sap business communications management software (sap bcm) - new
TRANSCRIPT
SAP Business Communications Management
software (SAP BCM)
New Features Overview
SAP BCM Product Management
June 10th 2011
Confidential
SAP BCM Solution Introduction
© 2011 SAP AG. All rights reserved. 3 Confidential
SAP Business Communications Management software Bundled Contact Center Suite
Inbound Contact Center
Outbound Contact Center
Expert and Mobile Users
Automated Services (/IVR)
Contact Center capabilities in SAP BCM
Business Process capabilities in SAP
Deep SAP Business Context Integration thru Open Interfaces
SAP BCM is a contact center solution that helps organizations to rapidly reach
performance, quality and cost targets, especially in distributed operations.
© 2011 SAP AG. All rights reserved. 4 Confidential
SAP Business Communications Management software Key Solution Capabilities
Inbound
Contact Center
Expert and Mobile
Users
Automated Services
(IVR)
Outbound Contact
Center
Voicemail and Messaging Services
Consolidated Administration, Management, and Control
Softphone, IP Deskphone and Mobile Clients
Presence and Directory Services
Call Recording and Contact History Services
Corporate communication services
Deep SAP Business Context Integration thru Open Interfaces
Unified Multi-Channel Contact Routing
Voice over IP Telephony Services
Online Monitoring, Reporting and Analysis Tools
Corporate communication services
So
luti
on
cap
ab
ilit
ies
© 2011 SAP AG. All rights reserved. 5 Confidential
Consuming SAP BCM 7
Contact Center Agents
integrated with SAP CRM
Contact Center Agents
SAP BCM stand-alone
Expert and Mobile Users
Contact Center Manager /Supervisor /Analyst Users
Automated
Voice Self-Services
Business and Technical Administrator Users
© 2011 SAP AG. All rights reserved. 6 Confidential
Become Best Run Contact Center with SAP BCM 7
Understand Your Customer Interface Take Decisions to Action Achieve Remarkable Results
Understand Your customers’
requirements and behaviors
Get real-time feedback on Your
strengths and weaknesses
Plan long-term goals based on facts
Deploy contact center services across
Your organization
Adapt Your customer experience in
real-time
Stay ahead of Your competitors
Use contact center as a strategic asset
for creating customer value
Maximize contact center performance
Avoid unnecessary investments
Best Run Contact Center
Customer facing employees
(front line and experts)
Operations management
Systems management
© 2011 SAP AG. All rights reserved. 7 Confidential
SAP BCM 7 for Best Run Contact Centers
Easy to consume and tailor to
your needs
Efficient to operate and
adapt in real-time
Best practice deployment with
SAP ecosystem
Ensure greater consistency and quality
across multiple contact channels
Accelerate adoption of customer
service tools among experts by
bringing the functions to their existing
mobile phones and desk phones.
Equip customer facing persons with
data and tools that enable them to
perform in customer interactions
Enable operations management to
adjust the customer experience to meet
the customer demand
Combine multiple sites into one
manageable contact center entity
Monetize your investments thru native
integration with SAP CRM, ERP and BI
Create end-to-end customer service
processes
© 2011 SAP AG. All rights reserved. 8 Confidential
Complete
Contact
Center
Suite Inbound
Outbound
Backoffice
Experts
IVR
Native
integration
to SAP
business
applications
SAP BCM 7 for Best Run Contact Centers
Powerful
Agent UI enables consistent handling of all contact channels,
resulting higher agent productivity and quality
Powerful operations management tools for team leaders and
supervisors with state-of-the-art reporting
New administration tools to adjust customer experience and
contact center operations in real time
Reliable
Improved high availability for continuous 24/7 operations
Increased load capacity and scalability
Highly granular access control and security model supporting
demanding data privacy policies
Versatile
Bundled suite for Inbound and Outbound contact centers
