Solution Details SAP Business Communications Management rapid-deployment solution V2.700

Solution Details

SAP Business Communications Management rapid-deployment solution V2.700

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Contents

Introduction to SAP Rapid Deployment Solutions

Overview of the Solution

Solution in Detail Receive Inbound Call Transfer Inbound Call Place Outbound Call and Callback Monitor and Control Contact Center Operations SAP CRM Integration

Service Delivery

Technical Details

Introduction to SAP Rapid-Deployment Solutions


Today’s reality…

“

“

Statistics state that up to 70% of IT projects run late, over-budget, or do not meet planned goals…Consequently, implementation risk is a critical factor…From “Introducing Packaged Solutions” by Michael Krigsman

Now when companies think about implementing an application, they really want to implement an integrated solution. Henry D. Morris, Senior Vice President of Worldwide Software and Services, IDC

Customers today want choices in how they scope, configure, and deploy business software. Peter M. Russo, Managing Director of Pierre Audoin Consultants


You want to…

… ensure the most predictable and fastest time to business value

… deliver the integration the business demands to start and grow without compromises

… choose from a modular ready to use portfolio of solution, deployment and pricing options


SAP and a global partner ecosystem offer Rapid-Deployment Solutions to meet specific business needs…

Software

Quickly address the most urgent business processes

Content

SAP best practices, templates and tools make solution adoption easier

Enablement

Guides and educational material speed end user adoption

Service

Fixed scope and price provides maximum predictability and lowers risk

SAP Rapid-Deployment Solutions

Service

Software

Enablement

Content

RAPID DEPLOYMENT

SOLUTIONS


… which allow predictability, out-of-the-box integration and adoption choices as business demands

Predictability Fast value in days/weeks Fixed cost and fixed best practice scope

Integration Integrated start and growth options Immediate and future IT and business processes

landscape integrity

Choice Modular packages to meet specific business needs

and allow individual adoption paths Flexible licensing and deployment options

SAP Rapid-Deployment Solutions


Why have customers chosen SAP Rapid-Deployment Solutions?

8

Weeksto go-live

15%

Reduction in project costs

4

Week implementation


Delivered by SAP or qualified partners

Large Global Partner Ecosystem maximizes availability of and choice within the Rapid Deployment Solutions portfolio

System integrators and value-added resellers provide industry and LoB specific capabilities and expertise

Cloud partners provide the deployment options to match your business needs


SAP Rapid-Deployment Solutions define a new standard for business solution adoption across the SAP Portfolio

On demand

On premise

On device

Deployment

Business Solutions

Analytics

Technology

Solution Portfolio Industry & LoB

HANA

Mobility

Innovations


SAP Rapid-Deployment Solutions support all use cases along your adoption path

From zero to ERP baseline in one goIndustry & geography-ready

New business and user capabilities – that fit with your existing footprint

LoB or industry-specific, mobile, business analytics, collaboration

Start

Grow, extend, innovate

Predictability Integration Choice


Get the most out of your business – NOW!

Quickly meeting your most pressing business needs on unprecedented predictability to adopt and manage business solutions

Enabling strategic business adoption paths with out-of-the-box integration for start and grow options as your business demands

Giving choice by providing a modular and well defined portfolio of solution options together with a Global Partner Ecosystem

Overview of the solution


Business challenges There is a solutionUnderstand Your Customer and Contact Center operations Understand Your customers’ requirements and behaviors Get real-time feedback on Your strengths and weaknesses Plan long-term goals based on facts

Take Decisions to Action Deploy contact center services across Your organization Adapt Your customer experience in real-time Stay ahead of Your competitors

Be a Best Run Contact Center Use contact center as a strategic asset for creating customer

value Maximize contact center performance Avoid unnecessary investments

Lower Overall TCO Bundled solution with native SAP integrations (vs. separate

components) Provides preconfigured software based on best practices along

with fixed-scope implementation services for a successful implementation at a predictable price, effectively eliminating cost overruns and project delays

Advanced Contact Center Essentials – Quickly and Affordably

Low customer satisfaction Long queuing times for customers Low first contact resolution rates

Inflexible Contact Center operations No /limited tools to see contact center status in real time Difficult to adjust /adapt operations in real time Inability to get the facts on past performance

Contact Center disconnected from other company operations

Inability to leverage back-office and remote experts to serve customers /support CC agents

