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SAP Contact Center software version 7

SAP Contact Center Product Management

2014

Business Overview

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Agenda

1. SAP Contact Center Business Overview

2. SAP Contact Center in Action

Common Contact Center challenges

Understand Your Customer Interface

Take Decisions into Action

Achieve Remarkable Results

3 © 2014 SAP AG or an SAP affiliate company. All rights reserved.

SAP Contact Center

Business Overview


SAP Contact Center software Bundled Contact Center Suite

Inbound Contact Center

Outbound Contact Center

Expert and Mobile Users

Automated Services (/IVR)

SAP Contact Center Capabilities

Business Process capabilities in SAP

Deep SAP Business Context Integration thru Open Interfaces

SAP Contact Center solution helps organizations to rapidly reach performance,

quality and cost targets, especially in distributed customer service operations.

SAP Contact Center links communications with the appropriate business context by networking with

other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve

customer service, streamline business processes, decrease human latency and increase agility.


SAP Contact Center software Key Solution Capabilities

Inbound

Contact Center

Expert and Mobile

Users

Automated Voice

Self-Services (IVR)

Outbound

Contact Center

Voicemail and Messaging Services

Consolidated Administration, Management, and Control

Softphone, IP Deskphone and Mobile Clients

Presence and Directory Services

Call Recording and Contact History Services

Corporate communication services

Deep SAP Business Context Integration thru Open Interfaces

Unified Multi-Channel Contact Routing

Voice over IP Telephony Services

Online Monitoring, Reporting and Analysis Tools

Customer Service Operations

So

luti

on

ca

pab

ilit

ies


Consuming SAP Contact Center

Contact Center Agents

integrated with SAP CRM

Stand-alone

SAP Contact Center Agents

Expert and Mobile Users

Contact Center Manager /Supervisor /Analyst Users

Automated

Voice Self-Services

Business and Technical Administrator Users


SAP CRM integrated softphone

for CRM professionals

SAP Contact Center integrated with

SAP Cloud for Customer

SAP ERP integrated softphone

for ERP professionals

Non-SAP application integrated or

embedded softphone

SAP Contact Center integrated with other SAP Applications Best of breed Contact Center integration without additional license costs


SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes

Human latency in

communications between

colleagues, partners and

customers on process

related actions can cause

significant delays and

decreased quality in

business processes.

“ The best practice /Your design of the process

Linking communication

tools and events with

business processes

increases performance

and quality.

“ The result once communication is linked with processes


“


What if….

… it only took a mouse click to communicate with your customers

and colleagues?

… while reviewing a lead, your account managers could see whether the

colleague who qualified the lead is currently available for a phone call?

… all your customer facing personnel had access to communication

features previously available only to your call center agents?

… you could ensure real time execution on steps in a business process in

the same way you manage incoming phone calls?

... you could see in real-time how your process execution maps with your

communication events.



Increase SAP CRM Users personal productivity with SAP CRM UI

embedded Communications Toolbar

Call controls

User’s own status

indicator

Directory and

presence



Reducing process cycle times with real-time collaboration using

contextual presence

Real-time presence and

collaboration tools Business context

Ms. Shirley Bishop



Increasing SAP CRM Users and Processes efficiency and convenience

with context transfer

Transferring business context with a

call

Accepting the call and receiving business context

with it



Enable real-time processes with action item routing

Escalating a service

ticket

Routed like a phone call in real-time to the

best available person

Queues

Skills

Presence

Real-time routing

engine


Contact Center

Management CIO’s

Office

Contact

Center

Site 1

■ Multiple separate systems with custom

integrations between each others

■ Inflexibility to scale up or down capacity

■ Expensive system updates with risk to

break down custom integrations

High TCO, system complexity

■ No /limited tools to see contact center status in real time

■ Difficult to adjust /adapt operations in real time

■ Inability to get the facts on past performance

Inflexible Contact Center operations

■ Long queuing times for customers

■ Low first contact resolution rates

■ Inconsistent customer experience

across channels

Low customer satisfaction

■ Inability to leverage back-office and mobile

experts to serve customers /support CC agents

■ Unable to temporarily upscale contact center

resources to respond contact center peak hours

Contact Center disconnected from

other company operations

Back-office

and Field

What business problems SAP Contact Center addresses?

