SAP Practice

Interaction center operations and management

The performance of the company's interaction center is enhanced by support for telemarketing, telesales, customer service, e-service, and interaction center analytics, as well as for the management of interaction centers.

1. Seamlessly coordinate all interaction center efforts -- including call lists, agent scripts, promotions, and additional channels -- and coordinate interaction center agents with broader marketing activities to ensure a focus on qualified prospects
2. Enable agents to drive more qualified leads into the pipeline, target existing customers with cross-and up-selling opportunities, and process orders and status information
3. Enable Web-based self-services, such as searching for FAQ's and solutions to problems, checking service contract entitlements, creating service requests, tracking the status of service requests, and contacting customer service
4. Streamline employee access to information through a central point of contact, and enable HR professionals to provide consistent, personalized service to employees across multiple communication channels, including telephone, e-mail, or chat forums
5. Companies can manage their multi channel interaction center through a role-based portal interface. Utilizing my SAP CRM functionality, they can support agent activities with scripts, alerts and messages, and knowledge management features, and provide managers with workforce management tools, and enable forecasting and advanced scheduling
6. Analyze customer interactions, business processes, and market opportunities -- and then apply the knowledge gained toward improving all customer-focused operations. Predictive functions help uncover hidden patterns, helping companies to anticipate risks and exploit opportunities in marketing, sales, and service