Unable to temporarily upscale contact center resources to respond contact center peak hours

High TCO and complexity Multiple separate systems with custom integrations between each

others Inflexibility to scale up or down capacity Expensive system updates with risk to break down custom

integrations High risk due to the complicated implementation


SAP BCM RDS

Business process scope covered

Place Outbound Call and Callback


Transfer Inbound CallTransfer Inbound Call

SAP CRMSAP CRM

Receive Inbound CallReceive Inbound Call

5

1Receive Inbound Call

2Transfer Inbound Call

3Place Outbound Call and Callback

4Monitor and Control Contact Center Operations

Monitor and Control Contact Center

Operations

Monitor and Control Contact Center

Operations

Automated Voice Self-Services

Contact Center AgentsSAP BCM stand-alone

Contact Center Agentsintegrated with SAP CRM

Contact Center Manager /Supervisor /Analyst Users

5SAP CRM integration

1

2

3

4

Business and Technical Administrator Users


Business benefits Measurable success Over 80% resolution of calls at the first point of

contact Decreased average call handling time by ca. 20

seconds per call Distributed administration and easy management

resulted 50% savings in contact center operational costs.

Over 10% savings in contact center operating costs

Better utilization of expertise and resources cuts customer waiting time down

Ability to use call center resources more effectively

savings on annual basis for forwarded calls Live in five weeks with very stable system

Benefits for you

Shorter response times due to increased agent productivity and first time resolution rates

Provides self service capabilities to decrease call center volume

See Your Contact Center performance in real-time Adapt Your Contact Center operations according

to current need Know how, when and why Your customers are

contacting Your company Improve quality by using Your office and remote

agents to support contact center agents Respond quickly to high contact peak loads by

assigning office and remote agents to queues Bundled solution with native SAP integrations (vs.

separate components)

Receive Inbound Call


What’s included Business benefits Increase Contact Center productivity, shorter

response times, provide better quality service and improve customer satisfaction

Understand what your customers ask from you Realize what kind of products /services and skills

you need to respond customer demand at any given time

Best possible service to the customer with current resources using various routing mechanisms, such as skill based routing, automatic call distribution, preferred agent routing, Hunt groups /call pick-up groups

Adapt functional configuration – queues, users and routing rules – in real time according to business need without IT’s involvement or service interruptions

Use automated services, e.g. call-back and IVR during peak times to balance load across the business day

Receive Inbound Call: scope and benefits

In this scenario, a customer calls toll-free service phone number of a company he does business with to solve an issue.

Interactive Voice Response (IVR) asks the customer to input information. IVR services is used to automate routines: customer identification, service selections, language preferences, etc.

BCM locates best available skilled agent including external agent and the caller will wait in queue until an agent, attached to that queue, is available.

After the customer is routed to the right available agent, the agent place the incoming call and start to serve the customer.

Script associated with service queue is opened to guide the agent through complex service calls to ask the right questions and provide the right answers.

After the solution is provided to customer, IC agent ends the call.


In the system

Key process flows covered Receiving inbound call in the

support IVR IVR prompt and choice (e.g.

language and/or service selections) Putting call into the support queue

and Support queue prompt Routing call to an available skilled

agent Inbound call alerting in BCM

connected SIP phone, CDT, mobile. Inbound call acceptance Opening script Ending the call and wrap-up

Transfer Inbound Call


What’s included Business benefits Leverage expertise in the back-office and in the

field to route customer contacts immediately to the best available people

Ability to upscale and downscale resources according to need

Increase your agents productivity with suitable tools, for example,– Communication Desktop (CDT) is designed as

powerful tool for first line contact center agents and supervisors

– SAP Convergence is designed for office experts /users contributing also to customer service operations

– External Agent and mobile client are designed for mobile workers to participate in contact center operations

Presence indicators provides other user and queue status information on one eyesight.

Transfer Inbound Call: scope and benefits


BCM locates best available 1st Level support agent and the caller will wait in queue until an agent, attached to that queue, is available.

After the customer is routed to the right available agent, the agent place the incoming call and start to serve the customer.

Due to the complexity of issue, agent search specialist by the directory and presence services and transfer the customer call to specialist (2nd Level support )

After the solution is provided to customer, specialist ends the call.


