Amc Eds Sap Webinar

8/2/2019 Amc Eds Sap Webinar

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2006 AMC Technology, LLC. All rights reserved.

Improve the Customer Experience

Using Contact Center Integration

for mySAPTM

CRMKevin Huff, VP Marketing & Alliances, AMCDavid Larson, Managing Consultant, EDS

May 16, 2006Welcome!Well start in a few minutes


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2006 AMC Technology, LLC. All rights reserved. Slide 2

What We Will Cover

EDS Contact Center Project Overview1

Contact Center Integration Challenge2

EDS Contact Center Project Details3

Summary and Q&A5

Live Demonstration SAP CRM IC WebClient4


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EDS Contact Center Integration Project

EDS Contact Center Overview Collections operation with 100 agents handling inbound and outbound calls Telephony backbone: Avaya 8710 Media Server and Predictive Dialer mySAP CRM Interaction Center (IC) as primary agent desktop application

Business Requirements that Drove Integration Improve customer experience shorter holds, more responsive, self-service,

customer id once Improve operational effectiveness new systems/UI, better customer data,

blend in/outbound, screen pop, IVR opt-out

Project Background Part of a larger long term outsource contract EDS won in 2004 Scope included all of the telephony and contact center technology Plus, migration of multiple green screen CRM systems into mySAP CRM


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What We Will Cover




Summary and Q&A5



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Contact Center Integration isGrowing More Complex

Variety of Systems to Support Communications Support for inbound, outbound, email, chat, fax, online ordering

Can be a complex, distributed systems environment

Growth in Complexity with New Channels Contact centers are offering more ways to communicate

Multiple vendors, platforms, communications standards

Integration through Each Systems API Multi-media media gateway, proprietary API(s)

Phone CTI server, proprietary API

Email email server, SMTP API

Chat web server, web services API


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mySAP CRM in the Contact CenterEnvironment

Growing use of SAP in Contact Center Leverage full SAP product suite ERP, HR, Finance

Consolidation of agent desktop to single application

SAP Interaction Center (IC) SAP IC Agent desktop, Manager & Multi-channel

integration

Two versions: IC WinClient and IC WebClient

Supports multi-channel agents phone, email, web

SAP Integration Interfaces SAP IC Multi-Channel Integration

IC WinClient Multi-channel interface, SAPphone

IC WebClient Integrated Communications Interface (ICI)

SAP CRM

SAP

Multi-ChannelIntegration

Phone

SAP IC

Email Chat


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Integrating Contact CenterSystems and SAP CRM

Bridging the Gap Between the APIs SAP IC Multi-channel integration API

Contact Center system APIs

Inherently Complex Integration Real-time processing, mission critical performance;

High volume, complex, state-dependent interactions;

Frequently evolving business process requirements;

Multiple vendors, proprietary APIs;

Solution Options Pre-built integration middleware application software

Contact Center Systems

SAP CRM

SAP

Multi-ChannelIntegration

Phone

SAP IC

Email Chat

Integration Middleware



What We Will Cover




Summary and Q&A5




Objective:Improve Customer Experience

Significantly Reduce Hold Times Through more efficient and effective servicing by agents

Improve Agent Responsiveness Better and faster information, one call resolution new systems,

consistent customer ID / data, configured screen pop, soft phone

Expand Self-Service Options IVR with more comprehensive options; opt-out to agent with call data

for quick identification and configured screen pop

Customer Identity Verified Once Call prompt for account number or ANI, attached to call through out



Objective:Improve Operational Efficiency

Fully Leverage SAP CRM Improve agent desktop; consolidate customer information

Use native support of contact center functionality and integration

Blending of Inbound and Outbound Calling

Automatic route of in/out-bound calls to agents on availability Integrated and configurable for optimization and quality

Integrate Across all Contact Center Systems Avaya S8700, PDS, CTI; Genesys IVR; Witness QM; SAP CRM IC

