Know your customer’s issue – before you answer the call
Our solution is a powerful, intuitive tool that aggregates a range of account data to help even inexperienced agents quickly and accurately predict why customers are calling – leading to faster issue resolution, reduced AHT, and increased CSR productivity.
Overview
Reduce Average Handle Time (AHT)
iCE aggregates real-time data from SAP S/4HANA and other systems and intelligently flags potential customer issues using configurable, color-coded ‘alerts.’ Agents can then quickly navigate directly to the right call center view, minimizing the number of clicks needed to resolve issues.
Improve First Call Resolution (FCR)
iCE gives agents an intuitive, holistic view of aggregated data from SAP S/4HANA and other systems– and, based on the data, intelligently flags likely customer issues. With just a quick scan, agents know where to focus their effort, and can quickly drill down to view relevant transactional data.
Isolate outlier exceptions to better focus on resolution
iCE is a framework designed for expansion, so you can add additional alerts based on specific needs. As each alert has configurable thresholds, these can be adjusted over time to help isolate outlier exceptions to continuously evolve your system to better focus on resolution.
Details
Solution type
Extensions and Add-ons
Industry
Utilities
Compatibility
Works with
Features
Native Fiori framework designed to work with any call center
Cloud native Fiori-based framework that works with any call center integrated with SAP S/4HANA including Customer Engagement, Service Cloud or other CRM application. As it is independent of the call center it will serve as a reference point to the agent as they navigate to answer the customers query
Configurable thresholds for more targeted alerts
Each alert has its own threshold configuration to determine what type of “traffic light” condition to display, whether it is the existence of a value or delta variation between two values (either as a percentage or a numeric value).
Drill-down display of alert details
Each alert shows high-level information about the condition of that alert that will in turn leverage native Fiori CDS views to retrieve additional information. This secondary view enables an agent to see the historical view of data to put the alert into context.
Plans and pricing
All plans include:
Intelligent Customer Engagement extended usage
Full product included extended usage
Price upon requestFull product included extended usage
Intelligent Customer Engagement setup fee including up to 25
Full product including 25 users
Includes 25 Users Price unavailable in this region- Minimum contract 1 year
Full product including 25 users
Includes 25 Users
Technical Information
| Solution type | Extensions and Add-ons |
| Category | Customer Service |
| Industry | Utilities |
| Works with |
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The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.
| Deployment |
Deployed at scale on device This product is designed to be downloaded and deployed at scale on devices (e.g. mobile applications, intelligent agents, etc.) |
| Globalization |
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| Operations |
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The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.
| Security |
Follows the secure software development and operations lifecycle (SDLC) Secure practices include design, architecture, implementation, test, release preparation, shipment, operations, and support. Open-Source components run latest version. |
| Compliance |
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| Privacy policy |
SAP's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner. |
Resources
Intelligent Customer Engagement (iCE) product explainer video
Publisher
HCL America Solutions Inc.
HCLTech is a global technology company, home to 222,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products with consolidated revenues of $12.3 billion.