Contact

Center

Site n

HQ


Why Front-Office – Back-Office integration is important

Customer

Front-Office

Contact Center

Back-Office

Experts

Mobile Workers

- CONNECTED -

- DISCONNECTED -

- DISCONNECTED -

If I don’t know

the answers...

... I can’t get

anyone to help

me ...

... and often

the customers

are completely

mad.

I’m continuously

disturbed...

... on topics I

have nothing

to do with ...

... and this is

all away from

my real job.

What is a contact center

and why should I care?



Customer

Front-Office

Contact Center

Back-Office

Experts

Mobile Workers

- CONNECTED -

- DISCONNECTED -

- DISCONNECTED -

SLAs

Motivation

Customer satisfaction

Business impact negative


■ Lower system installation, integration,

maintenance and scalability costs

■ Bundled solution with native SAP

integrations (vs. separate components)

■ Monetize Your existing investments

■ See Your Contact Center performance in real-time

■ Adapt Your Contact Center operations according to current need

■ Know how, when and why Your customers are contacting Your company

■ Shorter response times due to increased agent

productivity and first time resolution rates

■ Consistent customer service across channels

■ Improve quality by using Your office and mobile

experts to support contact center agents

■ Respond quickly to high contact peak loads by

assigning office and mobile experts to queues

Contact Center

Management

SAP Contact Center Benefits for Contact Centers Contact Center is Your Company eyes and ears to Your Customer Interface

Lower Your System TCO

Adapt Your Contact Center operations in real time Better Service to Your Customers

Connect Your office and mobile

experts to serve Your Customers

CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n



Customer

Front-Office

Contact Center

Back-Office

Experts

Mobile Workers

- CONNECTED -

- CONNECTED -

- CONNECTED -

I get instant

support from

experts

... and they are

happy to help.

Customers

can truly see

the difference.

I’m in control of

my availability.

I proactively

listen in and

coach.

In peaks I help

to achieve

SLAs.

I can help my

peers

and

customers

while I’m in

control of my

availability.



Customer

Front-Office

Contact Center

Back-Office

Experts

Mobile Workers

- CONNECTED -

SLAs

Motivation

Customer satisfaction

Business impact positive

- CONNECTED -

- CONNECTED -


SAP Contact Center has customers in 30+ countries

across all continents

North America

Barnes & Noble, Agilent, Air Products;

Sysco Food; Pepsi Bottling Venture;

SourceGas; Yaskawa Electric

Latin America

Cerveceria Polar; Fast Shop Comercial;

Fundação dos Economiários Federais

EMEA

Deutsche Annington; EKZ; Mascot

International; Royal Unibrew;

Newcastle University; Lattice Group

(National Grid); Exxaro Resources

Asia-Pacific-Japan

Times of India; China Trust Bank; Neptune

Orient Lines; Kansai Nerolac Paints

http://www.wuerth.de/de/index.html

http://www.mandatumlife.fi/

http://www.cardif.pl/


“….. the fact that I can now sleep better at night. The fact that SAP Contact Center does not require any

expensive hardware enabled us to invest in a proper development system, a test landscape. With SAP

Contact Center’s High Availability Controller, we were able to achieve a highly available, redundant call center

system with automatic failover of critical services.”

Yaskawa America

“

Improved customer service with

IVR Self-Service, including Biller

direct functionality, which allows

online payments, online

customer account management

etc.

