Sap Contact Center

SAP Contact Center Integrated with SAP CRM
On-Premise and Cloud for Customer

SAP Contact Center software version 7
SAP Contact Center Product Management
2014 Public
Agenda
1. SAP Contact Center Overview 3. SAP Contact Center and SAP CRM
2. SAP Contact Center integrated in action
with SAP CRM Overview Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
2014 SAP AG or an SAP affiliate company. All rights reserved. Public 2

SAP Contact Center software
Bundled Contact Center Suite
SAP Contact Center solution helps organizations to rapidly reach performance,

quality and cost targets, especially in distributed customer service operations.
SAP Contact Center capabilities
Inbound Outbound Expert and Mobile Automated

Contact Center Contact Center Users Services (/IVR)
Deep SAP Business Context Integration thru Open Interfaces
Business Process capabilities in SAP
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
Customer
Corporate communication Service Operations
services
Inbound Outbound Contact Expert and Mobile Automated Services
Contact Center Center Users (IVR)
Voice over IP Telephony Services

Solution capabilities
Unified Multi-Channel Contact Routing
Voicemail and Messaging Services
Presence and Directory Services
Call Recording and Contact History Services
Online Monitoring, Reporting and Analysis Tools
Consolidated Administration, Management, and Control
Softphone, IP Deskphone and Mobile Clients
Deep SAP Business Context Integration thru Open Interfaces

Consuming SAP Contact Center
Contact Center Agents Stand-alone Expert and Mobile Users Automated

integrated with SAP CRM SAP Contact Center Agents Voice Self-Services
Contact Center Manager /Supervisor /Analyst Users
Business and Technical Administrator Users

SAP Contact Center for Best Run Customer Service
Easy to consume and tailor to Efficient to operate and Best practice deployment with
your needs adapt in real-time SAP ecosystem
Ensure greater consistency and quality Equip customer facing persons with Combine multiple sites into one
across multiple contact channels data and tools that enable them to manageable contact center entity
perform in customer interactions
Accelerate adoption of customer Monetize your investments thru native
service tools among experts by Enable operations management to integration with SAP CRM, ERP and BI
bringing the functions to their existing adjust the customer experience to meet
Create end-to-end customer service
mobile phones and desk phones. the customer demand
processes

SAP Contact Center for Best Run Customer Service
Powerful
Agent UI enables consistent handling of all contact channels, Complete
Native
resulting higher agent productivity and quality integration
Contact
to SAP
Powerful operations management tools for team leaders and Center
business
supervisors with state-of-the-art reporting Suite Inbound
applications
New administration tools to adjust customer experience and Outbound
contact center operations in real time Backoffice
Experts
Understand IVR
Reliable Your
Customer
Achieve
Remarkable
Improved high availability for continuous 24/7 operations Results
Interface
Take
Increased load capacity and scalability
Decisions
Highly granular access control and security model supporting to Action
demanding data privacy policies Cloud and
Engaging
On-premise
Versatile
user
deployment
experience
models
Easy-to-use
Bundled suite for Inbound and Outbound contact centers customer
interface
On-premise and Cloud deployments for single and management
multi-site customers
Stand-alone and integrated with SAP and non-SAP business
applications

SAP Contact Center role at SAP
Link Communication Tools and Events with Business Processes
The best practice /Your design of the process
Human latency in
communications between
colleagues, partners and
customers on process
related actions can cause
significant delays and
decreased quality in
business processes.

Linking communication
tools and events with
The result once communication is linked with processes
business processes
increases performance
and quality.

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.

