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SAP CRM: Interaction Center
Support multi-channel customer communication with an on-premise CRM interaction center
Streamline and enhance customer interactions across all touchpoints. The interaction center capabilities in our on-premise CRM software can help you dramatically improve multi-channel communication for your sales, service, and marketing activities.
Why SAP CRM for Customer Interaction?
Because to earn the business of today’s empowered customers, you need to leverage all available channels and processes – and provide differentiated customer service. With the interaction center capabilities in SAP CRM, you can:
Manage customer service interactions – tech questions, complaints, entitlements, and field service – in an integrated platform
Integrate with a variety of multi-channel communications solutions to help contact centers boost customer satisfaction
Leverage advanced analytics to help managers track operations, identify trends, and quickly spot and respond to problems
Key interaction center capabilities in SAP CRM:
Interaction Center for Service
Equip your employees with the tools they need to deliver five-star customer service and resolve issues on first contact – with interaction center capabilities for service.
Customer service and support
Give customer service reps an integrated view of all information needed to resolve problems without multiple transfers.
Simplify processes for issuing financial credits and customer returns, and manage escalations with business rules.
Help desk support
Use information from a knowledge base to provide an initial assessment of customer issues and check the status of pending requests.
Interaction Center for Marketing
Identify, serve, and retain the qualified leads that matter most to your company with interaction center capabilities for marketing.
Extend the reach and impact of campaigns by running them on multiple channels, including outbound dialing and e-mail.
Qualify leads through surveys and other means, then assign them to the most qualified sales agents to improve lead-conversion rates.
PersonalizationIdentify and present the right products and offerings to the right customers, and increase cross-sell and up-sell revenue.
Interaction Center for Sales
Establish a fluid sales pipeline by leveraging interaction center capabilities to qualify leads, capture orders, and complete sales.
Account and contact management
Get a complete, accurate view of all critical customer information.
Trigger and track follow-up tasks and business activities, and efficiently allocate them to the appropriate resources.
Maximize visibility into each sales opportunity, including milestones, progress, and key players.
Quotation and order management
Configure products, determine pricing, create proposals, and track orders for efficient sales order management.
Shared Service Center
Offer your workforce the same service you offer your customers – and consolidate all employee services in a shared service center.
Employee interaction center Deliver accurate, consistent employee information in a cost-effective yet service-oriented way.
Accounting interaction center
Automate your accounts payable help line, so agents can quickly respond to inquiries and check payment status.
IT service deskCategorize and dispatch service requests, and manage IT-related incidents in a standard ITIL environment.
Connect with customers on their preferred channel, extend the reach of your marketing campaigns, and provide exceptional service – with interaction center capabilities for multi-channel communication.
Communication channel managementEmploy a wide range of touchpoints, including Web, e-mail, phone, fax, and post.
E-mail response management
Automate e-mail analysis, routing, and response based on configurable rules.
Process modelingCreate interactive scripts and automated escalation procedures based on defined business rules.
Interaction Center Analytics
Monitor interaction center and agent performance, identify trends, and speed up problem-solving – with powerful analytics.
Establish and track common interaction center metrics, such as average handling time and response speeds.
Process-based analyticsCreate and monitor metrics for key business processes, such as items completed by agent and first-call resolution rates.
Generate metrics that blend multiple elements, such as average handling time by problem type.
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