Reduces Average Handling Time

(AHT) by 30 seconds

Reduced resources required to

meet service level by 5%

Reduce average handle time

Centralized call center agents

Flexible and scalable contact

center platform to enable future

growth

■ 1-hour end-user training for SAP

Contact Center

■ Integrated with Voxeo/Chrysalis

Outbound IVR application

Operational costs down 50%

Reduce wait time by 30 seconds

Improved grade of service

94.3% (Calls answered in 30

seconds)

High availability and reduced

redundancy

Reduced installation,

integration, and maintenance

costs as a result of native

integration with SAP CRM

Customers drive value with SAP Contact Center


Operational Costs

Service-to-Profit Chain 1 Business flexibility

2 Ability to make real-time

adjustments

3 Bundled solution (vs. separate components)

4 Deep SAP content

integration

5 Open and non-proprietary

approach

Reduce systems

TCO and complexity

SAP Contact Center differentiators from competition

Product Qualities Customer Value Drivers

Systems

People

Increase organizational

performance

Improve customer

satisfaction

SLAs

Motivation

Customer

Satisfaction

Profit

+/-

> 70%

< 30%


Other

Professionals Back-office employees

Mobile Experts Customer facing employees

SAP Contact Center Product Strategy focus areas

Business and

Customer

Insight

Solutions

Partner CC

Extensions

Contact Center Agents, Supervisors & Mgrs

SAP Contact Center scope

1

2 3

4

1 Bundled Contact

Center Infrastructure

2 Best practice

SAP integration

3 Open APIs for

Partner Extensions

4 Open APIs for

Mobile and UCC

Solution Priorities


SAP Contact Center Business Benefits Summary Contact Center is Your Company eyes and ears to Your Customer Interface


SAP Contact Center in Action Common Contact Center challenges


The Issue: How can I best serve my customers with the

resources I have?

Contact Center Billing HelpDesk Sales

Finance Sales & Marketing

Service

Expert resources in Finance, Service and Sales & Marketing not used for customer service.

Unable to upscale Contact Center resources during peak loads.


The Result: Inefficient Operations and

Inability to deal with peaks and drops in customer demand

Impacts:

Low first contact resolution rates

Low service levels and

customer satisfaction

High customer churn

Rush and frustration among

Contact Center personnel

Difficulty to see the “big picture”

on what customers actually need

and how they are served

Contact Center

Management CIO’s

Office

Contact

Center

Site

Back-office

and Field Contact

Center

Site

HQ


Contact Center

Management

CIO’s

Office

Contact

Center

Site

Back-office

and Field Contact

Center

Site

The Goal: Be a Best Run Contact Center

■ Leverage expertise in the back-office and in the field

to route customer contacts immediately to the best

available people

■ Know exactly what needs to be improved and where the

required savings can be found

■ Contact Center is the eyes and ears of Your organization

towards Your customers

■ Best Run Contact Center helps You to

■ understand what Your customers ask from You and

■ realize what kind of products /services and skills You

need to respond customer demand at any given time

Leverage all Your resources to

improve customer satisfaction

Understand and adjust Your Contact

Center operations in real-time

Use Contact Center as Your

strategic asset


Elements to become the Best Run Customer Service

with SAP Contact Center

Understand Your Customer Interface Take Decisions to Action Achieve Remarkable Results

Understand Your customers’

requirements and behaviors

Get real-time feedback on Your

strengths and weaknesses

Plan long-term goals based on facts

Deploy contact center services across

Your organization

Adapt Your customer experience in

real-time

Stay ahead of Your competitors

Use contact center as a strategic asset

for creating customer value

Maximize contact center performance

Avoid unnecessary investments

Best Run Customer Service

Customer facing employees

(front line and experts)