AMC Multi-Channel Integration Suite

Expand Self-Service Options IVR with more expanded options; opt-out with call data for quick

identification, screen pop



EDS Client Telephony & ContactCenter Technology

Carrier

E-mail/Fax

Contact

PublicInternetVoice

Contact

ClientContact

Center

CollectionsCustomerService

RouterCSU/DSU

Avaya s8700MediaServer/

Gateway/

CMSLAN

AvayaDialer

DID

Toll-free

Firewall

LAN

EDSFirewalls

RouterCSU/DSU

GenesysIVR

CTI/AMCServers

LAN

3rd

Party

Firewalls

Router

CSU/DSU

Tier 2Agent

PBX

Witness

SAP/Appl/ReportingServers

3 T-1s Outbound to PSTN

3 T-1s to Collectors' Telesets(21 permanent, 30 temp)

1 T-1

2 T-1s

8 T-1s2 way

GeneralOfficeModel 2420 Sets

Model 2402 SetsModel 2410 Sets

120 Model Call Mgr V Sets

Dedicated Data Circuit

In House Circuits

Voice Circuit

Telephone Instruments

Xfer Trunk

Public Internet

Client Location

Avaya Outbound Trunks

AvayaModular

Messaging

1 T-12 way



Call Flow Scenarios

Inbound Customer Calls

IVR Self-Service Calls

Outbound Predictive Dialer Calls

Customer Agent



Contact Center Applications & Links

Virtual ServerAvaya S 8700

Witness QA

Genesys IVR( Framework /

GVP Prod )

Avaya PredictiveDialer ( Dev / Test )

Avaya PredictiveDialer ( Prod )

ConcertoPredictive Dialer

(Prod )

Avaya CT(CTI - Prod )

AMC MCIS

Genesys IVR

(Reporting Prod )

Genesys IVR( Framework /

GVP / ReportingDev / Test )

ModularMessaging

MAS

MSS

CMS

G650 Gateway

8710

SAPTestSAPProduction


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AMC Multi-Channel IntegrationSuiteTM

Pre-packaged, certified integration

Enables native multi-channel

functionality in mySAP CRM

Supports contact center systemsacross leading vendors CTI, IVR,PD, multi-media

Robust, proven architecture - 100large enterprise customers worldwide

SAPMulti-Channel

Integration

Phone

AMC Adapter for SAP

Email Chat

AMC Channel Connectors

AMC Multi-Channel Integration Server

AMC Multi-ChannelIntegration Suite

Key Features & Benefits


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Telephony Integration Supportin SAP IC and Avaya

Agent Functions Agent Login/Logout of the queue Ready/Not Ready work modes

Softphone Call Controls Answer, Hold, Retrieve, Conference, Transfers End Call and End Contact

Call Attached Data (CAD) User Entered Digits (unique identification)

Automatic Number Identification (ANI) Dialed Number Identification Service (DNIS) Screen pop on customer look-up


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mySAP CRM IC WebClient

Agent Dashboard

real-time agent and channel state

ANI, DNIS identification

Business Partner

Display and

Interaction History

real-time history ofbusiness activities

business partnerspecific

Business Partner

Screen Pop

real-time contact

information

Softphone Call Controls


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EDS Contact Center ProjectApproach

EDS as Project Lead for Contact Center Technology

Deployment Coordination: Avaya, AMC, SAP, Client Additional AMC Requirements Delivered: ACW, Auxiliary Work Codes, Hot

Seating

Project Time Line Sequence1. Avaya Telephony2. AMC3. Avaya PDS4. Genesys IVR

Deployment: Development Environment Test End User Test

Production


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What We Will Cover




Summary and Q&A5



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mySAP CRM Demonstration

mySAP CRM 4 IC WinClient

Multi-Channel enabled telephony and email

AMC Multi-Channel Integration Suite


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What We Will Cover




Summary and Q&A5



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Summary Key Take Away Points

Contact Center Integration is Inherently Complex Compare user requirements with out-of-the-box functionality prior to

developing integration plan

Solutions are Available Talk to Your Vendors AMC provided required functionality before it was incorporated into next

version of IUC WebClient Adapter

AMC provided scripting that facilitated the data passing of customer data

to the SAP agent desktop for IVR opt outs

Projects Take Care & Planning

AMC provided an Integration Assessment professional services study


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2006 AMC Technology LLC All rights reserved Slide 22

Additional Resources

AMC Technology:

White Paper: Total Contact Center Integration for mySAP CRM

Webinar Series: Monthly Webinars with live SAP CRM demos

Find them at: www.amctechnology.com

Contact Us:

David M. Larson Kevin D. Huff

[email protected] [email protected]
http://www.amctechnology.com/http://www.amctechnology.com/

Documents

Amc Eds Sap Webinar