- Understand and adjust your Contact Center operations in real-time - Know exactly what needs to be improved and where the required savings can be found
- Leverage all Your resources to improve customer satisfaction - Leverage expertise in the back-office and in the field to route customer contacts immediately to the best available people
- Use Contact Center as Your strategic asset - Contact Center is the eyes and ears of your organization towards your customers
SAP BCM is a multichannel, VoIP-based communications management application that helps companies control their interactions with customers. I
t is designed so that calls are kept locally but where they are routed and which are recorded can be controlled either locally using an on-premises application or in the cloud.
BCM includes call recording, IVR and unified interaction routing (interactions from multiple channels are routed through a single queue). It has a built-in directory of valid users that works in conjunction with presence capabilities so that one user (agent) can identify others who are available on the network, either to collaborate on the resolution of an interaction or for one user to transfer the interaction to another.
The directory lists users' skills to help one pick out someone who has the right skills to handle a particular customer interaction.
All of BCM's capabilities are fully integrated with each other, and there is a single point of administration. This close coupling makes it possible to centralize reporting and analysis and to combine information from multiple sources to provide a broader base of information for reports and analysis.
Integration also extends to other applications, particularly others from SAP such as SAP CRM, ERP, ByDesign, BOBJ and BI for more extensive reporting.
These integrate at the lowest level, thus providing more out-of-the-box interoperability than normally is possible between third-party applications. Other non-SAP applications can be integrated using Web services.
SAP also provides consulting services to help customers get up and running. In summary the set of products provides tightly integrated capabilities with VoIP-based smart PBX functionality, core capabilities of unified communications (presence and collaboration), multichannel routing, and reporting and analysis; alongside tight integration with CRM. This does not make a fully functional contact center, but the communications management supports companies as they try to improve the way they handle customer interactions.
Best Run Contact Center helps you to understand what your customers ask from you and realize what kind of products /services and skills you need to respond customer demand at any given time
To learn more about how your company or organization can benefit from SAP BCM processes or to find out more about SAP Contact Center solution, please call us or complete the contact us enquiry form.
Small Businesses and Midsize Companies
iPuzzlebiz will help you to maximize your investment in SAP software by providing named user and package licenses. We will help you develop the key business metrics needed for you to align them with your business real-world requirements. iPuzzlebiz will enable you to pay for financing and IT equipment leasing services in one total payment.
We also help you make more-informed investment decisions in line with your area of responsibility, specific business requirements, business acceleration and solution specialization. Please find below the set of products and solutions with the strong interest in the market at the present time:
SAP BusinessObjects BI, Gain the insight you need to seize opportunities
Are you utilizing the power of business intelligence? (Optimize Your Business Plan with BI) / Lumira and SAP Crystal Solution
S/4HANA is a new business suite of applications designed to run simple in the digital economy.
Built on the advanced in-memory platform, SAP HANA®, and designed using the most modern user experience, SAP Fiori®. SAP S/4HANA is a re-imagined suite to re-imagine business.
SAP S/4HANA, edition for SAP Business All-in-One
SAP S/4HANA extends the value of simplicity to all lines of business and industries end-to-end with guided configuration for adoption, a modern user experience for business users of all roles in a company on almost any device, a simplified data model, on-the-fly insight at the highest level of granularity and re-imagined real-time business processes.
SAP Business One - A Single Integrated Business Management Application For Small Business
The SAP Business One application integrates all core business functions across your entire company including financials, sales, customer relationship management, inventory, and operations.
SAP Business One Mini iTour
Unlike many other small business solutions on the market today, SAP Business One is a single application, eliminating the need for separate installations and complex integration of multiple modules. This is ERP software made for the small business, built to move your organization past a basic accounting solution and disconnected management systems.
SAP Business One automates your critical business processes to improve operational efficiency and integrates all business information to drive sound decisions. With clear visibility company-wide, you can gain greater control over all business areas, see who your best customers are, and serve them better.
Think outside of the office with mobile analytics from SAP
SAP Mobile BI solutions is an affordable way to give your entire team an immersive mobile experience designed to increase their productivity and efficiency.
SAP Afaria- Managing the Proliferation
of Devices in Your Organization
Mobile Strategy Map
Tap into secure information from anywhere. Make smarter decisions based on real-time visibility into big data. Manage mobile applications across departments. And much more.
With mobile analytics from SAP, you get the best of both worlds mobility and business analytics. Our comprehensive solution helps you:
- Address customer issues proactively
- Make sure your sales and field reps have the data they need to answer customer questions on the spot
- Navigate information intuitively in ad-hoc and free form ways
- Lower total cost of ownership through reuse of deployed BI reports and platform functionality
In addition, only SAP Mobile Analytics allows you to customize the way you view large amounts of data with easy to use interactive charts and dashboards that help guide decision-making and manage risk.
Learn why using a SaaS solution is a strong strategy for small and mid-size business using bring your own device (BYOD).
|| Digital business transformation|
E-commerce, marketing, billing, sales and service - all in one solution. Save time and money with SAP Hybris