On-premise and On-Demand deployments for single and
multi-site customers
Stand-alone and integrated with SAP and non-SAP business
applications
Understand
Your
Customer
Interface Take
Decisions
to Action
Achieve
Remarkable
Results
Engaging
user
experience
Easy-to-use
customer
interface
management
On-demand
and
On-premise
deployment
models
SAP BCM 7
New Features Overview
© 2011 SAP AG. All rights reserved. 10 Confidential
SAP BCM 7 Powerful user interfaces increasing SAP BCM users productivity
SAP BCM 6.0 SAP BCM 7
2 UIs for BCM infrastructure management Infrastructure Administrator
6 UIs for system and user configuration mgmt System Configurator
+ Easy and efficient to use
+ Audit log
+ Improved de-centralization
+ Improved High Availability
+ Easy and efficient to use
+ Audit log
+ New model for managing users
+ Flexible user rights and roles
Ea
sy t
o D
ep
loy &
Ma
inta
in
CDT
+ Inbound and outbound in one UI
+ New out-of-the-box reports
+ New reporting data
+ MS Reporting Services reports
+ Business Objects reports
3 UIs for contact center agents
2 UIs for Online Monitoring Online Monitoring
2 UIs for Reporting Reporting
+ Improved usability
+ Inbound and outbound in one UI
+ Improved personalization
+ New monitoring data
+ Easy and efficient to use
+ Improved directory
+ Renewed presence functionality
+ Unified scripting
+ Contact history
+ New softphone for expert users
SAP
Convergence
Ea
sy t
o C
on
su
me
© 2011 SAP AG. All rights reserved. 11 Confidential
SAP BCM 7 Administration and management tools
SAP BCM 6.0 SAP BCM 7
Virtual Unit
Administrator
Infrastructure
Administrator
Single user interface for managing
SAP BCM infrastructure
+ Easy and efficient to use
+ Audit log
+ Improved de-centralization
+ Improved High Availability
© 2011 SAP AG. All rights reserved. 12 Confidential
SAP BCM 7 Infrastructure Administrator New installation and maintenance user interface
Single user interface to install, upgrade, monitor and maintain BCM platform
Infrastructure
Administrator
key functionality:
Create and manage
virtual customer
environments
Install and upgrade
BCM software
Monitor and maintain
BCM software
© 2011 SAP AG. All rights reserved. 13 Confidential
SAP BCM 7 Administration and management tools
SAP BCM 6.0 SAP BCM 7
System
Administrator User
Administrator
CPM
Administrator
Reporting
Administrator
IVR
Administrator
Active Directory
Synchronizer
Single user interface for managing
SAP BCM users and functionality
+ Easy and efficient to use
+ Audit log
+ New role based administration
+ Flexible user rights and roles
Virtual Unit
Administrator
Infrastructure
Administrator
Single user interface for managing
SAP BCM infrastructure
+ Easy and efficient to use
+ Audit log
+ Improved de-centralization
+ Improved High Availability
© 2011 SAP AG. All rights reserved. 14 Confidential
SAP BCM 7 System Configurator New user and functionality administration UI
Single user interface to manage BCM users and functionality
System Configurator
key functionality:
System Services
System Management
Call Switching
Reporting
Scripting Management
Directory Management
Presence Management
Queue Management
IVR Management
Outbound Management
User and Role
Management
System Tools
© 2011 SAP AG. All rights reserved. 15 Confidential
SAP BCM 7 System Configurator New user and functionality administration UI
Update Wizard provides quick and easy way to manage multiple users settings at once
Update Wizard key
functionality
Search users whose
settings shall be
changed
Define settings change
Confirm change
Review result report
© 2011 SAP AG. All rights reserved. 16 Confidential
SAP BCM 7 Role, Group and Template based Administration
Admin Users BCM administration
users (may also have
BCM user rights)
Admin Roles Default System
Configurator
administration roles
User Roles Default user roles
providing generic BCM
user rights to e.g.
directory and presence
profiles
BCM Users BCM contact center
and telephony users
User Groups User group /team
specific rights such as
serve in queues,
monitoring rights, etc.
Office
User
CC
Agent
CC
Supervisor
Expert
User
. . .