In the system

Key process flows covered Receiving inbound Call in the queue Routing to an available 1st Level

support agent Incoming call acceptance specialist skills search in directory Making a consultation call to the

Specialist Queue 2nd level support agent in specialist

queue accepting the inbound call Transferring the Customer’s call to

2nd level support agent via Hunt group queue

Ending the call and wrap-up



What’s included Business benefits Balance load across the business day during peak

times Improve customer satisfaction

Place Outbound Call and Callback: scope and benefits

In this scenario, the call-back is introduced during peak times to balance load across the business day.

A customer calls toll-free service phone number of a company he does business with to solve an issue during peak time. The caller is forwarded to callback service after he waits in queue 30 seconds.

Customer select callback according to IVR prompt and hear acknowledgement prompt.

After callback in the queue is routed to the right available agent, the agent accept the callback event, place outbound call to customer and then talk with customer.

After the solution is provided to customer, agent ends the call.


In the system

Key process flows covered Receiving incoming Call in the

service queue Service queue prompt Forwarding caller to callback service Callback prompt Generating callback Callback acknowledge prompt Routing callback to an available

support agent Callback event acceptance Outbound call generation Ending the call and wrap-up

Monitor and Control Contact Center Operations


What’s included Business benefits Increased customer interaction quality Skilled and motivated personnel Ability to upscale and downscale resources

according to need Balance /share load across the business day Learn how to handle customer interactions in

efficient manner and with consistent quality Know how, when and why your customers are

contacting You Analyze Your Contact Center performance and

identify bottlenecks Constantly measure and report Your Contact

Center improvement

Monitor and Control Contact Center Operations: scope and benefits

In this scenario, a call center manager use different tools in BCM to monitor and control Contact Center Operations.

Monitor operations in real time and re-assign resources according to situation at any given time

Use supervisor tool to support and coach agents in real time, for example manage queue login statuses, listen /coach with customer calls

Use call recording to help in agent training by demonstrating best practices

Identify trends /seasonal patterns via reporting to plan staffing proactively and minimize unnecessary surprises


In the system

Key process flows covered Real time customer service situation

and bottlenecks identification Department and teams level

operations adjustment via Monitoring and/or system configurator tools

Support, control and manage individual agents

In-built call recording and contact history analysis

Contact volume and agent reports review

SAP CRM Integration


What’s included Business benefits Lower TCO

– Pre-built native integration reduces implementation and support cost

– Open interfaces enable customers to keep effective existing solutions in conjunction with SAP

Lower risk– Easy to consume with short time-to-value

discrete implementable steps– Large ecosystem of partners and customers with

proven track record of success Proven Value

– Customers have proven process-specific value and benchmarks of SAP’s solution

– High-value services to ensure delivery of the project

Comprehensive Solution – A component of a larger end-to-end process for

customer service with Industry best practices

SAP CRM Integration: scope and benefits


Interactive Voice Response (IVR) asks the customer to input information. IVR services is used to automate routines: customer identification, service selections, language preferences, etc.

BCM locates best available skilled agent and the caller will wait in queue until an agent, attached to that queue, is available.

After the customer is routed to the right available agent, The agent will place the inbound call and serve the customer in the CRM interaction center, and disconnect once the call is finalized.

After the solution is provided to customer, IC agent ends the call.

IC Agent can also place outbound call to customer transfer inbound call, etc, in SAP CRM IC UI as well.


In the system

Key process flows covered Receiving inbound call in the

support IVR IVR prompt (e.g. language and/or

service selections) Putting call into the support queue

and Support queue prompt Routing call to an available skilled

agent Inbound call alerting in CRM IC Inbound call acceptance Customer Identification Service Request Creation / Update /

Closure Ending the call and wrap-up

Service Delivery


Implementation Testing Key User Training

Successful rollout and adoption Configuration documentation

<Solution/Headline for go live in weeks>

Start RunDeploy

Expectations

1 3

Project management Kick-off workshop participation Preparing technical

infrastructure

Mutually-approved scope document

Working SAP system

User-acceptance testing Onsite and remote support

Superior support to ensure smooth functioning

2

Note: This slide represents a typical deployment. Exact details may differ according to solution.

