SAP Business Communications Management

Set your business apart with superior customer service – using SAP for contact centre communications

Empower contact centre agents to deliver speedy, reliable, and consistent customer service through multiple channels – with SAP Business Communications Management (SAP BCM). Use robust call centre functionality and interactive voice response (IVR) to efficiently connect customers with the right agents and information at the right time.

  • Boost call centre efficiency with an advanced call centre communications solution
  • Take advantage of interactive voice response (IVR) contact routing
  • Connect all sites, employees, and even remote workers with one communications solution
  • Monitor and adapt your customer service operations in real time
  • Lower total cost of ownership while delighting your customers with improved service
Call centre rep using a head-set
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SAP BCM Receives Frost & Sullivan Award

Frost & Sullivan has researched how best-in-class companies worldwide manage growth, innovation and leadership. Based on these findings, Frost & Sullivan is proud to present the 2012 North American Customer Value Enhancement Award in Contact centre Systems to SAP Business Communications Management.

Agent handling a customer inquiry

Aberdeen Report: Agent Desktop optimisation

On average, agents spend 26% of their time during each customer interaction looking for relevant data across different systems. This Aberdeen report reveals business processes and technologies that top-performing companies use to give agents relevant and timely information through their desktop.

Co-workers discussing issue

Frost & Sullivan Report: Saving with SAP BCM

Companies with contact centre operations are often looking for ways to deliver better customer service at lower costs. Explore how SAP BCM can help you do just that – with a lower total cost of ownership than similar solutions. How? Review four use-case scenarios from Frost & Sullivan to find out.

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