables managers to create and modify queuerouting rules on-the-fly

© SAP 2008 /

Calendar view enables users to definecalendar events and rules, e.g. what arethe business days and exceptions for thebusiness days.

Queue routing management

Calendar, Scheduler and Prompt Manager functionality enables flexible andefficient real time queue schedule and prompt management

Schedule view enables to easily anddynamically manage queue open / closedschedules and what prompts are playedon different schedules.

Prompt Manager allows users to manageprompts: e.g. load new prompts (.wavfiles), and allocate and activate promptsfor the queues.

© SAP 2008 /

System Administration

Main functionality:SysAdmin usersmanagementBackground servicesmanagementApplications mgmt,e.g. IVR and VoicemailPlatform management,e.g. VoIP GatewaysPSTN calls routing rulesmgmtQueue, channel, queuerouting rules and queueschedule managementCall Barring rulesLocations and locationbased rules managementGeneral routing rulesmanagementCall Bandwidth ControlrulesNAT rules configuration

System Administrator enables managers to create and manageBCM solution functionality and configuration

© SAP 2008 /

Online Monitoring


Summary view provides“current status at glance”view with a possibility todrill down to summarylevel or queue specificstatistics.

Monitoring user can alsodefine personalmonitoring views, setalarm/threshold limits,compare statistics to e.g.previous day or previousweekday

Online Monitoring tool provides comprehensive real time statistics on currentbusiness day and current moment

© SAP 2008 /

Online Monitoring

Agent statistics viewprovides details for agentperformance, currentstatus and queue loginstatistics.

Monitoring user cancontrol agent queue loginstatuses and skill settingsvia Agent statistics view

Online Monitoring enables manager to monitor current performance andtake corrective actions if needed

© SAP 2008 /

SAP BCM and CRM Blended Analytics

BCM contact handlingstatistics are feed up toSAP BW /Analyticsthrough out-of-the-boxintegration

Blended Analytics provide blended communications and business statisticsenabling a true 360° customer view

© SAP 2008 /

IVR Improves Customer Service by increasingrouting intelligence and automating routines

SAP BCM InteractiveVoice Response(IVR)

Caller recognition servicesFor example: Answer call automatically and collect customer ID number from caller usingtelephone keypadMake database search to CRM data based on customer IDMake routing decision based on database search resultAttach customer data to call to enable screen pop-up with customer data

Voice MenusFor example: Service and/or language selection to enable single access number forcustomers

Automated Voice ServicesFor example: Automate routines to increase call handling capacity while enabling theoption to switch to personal customer service if required

Info and off-hour servicesFor example: Enable different voice self services once personal customer service isclosed

Increase first time contact resolution withintelligent contact routing based on businessdata in CRM – matched with employee skillsand availability.

CRMbusiness

data

Agentskills

Agent Availability

sap business communications management (sap bcm)

Technology