SAP Contact Center integrates with SAP Business
Applications
SAP Contact Center SAP Contact Center SAP Contact Center integrated with
integrated with SAP CRM integrated with SAP ERP SAP Cloud for Customer
Advantages of end-to-end SAP approach

Single vendor responsibility
Pre-built out-of-the-box interfaces eliminates the need for 3rd party middleware and CTI connector licenses
Straight-forward upgrades of individual modules
Better utilization of know-how and skills related to business applications

Agenda
2. SAP Contact Center integrated in action
with SAP CRM Overview Channels
Outbound campaigns
Reporting

SAP Contact Center enabled functionality in SAP CRM
Inbound multi-channel support Internet services and telemarketing Extending the contact center
Inbound contact routing Outbound telemarketing campaigns CTI for all CRM business roles
Calls, e-mails, fax, letters, SMS Preview, progressive, Instant messaging
messages, chat predictive
Action item routing
Interactive voice response integrated to Web channel support
Presence
call flows (chat, call me back)
Context transfer
Reporting data integration

SAP Contact Center Positioning
SAP CRM + SAP Contact Center = Best Run Customer Service
SAP Contact Center SAP CRM

Corporate communication services
all business
Sales Logistics
roles
Inbound Outbound Personal Mobile
contact centers contact centers telephony contact centers
and telephony
Unified Contact Routing
Interaction and
IVR and Voicemail Services
Contact Contact
Channels
Online Monitoring, Reporting and Analysis
Routing Marketing Accounting

Centralized Management and Administration
Communications
Solution capabilities
Directory and Presence Services
Service
Voice Logging
Customer
SAP CRM
SAP Business Suite
Reporting
Integration SAP BW /Analytics

SAP CRM and SAP Contact Center Server Side Integration
SAP CRM
SAPconnect
E-mail Server
SAP Contact
ERMS
E-mail Center
Customer
Chat web
Online Integration
server
Interface (OII)
Chat
C
Phone
VoIP gateway E
Communication
Interface (ICI)
call M
Integrated
Web Business
Services Comm.
3rd party PBX Broker
(optional)
CRM-
Application
3rd party PBX

user phone
Agent Desktop

SAP Contact Center 7 enables flexible communications
for SAP CRM users
SAP CRM with SAP Contact Center Softphone SAP CRM in virtual desktop (e.g. Citrix) using
with PC headset or handset SAP Contact Center in Multi-Terminal Desktop
(MTD) mode

Improve Customer Interaction handling by an
Integrated Agent User Interface
Accelerate, simplify and improve
quality of business interactions through
SAP Contact Center softphone integrated with
SAP CRM Interaction Center
SAP Contact
Center softphone
functionality
integrated with
Interaction Center
toolbar
SAP Contact
Center routes
both voice calls
and push emails
to Interaction
Center agents

Multichannel Integration in IC WebClient
Telephony
Integration
E-mail
Integration
Chat
Integration

Interaction Center Capabilities of SAP CRM
Marketing
Sales
Customer Service
Marketing Sales
Shared Services
Interaction Center
Customer
Management
Interaction Center Analytics

Shared Customer
Services Service

Marketing Execute Campaigns, Generate and Manage
Leads, Make Offers
Reduce marketing costs by tightly coupling

marketing efforts and with seamlessly Marketing
Sales
coordinated call lists, agent scripts, and

promotions all through multiple channels Customer
Shared Customer
Campaign execution to execute campaigns on multiple Services Service
channels, including outbound dialing, e-mail, and more

Lead management to increase lead conversion rates by
intelligently assigning leads to the best sales agent and Benefits
accurately qualifying leads through surveys and other
functions Reduce marketing costs
Personalization to enable presenting the right product Improve marketing effectiveness

and offer to the right person, for increased cross-sell Streamline marketing execution
and up-sell opportunities
Increase visibility and ability to
track marketing activities

Sales Manage Accounts, Contacts, Activities,
Opportunities, Quotes and Orders
Increase sales volumes by enabling agents to

drive more qualified leads into the pipeline, Marketing
Sales
target existing customers with cross-sell and

up-sell opportunities, and process orders Customer
Shared Customer
Account and contact management to capture and Services Service
monitor all critical information about the customer for a

complete view
Activity management to efficiently trigger and track Benefits
follow-on tasks and business activities and to allocate
resources to them Increase sales volume
Opportunity management to provide complete visibility Target customers with more

into an opportunitys history, milestones, progress, and effective offers
decision makers Improve order accuracy
Quotation and order management for sales order Increase customer satisfaction
management capabilities to configure products,
determine pricing, create proposals, and track orders Track and manage sales more
effectively