Sales and
Marketing Deliveries Finance
B-to-C
CC
B-to-B
CC
CC
Managers
System
Administrator
User
Administrator
Queue
Administrator
IVR
Administrator
Outbound
Administrator
Reporting
Administrator
One or many administration users who are linked
to appropriate administration role or multiple roles
© 2011 SAP AG. All rights reserved. 17 Confidential
SAP BCM 7 Role, Group and Template based Administration
Directory Templates Default directory views
User Settings
Template Default CDT, CMC and
Convergence users
settings
BCM Users BCM contact center and
telephony users
User Roles Default user roles
Directory Groups Default directory group
contains all created
BCM users and queues
Office User
role
CC Agent
role
CC Supervisor
role
Expert User
role
. . .
BCM User Directory
Office User
template CC Agent
template
CC Supervisor
template Expert User
template
Basic
View
Advanced
View
Switchboard
View
© 2011 SAP AG. All rights reserved. 18 Confidential
SAP BCM 7 Role, Group and Template based Administration
BCM Users BCM contact center and
telephony users
User Roles Default user roles
Presence Profiles Default presence
profiles
Office
User
CC
Agent
CC
Supervisor
Expert
User
. . .
Default
(Available)
Do Not
Disturb Meeting
Business
trip
Leave of
Absence Vacation
© 2011 SAP AG. All rights reserved. 19 Confidential
SAP BCM 6.0 SAP BCM 7
SAP BCM 7 BCM users softphone development
CDT
(calls) Task Manager
(email etc.)
Outbound Agent
(outbound
campaigns)
CDT provides single user interface to
handle customer contacts
+ Easy and efficient to use
+ Inbound calls, email and chat
+ Outbound campaign calls
+ Improved directory
+ Renewed presence indicators
+ Unified scripting
+ Contact history
New soft phone for office experts
+ Designed for office experts
participating /supporting
customer service operations
CDT
SAP
Convergence
© 2011 SAP AG. All rights reserved. 20 Confidential
SAP BCM 7 Communication Desktop (CDT) Renewed CDT softphone for contact center agents
Communication Desktop (CDT) softphone provides comprehensive call handling tools
including real time view to contact center queues
Key call handling
capabilities
• Answer calls
• Transfer calls (blind and
consultative transfer)
• Call conference
• Hold and retrieve calls
• Mute calls
• Ring-back
• Adjust volume
• Quick dial list /keys
• Last dialed numbers list
• Keyboard call controls
• DTMF keypad
With SAP CRM integration
agents handle all contact
types – calls, email and
chat – via SAP CRM
Interaction Center UI
© 2011 SAP AG. All rights reserved. 21 Confidential
SAP BCM 7 Communication Desktop (CDT) Directory and Presence enhancements
CDT directory views can be adjusted according to business needs.
Presence indicators provides other user and queue status information on one eyesight.
CDT Directory views and
fields can be edited.
Administrators can easily
create different directory
views for different user
groups /organizations.
BCM presence indicator is
an combination of BCM
user phone status and
readiness to communicate.
This combined presence
indicator provides search
users status on one
eyesight.
© 2011 SAP AG. All rights reserved. 22 Confidential
SAP BCM 7 Communication Desktop (CDT) Scripting (e.g. classification forms and questionnaires)
Understand why your
customers are contacting you
Ask the right questions and
provide the right answers
Create and manage scripts
on-the-fly
Systematically collect information
what are the most frequent
questions
Conduct transactional customer
satisfaction surveys
Access script results thru SAP BCM
reporting
Inbound and outbound
questionnaires
Enrich agent productivity by
providing service specific information
and hyperlinks
Easy-to-use tools to manage scripts
Link scripts to any inbound and
outbound services
Script changes takes effect tin real-
time
© 2011 SAP AG. All rights reserved. 23 Confidential
SAP BCM 7 Communication Desktop (CDT) Email handling tools
Customer emails are routed to agents similarly as voice calls from contact center queues.
CDT provides comprehensive tools to handle customer emails efficiently.
Agents can easily compile
email responses to
customers using queue
specific answer templates.
Email response can be
compiled from one or many
answer templates.
Also faxes and sms
messages are handled as
emails in BCM system .