Operations management

Systems management


SAP Contact Center in Action Understand Your Customer Interface


Monitor

Systematically monitor the quantity and

quality of customer interactions

Analyze

Analyze Your Contact Center strengths and

weaknesses

Identify

Identify the key areas which impact Your

customer service performance and quality

Plan

Plan how You want Your customer service to

perform

Strategize

Make Your customer service as strategic

asset in Your organization

Engaging

user

experience

Easy-to-use

customer

interface

management

Cloud and

On-premise

deployment

models

Complete

Contact

Center

Suite Inbound

Outbound

Extended CC

IVR

Native

integration

to SAP

business

applications

Knowing Your strengths and bottlenecks help You to set

targets for Your customer interface

Monitor and

analyze Your

contact

center

performance Define

targets for

Your service

level

Empower

Your agents

with real-

time data


Monitor Your Contact Center performance in real time

Monitor Your service performance

in real-time

Online Monitoring tools enable You

to be in control

Use the real-time data across Your

organization

Monitor Your service levels, contact

volumes and agents in real-time

Online Monitoring covers all inbound

channels and outbound campaigns

Accurate monitoring data is granular to

individual contact level

Configure the dashboard content to

match Your monitoring needs

Save the frequently used views as

templates

Alarm function provide information if

e.g. waiting times are getting too high

Engage agents with real-time queue

view on softphone

Use in-built access control to provide

role and group specific monitoring

viewing rights


Analyze Your Contact Center strengths and weaknesses

Understand Your customer behavior Analyze Your productivity Reporting data conveniently

available in tools You like:

Know how, when and why Your

customers are contacting You

Use contact volume reports to analyze

seasonal patterns in customer contacts

and channels

Agent reports enables You to analyze

Your contact handling performance

See how You are meeting Your service

level targets

Know who are Your top performers

On Your workstation thru Your browser

On Your iPad using SAP Business

Objects Explorer

Combined with Your other business

data e.g. SAP BI


Identify why Your customers contact Your company

Understand why Your customers

are contacting You

Ask the right questions and provide

the right answers

Create and manage scripts

on-the-fly

Systematically collect information what

are the most frequent questions

Conduct transactional customer

satisfaction surveys

Access script results thru SAP Contact

Center Monitoring and Reporting

Inbound and outbound questionnaires

Enrich agent productivity by providing

service specific information and

hyperlinks

Easy-to-use tools to manage scripts

Link scripts to any inbound and

outbound services

Script changes takes effect tin real-time


Plan and Strategize improvement actions

Pain points Solution Enablers Benefits

Low first contact

resolution rates and

low service levels

Route incoming customer contacts to best skilled available

agents across channels

Create internal expert queues and assign relevant office and

mobile experts to queues. CC Agents can forward complex

questions to expert queues where experts are serving

Use Interactive Voice Response (IVR) services to automate

routines: customer identification, service selections, language

preferences, etc.

Increased Contact

Center productivity

Shorter response times

Better quality responses

Lack of multi-skilled

agents

Scripting tools guide agents during customer interactions

Supervisor tool allows managers to support and coach agents in

real time

Call recording helps in agent training by demonstrating best

practices

Increased agent

productivity

Increased customer

interaction quality

Skilled and motivated

personnel

Difficult to react on

fluctuating contact

volumes

Use temporary resources, e.g. office and mobile experts,

to help with customer interactions during peak times

Identify trends /seasonal patterns via Reporting to plan staffing

proactively and minimize unnecessary surprises

Monitor Contact Center operations in real time and re-assign

resources according to situation at any given time

Use automated services, e.g. call-back and IVR during peak

times to balance load across the business day

Ability to upscale and

downscale resources

according to need

Monitor and adapt

Contact Center

operations in real time

Balance /share load

across the business day


Take Decisions to Action


Complete

Contact

Center

Suite Inbound

Outbound

Extended CC

IVR

Native

integration

to SAP

business

applications

Adapt Your customer experience in real-time

without IT’s or consultants’ help

Tailor to

Your needs

Adapt

in real time

and increase

productivity

Learn &

Develop

continously

Engaging

user

experience

Easy-to-use

customer

interface

management

Cloud and

On-premise

deployment

models

Tailor to Your needs

Activate the services You need at any time:

Inbound, Outbound, Queues, IVRs, Recording,

Voicemails, Messaging…

Setup High Availability functions and scale up

system capacity cost efficiently

Adapt in real-time and

increase productivity

Adapt functional configuration – queues, users

and routing rules – in real time according to

business need without IT’s involvement or service

interruptions

Increase Contact Center productivity

Learn & Develop

continuously

Monitor, report and analyze contact center

operations to continuously learn more about

Your Customer Interface

Plan improvements, take them into action

and measure results


Tailor to Your needs easily and cost effectively

Install, upgrade and manage High Availability Scalability

Install and manage Virtual Customer

Environments (tenants)

