Reduce cost to serve, enhance customer retention & boost CSA morale
A configurable suite of applications easily integrated with SAP Customer Experience and SAP S/4HANA, reading past interaction history, contextual data & predict Interaction Reason using ML in real time, Next Best Action Determination & Process Automation leveraging SAP BTP services.
Overview
Reduce average call handling time and cost
Reduce average call handling time which results in direct cost savings and resolution time for both customers and agents. Extremely beneficial for large customer service organizations.
Business rules based consistent customer resolution
Configurable business rules and automation provided in the solution ensures consistency in handling resolutions resulting in improved CSAT. Standard and harmonized responses ensure better response to customers.
Help uberization for customer service activities
Centrally controlled and managed customer service related business rules enables faster onboarding of CSAs thus allowing companies to uberize the operations to balance capacity vs demand.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Retail, Utilities, Public Sector, Telecommunications
Compatibility
Works with
Features
ML Model to predict reason for interaction
Machine learning Model to predict interaction reason based on previous interaction history and other customer details. Review of past interactions by the ML algorithm gives better prediction of why the customer is calling.
Actions suggestions based on agreed SOP
Suggests actions based on predetermined rules, SOPs and automate resolutions that can be maintained by business users. Process Automation to perform actions agreed with Customer.
Seamless Integration with your CRM
Seamless integration within the current customer interaction center functionality of underlying CRM system. REST API repository to derive data from various sources, interoperable with SAP On-premise and Cloud applications suite.
Plans and pricing
All plans include:
Base
The edition allows set up of Wipro CCS solution into Clients existing systems and provides instant intelligence for incoming customer call. SAP Cloud
Per YearEUR 55,000.00- EUR per Users
- Minimum contract 1 month
The edition allows set up of Wipro CCS solution into Clients existing systems and provides instant intelligence for incoming customer call. SAP Cloud
Custom Base
Indicative Cost of 97K USD to integrate CCS application in your landscape . Price excludes Software Licenses and subscriptions.
CCS application in SCP and its integration with Service cloud/S/4 HANA customer management.
ML Model hosting and training on customer data.
Setup API endpoints for ML consumption by CCS application.
Configure SCP Business Rules for Next Best Actions functionality.
Cost is only for our implementation services for up to 10 weeks
Implemented on Customer environments and subscriptions (SCP, S/4 HANA / Service Cloud, SCP Business Rules)
Per YearEUR 97,000.00- EUR per Users
- Minimum contract 1 month
Indicative Cost of 97K USD to integrate CCS application in your landscape . Price excludes Software Licenses and subscriptions.
CCS application in SCP and its integration with Service cloud/S/4 HANA customer management.
ML Model hosting and training on customer data.
Setup API endpoints for ML consumption by CCS application.
Configure SCP Business Rules for Next Best Actions functionality.
Cost is only for our implementation services for up to 10 weeks
Implemented on Customer environments and subscriptions (SCP, S/4 HANA / Service Cloud, SCP Business Rules)