Call or chat contact can be
routed to agent while
agents is working with
customer email. This can
be enabled or disabled per
email queue.
© 2011 SAP AG. All rights reserved. 24 Confidential
SAP BCM 7 Communication Desktop (CDT) Improved Chat handling tools
Also customer web chat contacts are routed to agents similarly as calls and emails.
Agent handle chat interactions via CDT Chat tab.
Agent can see customer
chat form information on
the screen.
Agents replies to customer
by typing the answer or
selecting appropriate
answer from answer
templates.
Scripts can be associated
also to chat and email
queues supporting agent to
handle customer interaction
or e.g. classifying customer
contact for reporting
purposes.
© 2011 SAP AG. All rights reserved. 25 Confidential
SAP BCM 7 Communication Desktop (CDT) Outbound Campaign Calls management
If agent is associated with Outbound Campaigns, he /she manages campaign calls via
CDT Outbound Campaigns view /tab.
CDT provides efficient tools
to handle outbound
campaign calls in BCM
stand-alone mode.
CDT enables automatic
blending between outbound
calls and inbound contacts.
With SAP CRM integration
outbound calls can be
handled also via CRM
Interaction Center user
interface.
© 2011 SAP AG. All rights reserved. 26 Confidential
SAP BCM 7 Communication Desktop (CDT) Contact History covers all contact types including search functionality
Agents can see their personal contact history including contacts from all channels. Agents
can also perform searches to queue contacts history according to given access rights.
Contact history helps
agents to quickly browse
e.g. customer previous
contacts enabling better
and faster service for the
customer.
© 2011 SAP AG. All rights reserved. 27 Confidential
SAP BCM 7 Communication Desktop (CDT) Automatic configuration changes
CDT prompts user automatically in case administrator has changed UI settings, e.g. added
new queues for the user. CDT reload takes changes in effect.
If System Configurator user
(e.g. CC Supervisor or
Manager) makes changes
to CDT Agents user
interface, particular agents
receive automatic
notification and can take
changes in effect by
reloading CDT UI.
This enables e.g. CDT
agents queue allocation
changes on-the-fly.
© 2011 SAP AG. All rights reserved. 28 Confidential
SAP BCM 7 Communication Desktop (CDT) Improved Supervisor functionality
CDT Supervisor tool
key functionality:
• Manage agent presence
and service statuses
• See and manage agent
queue login statuses
• See ongoing call details
• Listen ongoing call
• Coach agent
• Barge in
• Intercept
• Hang up
• Record call
• Activate ring-back for
monitored agent
• See number of pending
emails and retrieve them
CDT Supervisor tool allows to monitor, coach and support contact center agents using CDT
or SAP Convergence softphone
© 2011 SAP AG. All rights reserved. 29 Confidential
SAP Convergence softphone Designed for Office Experts linked with Contact Center operations
SAP Convergence key functionality
Telephony features
• Incoming and outgoing calls
• Queue calls
• Consultation call
• Call transfer (direct and thru consultation call)
• Call conference
• Call hold / retrieve
• Call recording
• Quick dials
• One-command dial-in to any conference bridge
• DTMF tones
• Call history
• Mute
• Flexible audio device mgmt
• Capability of using desk phone / mobile phone as voice terminal
MS Outlook Office integration
• Outlook email inbox and sent items filtering based on caller data
• Call directly from Outlook (mail items, calendar items, contacts)
• Call directly from any number
Directory and presence
• In-house directory including real-time presence of SAP BCM users
• Personal presence management
Messaging
• Voicemail
• Launch MS Outlook email from Convergence directory
• Send SMS messages from Convergence directory
SAP CRM and ERP integration
• Click-to-call from any telephone number in SAP CRM and ERP
© 2011 SAP AG. All rights reserved. 30 Confidential
SAP BCM 6.0 SAP BCM 7
SAP BCM 7 Online Monitoring and Reporting
Online
Monitoring
(inbound)
Outbound
Monitoring
Online Monitoring provides now both
inbound and outbound
real time statistics
+ Improved usability
+ Inbound and outbound in one UI
+ Improved personalization
+ New monitoring data
© 2011 SAP AG. All rights reserved. 31 Confidential
SAP BCM 7 Online Monitoring Inbound Contact Center Operations
Online Monitoring enables now better user interface personalization, enhanced statistics and
renewed alarm monitoring view.