Customer Service Resolve Customer Issues;
Provide Status of Pending Requests
Resolve issues quickly through a single

desktop capability to research technical Marketing Sales
questions, handle complaints, confirm

Customer
entitlements, and schedule field service
appointments Shared
Services Customer
Service
Customer service and support to resolve customer

service issues without multiple transfers
Complaint management to address customer Benefits
complaints through financial credits, returns processing,
Increase first contact resolution
and managing business rules for issue escalation
rates
Help desk to provide an initial response or assessment
Reduce customer service costs
of customer issues leveraging a knowledge base, or to
check status on pending requests Improve customer satisfaction
Improve agent productivity
Reduce error rates

Shared Services Manage Internal Helpdesks for HR,
Accounting, or IT Service Issues
Deploy an employee interaction center,

accounting interaction center, or IT service Marketing Sales
desk
Customer
Employee interaction center ensures delivery of
Customer
accurate, consistent information to employees in a Shared

Services
Service
service-oriented, cost-effective manner. Scripts and

alerts guide HR specialists through the most common
transactions, such as changing benefits or updating
employee information. Benefits
Accounting interaction center enables companies to Reduce IT costs by leveraging a
automate the operations of their accounts payable help consistent help desk system
across multiple areas
line, enabling agents to respond to common inquiries
and check the status of payments Increase employee and vendor
satisfaction through more
IT service desk enables agents to categorize and consistent and effective customer
dispatch service requests based on customer inquiries service
and related business rules. Handle IT-related incidents
in a standard IT infrastructure library (ITIL) environment.

Interaction Center Management Multi-channel
communications, E-mail Response, and Process Modeling
Control and monitor the interaction center

including communication channels, e-mail Marketing Sales
response management, and process modeling. Customer
Communication channels to provide a wide range of Shared Customer

Services Service
touch points, including Web, e-mail, telephony, fax, and

postal letters to meet customers increasing interaction
channel demands
E-mail response management to provide automated e- Benefits
mail analysis, routing and response based on
configurable rules Provide more effective customer
service across multiple channels
Process modeling to provide guidance through of interaction, increasing customer
interactive scripts and automated escalation procedures satisfaction
based on defined business rules
Increase service consistency
through agent scripting and
guidance

Interaction Center Analytics Measure Performance and
Take Action with a Range of Analytics
Identify problems and trends; take corrective

action to ensure high customer satisfaction and Marketing Sales
profitability Customer
Communications analytics for common interaction Shared

Services
Customer
Service
center metrics, such as average handling time and

average speed of answer
Process-based analytics for metrics associated with
business processes, such as items completed by agent Benefits
and first call resolution
Increase visibility into contact
Blended analytics for metrics that blend multiple center operations
elements, such as average handling time by problem
type Establish and track metrics that
correspond to both operational
and business goals
Increase contact center

performance by taking action
based on data

Integrated functionality with
SAP Contact Center and SAP CRM versions
Versions BCM 5.5 SR1 BCM 6.0 and BCM 6.0 and BCM 6.0 and BCM 6.0 SP10 BCM 7 SP0 - BCM 7 SP6
and CRM 4.0 CRM 4.0 SIE CRM 5.1 CRM 7.0 and CRM 7.0 SP5 and CRM and CRM 7
Functionality SIE EhP1 7.0 EhP1 &2 EhP1, 2 &3
Inbound call handling X X X X X X X
Email handling X X X X X X X
Click-to-dial X X X X X X X
Context transfer X X X X X X X
Chat handling X X X X X X
ERMS support X X X X X
Communication toolbar
X X X X
in all CRM business roles
Contextual presence X X X X
Action item routing X X X X
Simultaneous contacts
X X X
(email and call/chat)
CRM internal instant
X X X
messaging support
Action item routing using
X X
agent skills
SAP CRM outbound with
X X
SAP CCtr OB dialer
SAP Contact Center
X X
absence profiles in IC UI
Multi-session chat X

Agenda
2. SAP Contact Center integrated with in action
SAP CRM Overview Channels
Outbound campaigns
Reporting

