Stand-alone Functionality Overview - All Questions...Highly granular access control and security model supporting demanding data privacy policies Versatile Bundled suite for Inbound

Public

SAP Contact Center software version 7

SAP Contact Center Product Management

2014

Stand-alone Functionality Overview

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Agenda

1. SAP Contact Center Solution Capabilities

2. Deployment tools

3. Configuration tools

4. Contact Center Agent tools

5. Expert and Mobile Users tools

6. Supervisor and Monitoring tools

7. Interactive Voice Response (IVR)

8. Reporting and Analysis tools

9. Summary

3 © 2014 SAP AG or an SAP affiliate company. All rights reserved.

SAP Contact Center

Solution Capabilities


SAP Contact Center software Bundled Contact Center Suite

Inbound Contact Center

Outbound Contact Center

Expert and Mobile Users

Automated Services (/IVR)

SAP Contact Center Capabilities

Business Process capabilities in SAP

Deep SAP Business Context Integration thru Open Interfaces

SAP Contact Center solution helps organizations to rapidly reach performance,

quality and cost targets, especially in distributed customer service operations.

SAP Contact Center links communications with the appropriate business context by networking with

other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve

customer service, streamline business processes, decrease human latency and increase agility.


SAP Contact Center software Key Solution Capabilities

Inbound

Contact Center

Expert and Mobile

Users

Automated Voice

Self-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

Customer Service Operations

So

luti

on

ca

pab

ilit

ies


Consuming SAP Contact Center

Contact Center Agents

integrated with SAP CRM

Stand-alone

SAP Contact Center Agents

Expert and Mobile Users

Contact Center Manager /Supervisor /Analyst Users

Automated

Voice Self-Services

Business and Technical Administrator Users


SAP Contact Center for Best Run Customer Service

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


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications


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 Cloud 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

Cloud and

On-premise

deployment

models


Deployment tools


Infrastructure Administrator Deploy and Manage SAP Contact Center software

Single user interface to install, upgrade, monitor and maintain SAP Contact Center platform

Infrastructure

Administrator

key functionality:

Install and upgrade

SAP Contact Center

software

Create and manage

virtual customer

environments

Monitor and maintain

SAP Contact Center

services


Infrastructure Administrator Deploy and Manage SAP Contact Center software

Multi-Tenancy /Virtualization High Availability Scalability

SAP Contact Center software

multi-tenancy allows to deploy and

run multiple virtual customer

systems on same hardware

platform

Virtual customer systems runs

independently from each others

Ideal for both Cloud Service

Providers and OnPremise use

All SAP Contact Center core server

software components can be

multiplied and run in load balancing

mode

Server software components can be

distributed to as many servers as

needed necessary from business

continuity perspective

Enables SAP Contact Center

software upgrades without service

breakouts

SAP Contact Center scales up

flexibly and cost effectively by

adding new server hardware and by

multiplying /redistributing SAP

Contact Center server software

processes across servers

Also SAP Contact Center

Databases can run on one or

multiple separate database servers

Flexible and cost effective scalability


Configuration tools


System Configurator Manage SAP Contact Center Customer System Users and Functionality

Single user interface to manage Contact Center 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


System Configurator Manage SAP Contact Center Customer System Users and Functionality

Highly granular Access

Control model

Efficient Role, Group and

Template based administration

Adapt in real time

Every object (user, queue,

campaign, etc) access control rights

can be controlled by appropriate

access control type (read, modify,

create, delete, etc)

Full flexibility to define data privacy

rights according to business needs

(OnPremise and Cloud)

Use Roles, Groups and Templates to

define SAP Contact Center users

rights and user interface settings

Change to Role, Group or Template

affects to all objects (users, queues,

etc) assigned to it

Efficient way to deploy and manage

SAP Contact Center system

Configuration changes takes effect

on-the-fly without any server side

restarts

For example agents using CDT

softphone receive automatic

notification if administrator has e.g.