Install, upgrade and manage SAP

Contact Center software components

in Virtual Customer Environments

Technically monitor all SAP Contact

Center services are running as planned

All SAP Contact Center core server

software components can be multiplied

and run in load balancing mode

Server software components can be

distributed to as many servers as

needed necessary from business

continuity perspective

Enables SAP Contact Center software

upgrades without service breakouts

SAP Contact Center scales up flexibly

and cost effectively by adding new

server hardware and by multiplying

/redistributing SAP Contact Center

server software processes across

servers

Also SAP Contact Center Databases

can run on one or multiple separate

database servers


Adapt in real time without IT’s involvement

All SAP Contact Center

functionality configuration in a

single user interface

Efficient Role based Administration Highly granular Access Control

model

System Services

Users, Roles and Groups

Templates and Update Wizards

Functionality: inbound and outbound

contact centers, IVRs

Create User Roles and Groups

including appropriate access rights

Assign and manage user authorizations

via appropriate User Roles and Groups

Every object (user, queue, campaign,

etc) access control rights can be

controlled by appropriate access control

type (read, modify, create, delete, etc)


Increase first contact resolution rates via

Unified Multi-Channel Contact Routing

All channels and queues

combined with…

…Selection of routing mechanisms = Best possible service to the

customer with current resources

Voice calls

Call-backs

Emails

Web forms and Web chat

Fax and SMS messages

Action Items from external systems

Skill based routing (SBR)

Automatic Call Distribution (ACD)

Preferred agent routing

Hunt groups /call pick-up groups

Email keyword recognition

…

Automatically routes customer contact

to best available agent

Optimizes resource utilization at any

given time


Increase Your Agents Productivity

First line Contact Center Agents Office Experts Mobile workers

Communication Desktop (CDT) is

designed as powerful tool for first line

contact center agents and supervisors

Includes all contact channels and tools

needed in inbound and outbound

contact center operations

SAP Convergence is designed for office

experts /users contributing also to

customer service operations

Integrates softphone with MS Outlook

and Office tools and provides access to

customer service queues

External Agent is designed for mobile

workers to participate in contact center

operations

Login to contact center queues and

personal extension services with any

phone terminal.


Automate Routines via Voice Self Services (IVR)

Voice Self Service as part of Your

customer service scenario

End-to-end Voice Self Services 3rd party integrated Voice Self

Services

Voice menus; e.g. language and/or

service selections

Customer recognition services

Ad-hoc notification services (e.g.

abnormal service announcements)

Fully automated services such as order

intake or order cancellation services

Off-hour automated services

Also 3rd party Voice Portal /IVR

platforms can be used in addition or

replace SAP Contact Center inbuilt IVR

Integration via standard SIP interface

(call data transfer via SIP X-Headers)


Monitor and Control Contact Center Operations

Identify customer service situation

and bottlenecks in real time

Support, control and manage

departments and teams

Support, control and manage

individual agents

Contact volumes in different services

Staffing and agent activities /statuses

Service Alarms based on monitoring

user defined configuration

Adjust department and teams level

operations via Monitoring and/or

System Configurator tools

For example queue assignments, skill

requirements, service announcements,

open /closed schedules, etc.

CDT Supervisor tool allows to support,

control and manage individual agents

For example manage queue login

statuses, listen /coach with customer

calls, record calls and re-distribute

agents pending customer emails


Learn from Your recorded Customer Interactions

In-built call recording and contact history

help You to learn from Your interactions

Support for 3rd party Quality Monitoring tools

Analyze recorded calls and email and chat interactions to

learn how to handle customer interactions in efficient manner

and with consistent quality

Use as proof of Your customer transactions

Use recorded calls as examples in Your agent training

Quality monitoring interface provides active call capture

capabilities for 3rd party quality monitoring vendors

Dedicated quality monitoring system provide additional

capabilities for call content analysis, e.g. automatic voice

analysis to detect customer emotions


Achieve Remarkable

Results


■ Lower system installation, integration,

maintenance and scalability costs

■ Bundled solution with native SAP

integrations (vs. separate components)

