CALL CENTER SOFTWARE

MAKE EVERY CALL COUNT WITH CALL CENTER SOLUTIONS FROM SAP

Companies are looking everywhere for margin-enhancing opportunities. No longer is the call center seen as just a cost of doing business. Rather, companies see the call center as both a profit center and an opportunity to gain a competitive advantage.

How can you make this happen? Use call center software to provide the superior and differentiated customer service that inspires customers to return again and again – and recommend your business to their friends and colleagues.

With SAP CRM's call center software, you can maximize customer loyalty, reduce costs, and boost revenue by transforming your call center into a strategic delivery channel for marketing, sales, and service efforts, achieving these key benefits:

Increase sales and extend market reach by using call center software to make more relevant offers.
Drive customer loyalty and demand through targeted, personalized telemarketing campaigns.
Improve customer service by resolving customer issues during the first call.
Provide a consistent customer experience across all contact channels.
Gain insight into, analyze, and act on call center operations and trends.

Comprehensive Call Center Solutions from SAP

Use call center software features of SAP CRM to manage all processes within your call center:

Marketing – Seamlessly coordinate all call 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.
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 – 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.
Call center analytics – Measure, predict, plan, and optimize your call center by analyzing customer interactions, business processes, and market opportunities – and apply the knowledge gained to improve your customer-focused operations.