SAP Business Communications Management

er d l o eh c a l P

Mark Tate-Smith, Director SAP Business Communications Management

24.4.2008, Hotel Imperial, Praha

SAP BCM Highlights

Top 10 (#6) in Western Europe for IP contact centers #1 in Finland for contact centers with market share of 35,6%

Recognized as Visionary for four consecutive years in the Gartner Magic Quadrant for Contact Center Infrastructure EMEA (3 reports) Winner of the Frost & Sullivan Technology Leadership Award 2005 with its contribution to Enterprise IP/VoIP communications in Europe

Recognized as one of the 100 "Most Promising" firms in Europe driving the future of technology thru 2006 Red Herring 100 Europe listing Winner of the Customer Interaction Solutions Product of the Year 2006 Award Winner of the Communications Solutions Magazines Product of the Year 2005 Award Forum Nokia PRO and Enterprise Zone Member Symbian Signed Partner

SAP BCM overview

Customer

Telephony

E-mail

Web form

IVR

Fax

SMS

Business Communications Management: capabilities

Inbound Contact Center
Unified Contact Routing Customer Interaction Handling

Outbound Contact Center

Automated Dialing Outbound Call Handling Operations and System Management

Enterprise-wide Communications Management

Corporate Communication Services Fixed and Mobile Terminals

Business Communications Management Reporting

Online Monitoring Reporting SAP CRM BW Integration Blended Analytics

Business Communications Management Interactive Voice Response (IVR)

Caller Recognition Voice Menus Automated Voice Services Info and Off-hour Services

SAP Business Communications Management (SAP BCM)

SAP BCM offers customers a range of contact channels and provides routing and queuing with integration to SAP CRM Interaction Center

SAP BCM

SAP CRM Interaction Center

Interaction and Communications

Sales Marketing Service

Logistics Accounting

Contact Channels

Contact Routing

Customer
Reporting integration

SAP CRM SAP Business Suite SAP BW /Analytics

Veritas replaces traditional telephony with BCM

COMPANY Name: Veritas Location: Helsinki, Finland Industry: Insurance Products and services: Insurance and investment services Revenue: 92.5 million Employees: 500 Web site: www.veritas.fi

BUSINESS ISSUE
Traditional enterprise telephony system no longer addresses needs Customer service complicated to manage, employees difficult to reach, and update

processes laborious

OBJECTIVES Centralize customer service and communications Achieve more flexibility in services Utilize resources more efficiently

WHY SAP
Central software for four separate companies. Incoming contacts routed automatically to the correct service group Improved customer service and employee availability Reduced waiting times and service congestion Integration of communications channels into a single system Simplification of customer service management and improvement of the availability

of services and employees

Improved ability to respond flexibly and swiftly to peaks in service demand through

improved monitoring and reporting capabilities

Simplification of making changes to the system

Luottokunta selects SAP BCM for uninterrupted service

COMPANY Name: Luottokunta Location: Helsinki, Finland Industry: Professional services Products and services: Credit card services Revenue: 146 million Employees: 380 Web site: www.luottokunta.fi/en OBJECTIVES
Consolidate legacy telephony system onto a single software platform Ensure reliability of contact center services under all circumstances Replace traditional PBX system with an all-IP communications solution

BUSINESS ISSUE
Simplify overly complex legacy telephony system Enable private branch exchange (PBX) system to sustain changing and expanding

contact center needs

WHY SAP
Delivers advantages for all staff members Improves service reliability Combines calls, e-mails, and faxes into a single, centrally managed system Simplifies reporting, work-shift planning, and service delivery capabilities

PC4U Inbound Support Scenario

JEFF DANIELS CUSTOMER

PC4U
Telephone network (PSTN, Mobile, IN)

SAP BCM Call received from PSTN IVR announcement Call routed to Support queue

SAP BCM

Inbound

customer call to PC4U Corporation announcement, Press 1 for Support or 2 for Sales Customer presses 1 for Support
Automated

Corporate data network

MELVIN BLANKS DEVICE EXPERT

FRANCIS MORRISON CALL CENTER AGENT

Issue

discussed with agent Expert receives warm transfer Resolves customer issue

Call

answered by available agent directory Warm transfer call

Search

PC4U Inbound Sales Scenario

SAP BCM Call received from PSTN IVR announcement Call routed to Support queue

JEFF DANIELS CUSTOMER

PC4U
Telephone network (PSTN, Mobile, IN)

SAP BCM

Inbound

customer call to PC4U Corporation announcement, Press 1 for Support or 2 for Sales Customer presses 2 for Sales
Automated

Corporate data network

MELVIN BLANKS DEVICE EXPERT

FRANCIS MORRISON CALL CENTER AGENT

Call Monitors

contact center Silently coaches agent Request agent call back

answered by available agent coached by supervisor Call back note from supervisor Calls supervisor
Silently

Appendix

SAP Business Communications Management (BCM)