Online Monitoring allows to
create different views to
better monitor current
contact center
performance.
Search options are
extended to find out
relevant statuses quickly.
New statistics are included
in monitoring views
including ability to sort data
based on any column.
Alarm view is renewed
allowing to set individual
alarms on queue level.
© 2011 SAP AG. All rights reserved. 32 Confidential
SAP BCM 7 Online Monitoring Outbound Contact Center Operations
Online Monitoring user can monitor Outbound Campaigns and related agents status and
performance in real time
Online Monitoring user can
search for one or multiple
campaigns and monitor
campaigns status in real
time.
Agent statistics are shown
once Online Monitoring
user clicks some Campaign
for further analysis.
Volume selection shows
campaigns and agents
related handled, order,
refusal, redial, etc. counts.
Durations selection shows
outbound calls related call
durations.
© 2011 SAP AG. All rights reserved. 33 Confidential
SAP BCM 6.0 SAP BCM 7
© SAP 2010 / Page 33
SAP BCM 7 Online Monitoring and Reporting
Inbound
Reporting Outbound
Reporting
BCM Reporting provides now both
inbound and outbound related
statistics and reports
+ Inbound and outbound in one UI
+ Renewed agent reports
+ New out-of-the-box reports
+ New reporting data
+ MS Reporting Services reports
+ Business Objects Web Intelligence
reports
Online
Monitoring
(inbound)
Outbound
Monitoring
Online Monitoring provides now both
inbound and outbound
real time statistics
+ Improved usability
+ Inbound and outbound in one UI
+ Improved personalization
+ New monitoring data
© 2011 SAP AG. All rights reserved. 34 Confidential
SAP BCM 7 Reporting Out-of-the-box reports drilling to essentials
Report dimension Available out-of-the-box reports
Service level and
Volume Reports
Service level
Service level (cumulative)
Annual
Monthly
Weekly
Daily
Hourly
Quarter-hourly
Call statistics
Contact log
Agent Reports Contact handling times (annual, monthly, weekly and daily)
Contact handling times per queue (annual, monthly, weekly and daily)
Contact handling volumes (annual, monthly, weekly and daily)
Work done (monthly, weekly, daily and quarter-hourly)
Queue and Skill
Reports
Queue serving
(daily, hourly and quarter-hourly)
Queue skill
(daily, hourly and quarter-hourly)
Outbound Campaign
Reports
Campaign calls (annual, monthly, daily)
Campaign results (annual, monthly, daily)
Classifier results (annual, monthly, daily)
Agent calls (annual, monthly, daily)
Agent results (annual, monthly, daily)
Script results (annual, monthly, daily)
SAP BCM out-of-the-box reports are provided
with both Microsoft Reporting Services and
Business Objects Web Intelligence reporting
tools. Customers may choose their preferred
option or use other 3rd party tool for reporting. Data
Warehouse
2
1
n
Data
Universe
Microsoft Reporting Services
based reports
Business Objects Web Intelligence
based reports
OLAP
cubes
© 2011 SAP AG. All rights reserved. 35 Confidential
SAP BCM 7 Reporting Microsoft Reporting Serving based reports
Location independent browser
based reporting user interface
List of available reports for user
(according to set authorizations)
Microsoft Reporting Services enables reporting users to view available reports, export reports
to various data formats and subscribe report
Report search options enables user
to select appropriate report
schedule and content
With export functionality user can
export report to various file formats
Most reports are provided both in
numeric and graphical format
© 2011 SAP AG. All rights reserved. 36 Confidential
SAP BCM 7 Reporting SAP Business Objects Web Intelligence based reports
SAP Business Objects Web Intelligence enables reporting users to view available reports,
export reports to various data formats and subscribe reports
Track changes -functionality
helps visualizing the
changes when adjusting the
report parameters.
Green indicates which
values are higher and red
which are lower after the
change.