Results


Pre-defined Services for Rapid-Deployment Solutions

Your path to Go-Live: fast, efficiently and at predictable cost Fixed-price Implementation Services Pre-defined Project Methodology Ready-to-use Accelerators

Start RunDeploy1 32

Project management Kick-off workshop participation Preparing technical infrastructure

Accelerators / Deliverables Consulting Delivery Guide Project schedule WBS Service Delivery Model, roles and

responsibilities Request for consultants template Process descriptions Process-flow-documents Kick-off presentation Consumption Guide Pre-delivery requirements and

checklist


Solution Realization Master Data Load Refinement Workshop &

Refinement Realization Knowledge Transfer to Key Users

Accelerators / Deliverables Installation guide Solution Documentation Solution Manager content Best-Practices content

(pre-configuration) Configuration activities Consulting Delivery Guide Implementation Content

Performance Tests End User Training Sign off of solution Go-Live Preparation Go-Live Post go-live support and activities Improvements and road map

workshop

Accelerators / Deliverables Test cases Deliverable acceptance forms Training Materials –

Process-flow recordings etc. Go-Live Checklist


Configuration Guide

Scoping Questionnaire

Kickoff Workshop

Project Schedule

Support PortalCheck Lists

Implementation methodology

Start RunDeploy1 32



Project plan and timelines

Prepare Project

Kick off workshop

Select Options

Check Installation

SAP involvement Customer involvement

Start RunDeploy1 32

Activate Solution

Confirm Solution

Acceptance Testing

Train Key Users

Set up Customer Data

Transport

End-user Training and Organisation Change Management

Prepare Production

Project Sign-off &Support



What’s included – Service scope*

SAP Business Communications Management rapid-deployment solution – Service Scope

Inbound Contact Center

Software-based Interactive Voice Response (IVR)

Available Personal Reach ability Services (PRS) Profiles

Automatic Call Distribution

Skills-based routing

Server side recording

Voicemail

CRM Integration or BCM Standalone

Reporting

Server

Configuration

A special step-by-step guide describes each activity during the deployment

* See Statement of Work for Details


What does SAP deliver? What do you have to do? Business readiness for go-live

Design and roll-out of end-user training

Day-to-day backfill for customer project team members

SAP system management

Coordination with remote sites

Project communication to the company

Providing the IT infrastructure (server)

Installation of a SAP BCM 7.0 system on Licensee’s server, production

Set-up of development and production systems

Organization change management

End user training, data cleansing and migration, cutover and roll out

Manage transports and set-up of productive system and cutover activities

Key deliverables

Kick-off presentation

Installation check

Refinement workshop/select options (options selected and scope confirmed from the user defined changes above

Configured and unit tested development environment of the rapid deployment of SAP BCM as per the scope

Knowledge transfer to key users

Go-live assistance


Project team: SAP

SAP Project Lead Serves as a central contact person, from project

initiation to going live and support On the SAP side, responsible for functional project

management, coordination, support and coaching of the customer’s project manager, and so on

SAP Consultants Responsible for implementation of the agreed upon

scope for the rapid-deployment solution


Project team: customer

Leading Project Manager Serves as a central contact person, from project initiation

to going live and support On your side: responsible for functional and commercial

project management, coordination, overall project controlling, preparation of steering committees, and so on

Basis staff Especially responsible for the installation and administration

of the development and productive system landscapes

Functional department staff / key user Responsible for workshops, questions from SAP,

end-user training, and possibly as a power user for simple configurations

Specialized Staff (Optional) Responsible for further specialized areas such as customization and configuration

Technical Details


System requirements

Product Product Version ComponentLogical Component

in SAP Solution Manager*

Comments

SAP BCM 7.0, SP02 N/A SAP BCM Software

SAP CRM70 Enhancement Pack 1, SPS 06

CRM70_EHP1_CRM_APPL_SERV_ABAP

Required only if BCM with CRM integration process is to be implemented

Microsoft Windows Server

2003/2008/2008 R2 32-bit or 64-bit

N/A Required OS

Java

Java SE Runtime 6 (JRE 6, or so called Java 1.6) 32-bit edition

N/A Required

Microsoft SQL Server

2005/2008/2008 R2 N/A Required


System landscape

MS SQL ClusterSAP BCM Servers

ReportingServer

BCM AppServer 1

BCM AppServer 2

SQL ClusterServer 1

SQL ClusterServer 2

Public Switched Phone Network

(PSTN)

Lan

Lan

E1/T1/J1

VOIPGateway 2

Lan

VOIPGateway 1

<Solution/Link to demo>

SAP Rapid-Deployment SolutionsThe fastest way to run your business better

Documents

Solution Details SAP Business Communications Management rapid-deployment solution V2.700