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• Marketing
• Seamlessly coordinate all interaction center efforts, including call lists, agent scripts, promotions, and additional channels, and coordinate them with broader marketing activities to ensure a focus on qualified prospects.
• Provide agents with all the information they need to deliver relevant information to prospects.
• Sales
• Help agents drive more qualified leads into the pipeline, capitalize on cross-selling and up-selling opportunities, and process quotes, contracts, orders and status information.
• Customer service
• Enable interaction center agents to handle large volumes of incoming e-mail in a direct or automated fashion, as well as communicate by phone or chat sessions.
• Allow agents to research and diagnose problems, handle complaints, confirm contract entitlements, address customer concerns, assist with returned materials, answer technical questions, make exchanges, and even schedule field services.
• Shared service center
• Deploy company-wide HR help desks that streamline employee access to information and enable HR professionals to provide consistent, personalized services.
• Implement IT service desks to carry out IT Infrastructure Library (ITIL) compliant incidents, service requests, problems, changes, and knowledge management.
• Run an accounting interaction center to provide a help desk for financial accounting related issues.
• Interaction center operations and administration
• Manage a multichannel interaction center with a role-based interface that enforces business rules and arms agents with scripts, alerts and messages, and knowledge management features, which speeds customer service.
• Give managers powerful tools for administering the interaction center.
• Multichannel communication
  • Integrate multichannel communications solutions, including SAP Business Communications Management and third-party solutions, with your interaction center. These support both inbound and outbound interactions via voice, text messaging, Web contacts, and e-mail.
• Interaction center analytics
• Measure, predict, plan, and optimize your interaction centers by analyzing customer interactions, business processes, and market opportunities, and apply the knowledge gained to improve your customer-focused operations.

In addition, SAP solutions and applications support a wide range of business processes related to the customer relationship management, including category management, multichannel retailing, price management, price optimization, and sales order management.

Want to learn more? Contact us, or contact your nearest SAP sales office .