© 2011 SAP AG. All rights reserved. 37 Confidential
SAP BCM 7 Summary of SAP BCM user interfaces renewal
SAP BCM 6.0 SAP BCM 7
2 UIs for BCM infrastructure management Infrastructure Administrator
6 UIs for system and user configuration mgmt System Configurator
+ Easy and efficient to use
+ Audit log
+ Improved de-centralization
+ Improved High Availability
+ Easy and efficient to use
+ Audit log
+ New model for managing users
+ Flexible user rights and roles
Ea
sy t
o D
ep
loy &
Ma
inta
in
CDT
+ Inbound and outbound in one UI
+ New out-of-the-box reports
+ New reporting data
+ MS Reporting Services reports
+ Business Objects reports
3 UIs for contact center agents
2 UIs for Online Monitoring Online Monitoring
2 UIs for Reporting Reporting
+ Improved usability
+ Inbound and outbound in one UI
+ Improved personalization
+ New monitoring data
+ Easy and efficient to use
+ Improved directory
+ Renewed presence functionality
+ Unified scripting
+ Contact history
+ New softphone for expert users
SAP
Convergence
Ea
sy t
o C
on
su
me
© 2011 SAP AG. All rights reserved. 38 Confidential
SAP BCM 7 Call Recording improvements
Recording mode Description
Client side
call recording
Designed only for BCM users personal use
Recorded calls are not visible in CDT, BCM Monitoring and log files
Server side
call recording
Designed for quality monitoring and training use
Recorded calls are visible in CDT, BCM Monitoring and log files
Call recording listening rights are managed via System Configurator tool
E.g. User “Lisa” may listen calls that are routed to agents via HelpDesk queue
Call recording options
System wide call recording (record all users calls)
Voice queue specific call recording
Outbound Campaign specific call recording
Script activated call recording
Agent specific call recording (forced or agent controlled)
Quality Monitoring
Interface
BCM server side interface to integrate 3rd party call recording system with BCM
Used e.g. by Verint and Nice
Interface provides both call data details and RTP streams
© 2011 SAP AG. All rights reserved. 39 Confidential
SAP BCM 7 Summary of software architecture changes
New functionality Description Customer benefit
Load balancing
cluster mode
Ability to multiply CEM and CD software processes
and use load balancing between multiplied processes
Improves BCM redundancy
Improves BCM load capacity
and scalability
Multidatabase
support
Ability to deploy multiple separate databases for e.g.
BCM configuration, directory, outbound and reporting
data.
Improves BCM load capacity
and scalability
Lossless swithover
to backup system
/processes
BCM High Availability Controller is able to keep alive
active calls during planned switchover to backup
system /processes.
Easier maintenance
Improves BCM redundancy
High Availability
Controller service
status protocol
BCM High Availability Controller recognizes better
BCM software processes statuses and can activate
backup processes earlier in case of primary process
runs abnormally
Improves BCM redundancy
Polling database
alarms
BCM polls database server alamrs and pass BCM
related alarms to BCM Alarm Server that can further
send it e.g. as SNMP trap message to Network
Management system
Improves BCM redundancy
New authorization
model
Administrators can define authorizations in detailed
level and use role based authorization for efficient
administration and maintenance
Improved security
Secure server
connections
All BCM software processess running accross
multiple servers and clients can be secured
Improved security
© 2011 SAP AG. All rights reserved. 40 Confidential
SAP BCM 7 Summary of infrastructure support extensions
New functionality Description
Supported server operating
systems
Windows 2008 Server (x86 based 32- and 64-bit versions)
Windows 2003 Server (x86 based 32-bit versions)
Supported databases MS SQL Server 2008 (x86 based 32- and 64-bit versions)
MS SQL Server 2005 (x86 based 32- and 64-bit versions)
Clients /workstations Windows XP, Vista and 7 operating systems
Internet Explorer 7, 8 and 9 (note! IE6 support will be discontinued)
© 2011 SAP AG. All rights reserved. 41 Confidential
SAP BCM 7 Global Reach for End Users
CDT and SAP Convergence softphone user
interfaces and related documentation are
available in 19 different languages: English, German, French, Japanese, Chinese, Spanish,
Portuguese, Italian, Dutch, Russian, Turkish, Polish,
Czech, Hungarian, Slovak, Swedish, Danish, Norwegian
and Finnish
Voicemail and other default voice prompts are
also available in above mentioned languages.