added an queue for them

Ultimate Business Responsiveness


System Configurator Role, Group and Template based Administration models

Admin Users SAP Contact Center

administration users

(may also have

Contact Center user

rights)

Admin Roles Default administration

roles

User Roles Default user roles

providing generic

Contact Center user

rights to e.g. directory

and presence profiles

Contact center

users Contact center agents,

team leads and

managers

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


Contact Center User Directory


Directory Templates Default directory views

User Settings

Template Default CDT and

Convergence users

settings

Contact Center Users Contact center agents,

team leads and

managers


Directory Groups Default directory group

contains all created

Contact Center users

and queues

Office User

role

CC Agent

role

CC Supervisor

role

Expert User

role

. . .

CC Users and Queues Directory

Office User

template CC Agent

template

CC Supervisor

template Expert User

template

Basic

View

Advanced

View

Switchboard

View



Contact Center

Users Contact center agents,

team leads and

managers


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


System Configurator Unified Contact Routing

Unified Multi-channel

Contact Routing

Contact Center Queues Queue Prompts and Schedules

Call, Callback, Email, Chat, Fax,

SMS and Action Item channels

Wide selections of contact routing

mechanisms

Routes customer contact to best

available Contact Center Agent

Optimizes CC Agents utilization

Define rules how queue contacts

shall be routed to agents

Define Script that agents shall use

when handling contacts from

particular queue

Define other e.g. monitoring and

reporting related settings

Load and activate queue prompts

on-the-fly (or use default prompts)

Define and manage queue open

/closed schedules on-the-fly

Play queue prompts according to set

schedule


System Configurator Interactive Voice Response (IVR) /Voice Self Services

Voice Self Service as part of

your customer service

End-to-end Voice Self Services 3rd party integrated Voice

Self Services

Voice menus; e.g. language and/or

service selections

Customer recognition services

Ad-hoc notification services (e.g.

abnormal service announcements)

Fully automated services such as

order intake or order cancellation

services

Off-hours automated services

Also 3rd party Voice Portal /IVRs

can be used in addition or replace

SAP Contact Center inbuilt IVR

Integration via standard SIP

interface using X-Headers


System Configurator Directory and Presence Services

Internal Directories External Directories Presence Services

Each SAP Contact Center user and

queue can be published in internal

directory

Users can be place in one or many

directory groups

Directory access rights and views

can be modified freely

Non-SAP Contact Center users can

be placed to external directory

groups: e.g. customer and partner

directories

Directory data visibility for SAP

Contact Center users is defined via

access rights

SAP Contact Center users can see

each others presence information

according to given access rights

SAP Contact Center user presence

is consolidated from user phone

status (free, busy, logged out) and

user activated presence profile (e.g.

available, meeting, vacation, etc)


System Configurator Outbound Campaigns Management

Campaign data import tools Campaign Management tools Campaign data export tools

Import tools to load new Campaign

Calling List to SAP Contact Center

database

Update existing Campaign Calling

List using import tools

Schedule Campaign Calling List

import e.g. on daily or weekly basis

Manage Outbound Campaign

settings, e.g: dialing mode, dialing

times, agents, scripts, classifiers,

filters, monitoring rights, etc.

Preview, Progressive and Predictive

dialing modes

Start /Stop Campaign

Export Outbound Campaign results

on daily basis, manually when

needed or once Campaign ends

Campaign export contains both

original calling list data including all

call attempts and associated call

results


System Configurator Call Recording Services

Server Side Call Recording Client Side Call Recording Search and Listen Recordings

Designed for professional use

Calls can be recorded in multiple

ways: per queue, per user, per

outbound campaign, record all calls,

deactivate recording

Recorded calls are stored to

administrator defined location

Designed for Contact Center Users

personal call recording needs

Recorded calls are stored to user

defined location

Recorded calls are not visible in SAP

Contact Center Monitoring and log

files

Access to server side recorded calls

are controlled with SAP Contact

Center access control

Recorded calls can be searched via

SAP Contact Center Online

Monitoring or CDT softphone UI

Recorded calls listening takes place

in CDT softphone UI


Contact Center Agent tools


Communication Desktop (CDT) Call handling tools

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


Communication Desktop (CDT) Directory and Presence Services

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.