Simplified call routing example

Phone Fax Sms E-mail Web form Customer communication channels 1. 1.Customer Customercalls calls e.g. Help Desk e.g. Help Desk number number 4. 4. VoIP VoIP Gateway Gateway Access Telephone network routes routesRTP RTP Internet Network (PSTN, Mobile, IN) 2. Call arrives to VoIP stream 2. Call arrives to VoIP stream to to defined defined Gateway IP address Gatewaywhich which IP address E1/T1/J1 send sendSIP SIPsignaling signaling SIP or H.323 message messageto to BCM BCM Firewall VoIP Gateways software software VoIP gateways and Server room SAP BCM platform LAN On-premise 3. 3. BCM BCM locates locatesfree free Or On-Demand agent agentand andsends sends Hosted Service SIP signaling Corporate CRM, ERP, SAP BCM SAP BCM SAP BCM SIP signaling e-mail srv etc. servers IIS srv SQL DB srv Application srv message back to message back to VoIP VoIP Gateway Gateway Corporate data network Office LAN SAP BCM clients/terminals 1. Managers & reporting users GSM/GPRS, IP IP IP 3G, WLAN (browser based UIs) 5. 5.User Useranswers answersthe the 2. Softphone users (browser based) call using browser call using browser 3. Smartphone Suite mobile users based softphone based softphone 4. IP hardphone users Manager Softphone Smartphone IP deskphone Remote (with USB headset) USBusers headset) users using 5. Remote and 3rd party and users Suite (SPS) (with (SIP) reporting mobile PSTN connected telephone users
users users phone

SAP BCM Smartphone Suite (SPS)

Mobile client for the SAP BCM product family, allows mobile users to seamlessly link to customer service operations.

Manage availability and presence information Log into contact center queues Access corporate directory services Call Recording

Linking Personal Reach ability Service (PRS) profiles and phones profile. WLAN Network Compatibility Mobile presence function User status (busy/free) is continuously sent to the BCM system. Phone diverting number administration Call Services Call Routing Service

Manager can monitor and report mobile users similarly as agents using softphones

Improve customer interaction handling by an integrated agent user interface

Accelerate, simplify and improve quality of business interactions through BCM softphone integrated with SAP CRM Interaction Center

BCM BCMsoftphone softphone functionality functionality integrated integratedwith with Interaction InteractionCenter Center toolbar toolbar BCM BCMroutes routesboth both voice calls and voice calls and push pushemails emails to to CRM Interaction CRM Interaction Center Center agents agents

Browser based SAP BCM softphone

Browser based BCM softphone offers comprehensive real time queue management and monitoring functionality for agents
Personal Personalpresence presence management management Active Active customer customer interactions interactionsinfo info Real Realtime timequeue queueview view including login status including login status management management Special Specialcall callhandling handling tools: e.g. recording, tools: e.g. recording, conference, conference,callback, callback, audio settings audio settingsand andquick quick dialing keys dialing keys Call Callhandling handlingtools: tools: answer, answer, hold, hold, transfer, transfer, consult, consult,hang-up hang-up Link Linkto toMessage MessagePanel Panel

Supervisor softphone functionality

BCM Supervisor tool embedded in softphone provides powerful control and coaching tools for contact center managers and team leaders
Supervisor Supervisortool toolis is embedded in the embedded in thebrowser browser based SAP BCM based SAP BCM softphone softphone

Supervisor Supervisorcan: can:

Control Controlagent agentqueue queuelogin login statuses statuses Monitor Monitorongoing ongoingcalls calls Listen to agent calls Listen to agent calls Coach Coachagents agents Barge Bargein in Intercept Interceptcalls calls Hang Hangup upcalls calls Record Recordcalls calls Chat with Chat withagent agent Activate Activatecall-backs call-backs Manage Manageagent agentpresence presence

SAP BCM Directory and Presence Services

SAP BCM directory and presence services improve personnel availability and reduce unsuccessful contact transfers
Directory Directoryview viewto toaccess access in-house directory in-house directoryand and presence data presence data Also Alsoother otherdirectories, directories, e.g. customer, e.g. customer,partner partner and personal can and personal canbe be created. created.

Quick Quicklist listto tomanage manage personal presence personal presence information information Profiles Profilesare arealways always customer specific customer specific

Selected Selectedperson personcurrent, current, future and past future and past availability availabilityinformation information

Online Monitoring

Online Monitoring tool provides comprehensive real time statistics on current business day and current moment
Location Locationindependent independent browser based browser basedtool tool Summary Summary view view provides provides current status at current status atglance glance view viewwith witha apossibility possibilityto to drill drilldown downto tosummary summary level levelor orqueue queuespecific specific statistics. statistics. Monitoring Monitoringuser usercan canalso also define definepersonal personal monitoring monitoringviews, views,set set alarm/threshold alarm/thresholdlimits, limits, compare statistics compare statisticsto toe.g. e.g. previous day or previous previous day or previous weekday weekday

Online Monitoring

Online Monitoring enables manager to monitor current performance and take corrective actions if needed

Agent Agentstatistics statistics view view provides details for provides details for agent agent performance, current performance, current status statusand andqueue queuelogin login statistics. statistics. Monitoring Monitoringuser usercan can control controlagent agent queue queuelogin login statuses statusesand andskill skillsettings settings via via Agent Agentstatistics statistics view view

SAP BCM out-of-the-box reports

BCM Reporting out-of-the-box reports provide comprehensive statistics information for managers and business development
Location Locationindependent independent browser browserbased basedtool tool Statistic Statistic export export formats formats Example Examplereport report Monthly volume Monthly volume Reporting Reportingstatistics statistics with drill down with drill down functionality functionalityto to daily level statistics daily level statistics

Reporting Reportingstatistics statisticsin in graphical graphicalrepresentation representation

SAP BCM and CRM Blended Analytics

Blended Analytics provide blended communications and business statistics enabling a true 360 customer view

BCM BCMcontact contacthandling handling statistics are integrated statistics are integrated with withSAP SAPCRM CRM Analytics through Analytics throughoutoutof-the-box integration of-the-box integration

Thank you!