Online Monitoring and Reporting user interfaces
and related documentation languages are: English, German, French, Japanese, Spanish,
Portuguese and Italian
System Configurator user interface and
documentation languages: English, German, French and Japan
Infrastructure Administration UI and
documentation in English
© 2011 SAP AG. All rights reserved. 42 Confidential
SAP BCM 7 Integration enhancements SAP CRM 7.0 EhP1
SAP CRM Outbound Campaign integration with SAP BCM Outbound Dialer Outbound Telesales Campaign runs on CRM side
and calls are placed out via BCM Outbound dialer;
preview, progressive and predictive dialing modes
Provides most effective and flexible way to run
Outbound Telesales Campaigns
CRM Outbound
Campaign
BCM Outbound
Dialer
CRM Interaction Center
Agent
Manage BCM Presence Profiles via SAP CRM Interaction Center user interface Helps CRM Interaction Center agents quickly manage
their presence status via single user interface
SAP CRM multiple sessions supported
with SAP BCM Possibility to take an incoming call or chat when
working with email or action item
© 2011 SAP AG. All rights reserved. 43 Confidential
SAP BCM 7 Integration enhancements SAP CRM 7.0 EhP1
Skills based routing enhancements for ERMS email, Web chat and Action Items Capability to enhance the queue based routing with
skills in email, chat and action item channels
Enables targeted routing e.g. to account
responsible persons, and priority routing to users
with specific technical knowledge
CRM Interaction Center
Action item Dispatch
BCM Routing CRM Interaction Center
Push inbound event
Improves the throughput time and responsiveness
to tickets and action items
Routing, queuing and handling times can be
monitored in real-time against SLA targets
© 2011 SAP AG. All rights reserved. 44 Confidential
SAP BCM 7 Action Item Routing Example
SAP BCM 7
New Features Summary
© 2011 SAP AG. All rights reserved. 46 Confidential
SAP BCM 7 for Best Run Contact Centers
Easy to consume and tailor to
your needs
Efficient to operate and
adapt in real-time
Best practice deployment with
SAP ecosystem
Ensure greater consistency and quality
across multiple contact channels
Accelerate adoption of customer
service tools among experts by
bringing the functions to their existing
mobile phones and desk phones.
Equip customer facing persons with
data and tools that enable them to
perform in customer interactions
Enable operations management to
adjust the customer experience to meet
the customer demand
Combine multiple sites into one
manageable contact center entity
Monetize your investments thru native
integration with SAP CRM, ERP and BI
Create end-to-end customer service
processes
© 2011 SAP AG. All rights reserved. 47 Confidential
Complete
Contact
Center
Suite Inbound
Outbound
Backoffice
Experts
IVR
Native
integration
to SAP
business
applications
SAP BCM 7 for Best Run Contact Centers
Powerful
Agent UI enables consistent handling of all contact channels,
resulting higher agent productivity and quality
Powerful operations management tools for team leaders and
supervisors with state-of-the-art reporting
New administration tools to adjust customer experience and
contact center operations in real time
Reliable
Improved high availability for continuous 24/7 operations
Increased load capacity and scalability
Highly granular access control and security model supporting
demanding data privacy policies
Versatile
Bundled suite for Inbound and Outbound contact centers
On-premise and On-Demand deployments for single and
multi-site customers
Stand-alone and integrated with SAP and non-SAP business
applications
Understand
Your
Customer
Interface Take
Decisions
to Action
Achieve
Remarkable
Results
Engaging
user
experience
Easy-to-use
customer
interface
management
On-demand
and
On-premise
deployment
models
© 2011 SAP AG. All rights reserved. 49 Confidential
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation.
Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.
© 2011 SAP AG. All rights reserved
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.
All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.
This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.
The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.