SAP Contact Center

presence indicator is an

combination of user phone

status and readiness to

communicate. This

combined presence

indicator provides search

users status on one

eyesight.


Communication Desktop (CDT) Classification forms and questionnaires (Scripting)

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 per service channel

Conduct transactional customer

satisfaction surveys

Access script results thru SAP

Contact Center Online Monitoring

and Reporting

Inbound and outbound

questionnaires

Enrich agent productivity by

providing service specific information

and hyperlinks to support contact

handling

Easy-to-use tools to manage scripts

Link scripts to one or many inbound

queue or outbound campaign

Script changes takes effect in

real-time


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 SAP Contact

Center 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.


Communication Desktop (CDT) 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.


Communication Desktop (CDT) Outbound Campaign Calls

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 SAP

Contact Center 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.


Communication Desktop (CDT) Contact History covering all contact types

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.


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.


Expert and Mobile User tools


SAP Convergence 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 Contact Center 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


Multi-Terminal Desktop (MTD) Remote Workers with limited data bandwidth

SAP Contact Center setup where agent uses e.g.

mobile phone or home phone as phone terminal but

can still use all CDT softphone or SAP CRM integrated

telephony toolbar functionality

Recommended e.g. for remote workers whose data

connection can not carry VoIP calls

Speciality with this scenario is that even when

answering on the mobile phone, the CTI integration is

able to utilize the call information: Screen pop-up with

customer information and limited call control are

available.


SAP Contact Center

Routing

Employees

Customer

Call

HR Experts

External Agent functionality Log in to SAP Contact Center Voice Queues where ever you are

Queues Skills

Availability

Mobile

Need for HR

support

Experts in

HR dept.

New York

London

Use case: Internal HR HelpDesk

HR experts around the world log-in to a

HR service queue with a mobile phone.

Employees with need for HR support call

in to a central HR service number.

SAP Contact Center locates the best

available expert to support and connects

the two parties on the phone.

“

“

SAP Contact Center Users can login voice queues with any phone in the

world enabling truly virtual contact center anywhere


SIP based IP Desk Phones For Office Experts wanting to use traditional phone “user interface"

IP Desk Phones key functionality

Extension calls management

• Incoming and outgoing calls

• Call transfer (direct and thru consultation call)

• Call conference*

• Call hold / retrieve*

• Call recording (using SAP Contact Center Server side recording)

• Local directory entries*

• Local quick dial keys*

• DTMF tones

• Local call history*

• Call volume settings*

• Mute*

Access to SAP Contact Center voice queues

• Auto-allocation queues

• Hunt group queues

Access to SAP Contact Center presence services

• Via Voice Self Service or using quick activation keys

Examples of supported SIP phones

• Polycom

• Cisco

• Snom

• Please refer SAP Contact Center Infrastructure Compatibility list for details

* = Supported depending on IP desk phone manufacturer model


Supervisor and Monitoring tools


Online Monitoring Monitor your Contact Center service performance in real-time

Identify customer service situation

and bottlenecks in real time

Monitor, support and manage

agents and teams

Follow-up Outbound Campaigns

results on-the-fly

Contact volumes in different services

Staffing and agent activities /statuses

Service Alarms based on monitoring

user defined configuration

Adjust department and teams level

operations via Monitoring and/or

System Configurator tools

For example queue assignments, skill

requirements, service announcements,

open /closed schedules, etc.

