Inbound Contact Center Telephony: Product Demo

Learn how the SAP Business Communication Management rapid-deployment solution – inbound contact center feature – can help you automate and configure a solution to set up and manage your contact center efficiently.

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  • http://www.sap.com/demos/mmov/demos/sap-bcm-rds-inbound-contact-center-telephony-demo-clip-us.mp4
    • SAP Business Communications Management is a comprehensive, stand-alone contact center solution that can be implemented in just five weeks within SAP and non-SAP environments. It also supports a virtual contact center model, allowing you to centrally manage all of your contact centers as one, virtual unit. So if there is a sudden peak in one location, calls can be transferred to other locations, and service levels will remain stable. Let’s start by getting familiar with the functionality that a contact center agent would use. The user interface, which is called the communication desktop, is a browser-based application that provides easy access to comprehensive functionality and multiple views. In the extended view, you can see all of your queues and the history of calls. There’s also a dashboard that shows your individual performance statistics, as well as the statistics related to your team. This allows all team members to see in real time how they are performing and whether they are reaching performance targets. The extended view also gives you access to the resource directory, which makes it easier to connect and collaborate. For example, here you can see a list of all product specialists and their current phone status and availability. If you’re unable to handle a call, you can use this directory to quickly identify the best-available agent to assist a customer. This avoids unnecessary call transfers to unavailable agents and increases first-contact resolution rates. You can also indicate in the system that you’re ready – or not ready – to handle an inbound call. Here’s the built-in softphone with advanced controls for answering a call, placing a caller on hold, transferring a call, performing a warm transfer, and having a consultation conference call. Finally, the software provides voicemail, which you can access directly from the communication desktop or as email attachments. Now let’s take a look at a day in the life of a contact center agent using SAP Business Communications Management, rapid-deployment solution. In this example, Bob, a contact center agent, decides that he doesn’t need to see the detail in the extended view, so he switches to the “Normal” view of the interface. This frees up more desktop real estate so he can work with other applications simultaneously. He also changes his status from ‘Paperwork’ to ‘Serving’ so the system – and other agents know that he’s ready to take inbound calls. Here’s Bob’s queue list, which shows the number of calls in queue, the longest queuing time, the number of agents that are serving a queue, and the total number of agents that are available to take calls. The software’s IVR, or interactive voice response and menu, automatically routes inbound customer service calls to agents based on needs so the contact center can deliver fast, accurate service and increase first-call resolution rates.
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  • video Inbound Contact Center Telephony: Product Demo