With SAP Business Communications Management software, your organization can deploy IP telephony for everyone who needs it, including telemarketing experts, customer service agents, switchboard operators, office workers, mobile experts, and their managers.

SAP Business Communications Management enables key business processes, including:

• Running an inbound contact center
  • Run a single or multisite inbound contact center to respond to customer inquiries.
  • Give agents – no matter where they're located – full access and control over communications functions via Web-based tools.
  • Give managers the real-time monitoring, reporting, and quality analysis functions they need to make better business decisions, continually improve agent performance, and support long-term process development.
• Running an outbound contact center
  • Plan and execute outbound telesales, telemarketing, and proactive customer service programs efficiently and effectively, across all locations.
  • Minimize redundant work by combining disconnected outbound-calling initiatives into a single, networked operation.
  • Give managers the real-time monitoring, reporting, and quality analysis functions they need to make better business decisions, continually improve agent performance, and support long-term process development.
• Enterprise-wide communications management
  • Provide an all-IP communications foundation for communication-enabled business processes across the enterprise.
  • Provide enterprise-wide IP or Voice Over IP (VoIP) telephony for everyone who needs it – from any network-connected workstation, terminal, or mobile phone around the world.
• Reporting
  • Monitor and manage your communications in real time.
  • Adjust communication-enabled business processes as needed and manage multiple locations as a single entity.
  • Give your organization a combined operational and business view of all communications and contact center operations.
• Interactive voice response (IVR)
  • Provide automatic voice response to customer inquiries or gather information for intelligent routing of inquiries.
  • Allow customers to respond by touch tone, obtain or leave information, and, if needed, connect to the appropriate contact center agent.