Outbound Campaigns calling volumes

Outbound call durations

Outbound Agents performance


Online Monitoring Get notified about abnormal Contact Center service situations

Create personalized system status

bar views

Define alarm threshold levels Receive notification once set alarm

threshold is exceeded

Create personalized system status bar

views to quickly change monitoring

perspective

For example create separate calls,

emails and chat channels related

system status bar views

Define appropriate alarm threshold

levels per queue

Number of contacts in queue, longest

waiting time and number of logged in

agents in queue

Queue alarm view pop-up automatically

once set alarm threshold level is

exceeded

Helps to notify bottlenecks immediately

Take corrective actions on-the-fly


Online Monitoring Monitor Outbound Campaigns status and performance

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.


Online Monitoring Monitor Scripting and Satisfaction Survey results real-time

Online Monitoring user can monitor Scripting results (inbound and outbound) and also

Customer Satisfaction Survey results real time

Online Monitoring user

selects the script he/she

wants to monitor and

provides time range.

Script Results show the

amount of saved scripts

and questions, and also the

distribution of the answers

per question and saved

scripts


CDT Supervisor Tool Coach and Support your Contact Center Agents

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


Interactive Voice Response (IVR)


Interactive Voice Response Key Capability Overview

Key Technologies Key Capabilities Key Benefits

Fully inbuilt, software & IP based

IVR interacting with DTMF tones

VoiceXML support

Integral part of SAP Contact

Center High Availability concept

Supports SAP SOA architecture

Voice menus such as language and

service selections

Caller recognition and personalized

customer service capabilities

Conditional Routing capabilities

Automated voice self-services

Seamless IVR interactions at any stage

of the call flow

Automate routines and provide

personalized customer service 24/7

Improved first call resolution rates using

IVR as routing assistance

Cost efficient compared to 3rd party IVR


Auto

mate

d t

ransfe

r

aft

er

the

call

Call to Oil Sales Queue (301)

Interactive Voice Response (IVR) Inbuilt Customer Satisfaction Surveys Overview

Customer Oil Sales Queue (301)

Opt-In IVR (401)

Welcome prompt: ”Hello and welcome

to Oil Sales…”

Opt-In question: ”We are conducting

a customer survey…”

”Press 1 to participate...”

DTMF: ”1”

Opt-In Instructions: ”After you have

finished with agent…”

Oil Sales Queue (301) Queue prompt: ”You are in queue,

please wait…” Agent

Agent speaking: ”Hello Mr. Smith. This is Jill, how

may I help you?...” ”Hi Jill, this is John. I

have the following…”

Agent finishing: ”Thank you, Mr. Smith. Bye…”

Survey IVR (440)

Survey Instructions: ”Next you will

hear 3 questions…”

Question 1: ”Was your issue solved…” DTMF: ”1”

Question 2: ”How satisfied are you

with customer service representative?” DTMF: ”5”

. . . .

Question 3: ”How satisfied are you

with our products in general?” DTMF: ”4”

Closing: ”Thank you for participating..”

. . . .


Interactive Voice Response (IVR) Ask customers willingness to participate Post Call Survey

Opt-in Features

Opt-in can be defined for each voice queue individually.

Caller is presented with question to participate to post-call

survey (alternatively post-call survey is enabled for all callers).

Opt-in percentage can be defined, e.g. do opt-in for 25% of the

callers.

Opt-in IVR can query SAP CRM or SAP ERP data. This

means that we can do opt-in for business partners that fulfill

defined criteria.

Opt-in results can be monitored in real-time using SAP Contact

Center Monitoring tool

Opt-in results are automatically reported in SAP Contact

Center Reporting.

Opt-in IVR structure and prompts can be customized using

SAP Contact Center System Configurator tool.


Interactive Voice Response (IVR) Modify Customer Surveys according to business needs

Survey features

IVR Survey questionnaires can be defined for each voice

queue individually. There can be several parallel survey IVRs.

Survey can contain instructions and a free number of

questions. The inputs can choices or numerical.

Like any SAP Contact Center IVR, the survey IVR and

prompts can be customized using SAP Contact Center

System Configurator tool.

