Single screen access to all customer data
Provides instant access to your valuable customer transactional information which empowers agents to serve your customers quickly and efficiently – The Aberdeen Group estimates each additional screen that an agent needs to view costs $1,400 per agent, per year. For a 400 agent Contact Center this adds up to $560,000 per agent screen.
Aberdeen Group, "Agent Desktop Optimiazation"
Intelligent call routing
Leverages customer data residing in your enterprise systems to manage high call volumes and expedites call resolution
Unifies your communication channels (phone, email, fax, text, web, chat and self-service/IVR) for a consistent user experience
Single all-in-one platform
Lowers your risk because all components within the SAP Contact Center stack have been organically developed by SAP
All software, standards-based architecture
Provides effective scaling, multiple Disaster Recovery options, and eliminates the need to rip and replace hardware
Centralized platform management
Efficiently manages multiple contact center centers and connects your remote agents with simply an internet connection
Allows the utilization of your current landscape so you can retain existing investments
Lower Total Cost of Ownership
- Greatly reduce hardware and maintenance costs as well as integration costs with numerous deployment options.
- Out of the Box integration with SAP CRM – Frost & Sullivan estimates this savings to be 35 to 40%.
Downloadable copy of "A Total Cost of Ownership Analysis of SAP’s Contact Center Solution: Cost Savings Opportunity for SAP Customers"
Contact Center Benefits Realized
We can help you improve your Customer Engagement with an SAP Contact Center, the only end-to-end, integrated contact center solution that delivers the personalization needed to engage customers.