■ Monetize Your existing investments

■ See Your Contact Center performance in real-time

■ Adapt Your Contact Center operations according to current need

■ Know how, when and why Your customers are contacting Your company

■ Shorter response times due to increased agent

productivity and first time resolution rates

■ Consistent customer service across channels

■ Improve quality by using Your office and mobile

experts to support contact center agents

■ Respond quickly to high contact peak loads by

assigning office and mobile experts to queues

Contact Center

Management

Achieve remarkable results





CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n


Contact Center

Management

Proven customer value with SAP Contact Center





CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n

Over 80% resolution of calls at

the first point of contact

Decreased average call handling

time by ca. 20 seconds per call

Distributed administration and easy management

resulted 50% savings in contact center operational

costs.

Over 10% savings in contact center operating costs

■ Six-digit savings on annual

basis for forwarded calls

■ Live in 3 months with very

stable system

Better utilization of expertise and

resources cuts customer waiting

time down from 60 to 29 secs.

■ Ability to use call center

resources more effectively

http://www.sky.de/web/cms/de/index.jsp



Proven customer value with SAP Contact Center

Saved ~10% of costs due to shorter talk times, more effective processes

enabled by the virtualization, and the use of data connections rather than

separate telephone networks.

Saved over 60% on labor costs by increasing the number of handled calls

by each agent and taking advantage of Finnish Railways personnel

located at remote train stations

Realized a 41% reduction in annual IT costs for contact center operations

due to unified platform, and 20% increase in productivity due to better

agent utilization and load balancing across locations.

Saved a six-digit figure on an annual basis for forwarded calls, and

increased their ability to offer new services and functions



SAP Contact Center for Best Run Customer Service

Easy to consume and

tailor to Your needs

Efficient to operate and

adapt in real-time

Best practice deployment

with SAP ecosystem

Ensure greater consistency and quality

across multiple contact channels

Accelerate adoption of customer

service tools among experts by

bringing the functions to their existing

mobile phones and desk phones.

Equip customer facing persons with

data and tools that enable them to

perform in customer interactions

Enable operations management to

adjust the customer experience to meet

the customer demand

Combine multiple sites into one

manageable contact center entity

Monetize Your investments thru native

integration with SAP CRM, ERP and BI

Create end-to-end customer service

processes


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications

SAP Contact Center for Best Run Customer Service

Powerful

Agent UI enables consistent handling of all contact channels,

resulting higher agent productivity and quality

Powerful operations management tools for team leaders and

supervisors with state-of-the-art reporting

New administration tools to adjust customer experience and

contact center operations in real time

Reliable

Improved high availability for continuous 24/7 operations

Increased load capacity and scalability

Highly granular access control and security model supporting

demanding data privacy policies

Versatile

Bundled suite for Inbound and Outbound contact centers

On-premise and Cloud deployments for single and

multi-site customers

Stand-alone and integrated with SAP and non-SAP business

applications

Understand

Your

Customer

Interface Take

Decisions

to Action

Achieve

Remarkable

Results

Engaging

user

experience

Easy-to-use

customer

interface

management

Cloud and

On-premise

deployment

models


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unternehmen können von der SAP AG oder ihren Konzernunternehmen jederzeit und ohne Angabe von Gründen unangekündigt geändert werden.

Die in dieser Publikation enthaltenen Informationen stellen keine Zusage, kein Versprechen und keine rechtliche Verpflichtung zur Lieferung von

Material, Code oder Funktionen dar. Sämtliche vorausschauenden Aussagen unterliegen unterschiedlichen Risiken und Unsicherheiten, durch die

die tatsächlichen Ergebnisse von den Erwartungen abweichen können. Die vorausschauenden Aussagen geben die Sicht zu dem Zeitpunkt wieder,

zu dem sie getätigt wurden. Dem Leser wird empfohlen, diesen Aussagen kein übertriebenes Vertrauen zu schenken und sich bei Kaufentscheidungen

nicht auf sie zu stützen.

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