Survey IVR results can be monitored in real-time using SAP

Contact Center Monitoring tool

Survey IVR results are automatically reported in SAP Contact

Center Reporting.


Reporting and Analysis tools


SAP Contact Center Reporting Analyze – Identify – Adjust – Measure

Understand your customer behavior Analyze your productivity Reporting data conveniently

available in tools you like:

Know how, when and why your

customers are contacting you

Use contact volume reports to analyze

seasonal patterns in customer contacts

and channels

Agent reports enables you to analyze

your contact handling performance

See how you are meeting your service

level targets

Know who are your top performers

On your workstation thru your browser

On your iPad using SAP Business

Objects Exporer

Combined with your other business

data e.g. SAP BI


SAP Contact Center Online Monitoring and Reporting Architecture Overview

Contact Event Manager (CEM)

Outbound campaigns

SMS engine Agent presence

Agent skills Chat channels Email channels Voice channels

Queue status

Data Collector (DC)

Online Monitoring Data

Data Universe

SAP Contact Center Data Warehouse Data Staging Area

Data Universe 2 1 n

IP Deskphones External agents IVRs Softphones PSTN gateways

SAP Contact Center Online Monitoring

SAP BusinessObjects Dashboards

SAP BusinessObjects WebIntelligence

SAP BusinessObjects Explorer

Microsoft Reporting Services

SAP NetWeaver Business Warehouse

Reporting Data Interface

SAPphone CCtr interface

SAPphone RFC interface

SAP CRM

SAP NetWeaver BW

MS SQL 2008 MS SQL 2008

OLAP

Online Monitoring Analytics and Reporting

SAP Contact Center responsibility


SAP Contact Center 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)

Utilization

(monthly, weekly, daily and quarter-hourly)

Work done (monthly, weekly, daily and quarter-hourly)

Queue, Skill and

Script Reports

Queue serving

(daily, hourly and quarter-hourly)

Queue skill

(daily, hourly and quarter-hourly)

Script Results

(volume, queue volume, queue volume per

day, agent group volume, agent volume)

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)

Agent classifier (annual, monthly, daily)

Script results (annual, monthly, daily)

SAP Contact Center 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. SAP Contact Center Data Warehouse

Data Universe 2 1 n

OLAP


SAP Contact Center 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


SAP Contact Center 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.


SAP Contact Center – Best Run

Customer Service Summary


■ Lower system installation, integration,

maintenance and scalability costs

■ Bundled solution (vs. separated

components

■ Reduced risk and complexity

■ Monitor Your Contact Center performance in real-time

■ Adapt Your Contact Center operations in real time

■ Know how, when and why Your customers are contacting Your company

■ Shorter response times due to increased agent

productivity and first time resolution rates

■ Consistent customer service across channels

■ Easy and cost efficient to leverage office and

mobile experts to serve customers within their

own expertize area

■ Respond to high contact volume peaks

Contact Center

Management

SAP Contact Center Benefits

Lower System TCO

Adapt Contact Center operations in real time Better Service to Customers

Expand Your Contact Center

resources and quality

CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n


Contact Center

Management

Proven customer value with SAP Contact Center

Lower Your System TCO

Adapt Your Contact Center operations in real time Better Service to Your Customers

Connect Your office and mobile

experts to serve Your Customers

CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n

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

■ Six-digit savings on annual

basis for forwarded calls

■ Live in 3 months with very

stable system

Better utilization of expertise and

resources cuts customer waiting

time down from 60 to 29 secs.

■ Ability to use call center

resources more effectively

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Elements to become the Best Run Customer Service

with SAP Contact Center

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 Customer Service

Customer facing employees

(front line and experts)

Operations management

Systems management


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications


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 Cloud 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

Cloud and

On-premise

deployment

models

© 2014 SAP AG or an SAP affiliate company. All rights reserved.

Thank you


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