Calls with pre-routing and IVR
SAP Contact
Customer
Center
Call SAP CCtr Queue selection
IVR Call
Agent selection
Priority
Target team
Open orders or Call event
issues
Account
responsible
person(s)
SAP CRM Call event
Last agent
Skills needed IVR selections to info field
Automated opening of
open tickets / orders /
issues
Call pre-routing using SAP Contact Center IVR Transmitting the contact metadata with the call
Silent IVR querying information from SAP CRM / SAP ERP Call Attached Data (CAD) transfers the call metadata to
(Netweaver): Priority, Target team, Open issues. Account selected agent
responsible person(s). Skills CRM displays Agent information and IVR collected data on
IVR with pre-routing options (target queue status) and Agent info-field
conditional announcements CRM can be configured to automatically navigate to any open
issues or tickets the identified customer is having

Call handling functions
Full telephony
controls
Customer
Call Call
Call
transfer
with
context
Call handling in SAP CRM Accessing 2nd level experts

Customer identification using ANI Call transfers can be done using blind transfer (cold), thru
consultation call (warm) and via 3-way conference call (assisted)
Full call control in SAP CRM UI, incl. consultation calls
Call Attached Data (CAD) further transfers the call metadata to
Call control functions and ANI supported in all SAP CRM
extended contact center user
roles
SAP CRM uses SAP Contact Center capability to transfer the
SAP Contact Center Supervisor tools enable silent
context (e.g. screen content) with the call
monitoring and coaching

Email using ERMS
SAP Contact
Customer
Center
Queue selection
Email event
Agent selection
Email for routing
Target queue Action
(team) item
Email event
Skills required
Priority
SAP CRM Push item (email)
Companys
email server
ERMS
Email handling with SAP CRM and SAP Contact Center ERMS advantages
SAP CRM retrieves emails from companys email server. ERMS increase the email handling efficiency by enabling
ERMS can do text analysis, perform automatic answers and agents to process emails is less time by proposing answers
suggest answers for the agent and answer templates based on email content.
SAP Contact Center takes care of the email routing. The SAP Contact Center enables push workflow for ERMS
routing can be done based on target queue (team), skills and process, thus increasing throughput and optimizing the channel
priority. blending.
SAP Contact Center performs the Agent selection, after which
the email is pushed to the corresponding agent for processing.

Web chat and Internal IM
SAP Contact
Customer
Center
Chat server Queue selection
Chat
Chat portal srvr Agent selection
Chat
Chat
SAP CRM Chat
Companys
web server
Providing web chat channel for customers SAP Contact Center powers the CRM internal IM/chat
SAP Contact Center enables web chat handling in SAP CRM. SAP CRM has an internal Instant Messaging / Chat channel,
which is powered by SAP Contact Center.
The chat initialization is done on Companys web server. The
initialization can happen thru a clickable object (e.g. button), or SAP Contact Center delivers real-time presence information to
pro-actively by suggesting chat possibility if there are free SAP CRM
agents available. The SAP Contact Center powered internal chat enables SAP
SAP Contact Center takes care of the chat flow. The chat CRM users to communicate and share CRM content with each
content is pushed to SAP CRM IC for processing. other during customer service.

Multi-session chat
Maximum 6 simultaneous chat sessions
(Supported from SAP Contact Center 7 SP6 onwards)
SAP Contact
Customer(s)
Center
Chat server Queue selection
Chat portal srvr Agent selection
Chat(s) Chat(s)
Chat(s)
SAP CRM
Companys
web server
Improving Agent productivity by multi-session chat In-built multi-modality

Agent can handle up to 6 simultaneous chat sessions in SAP While chatting, agent can start parallel a phone call with the
CRM Interaction Center UI. customer or colleague.
Multi-session chat can be activated and adjusted for each While chatting, agent can parallel compose an email to
agent and/or agent group separately, based on agents customer, as for example agreed in the chat.
personal capabilities. SAP Contact Center universal queue pushes calls, emails and
SAP Contact Center provides monitoring and reporting to chats to the agents, thus optimizing the agent utilization and
analyze agent productivity and service levels related to multi- service levels.
session chat.

Letters and Fax
SAP Contact
Customer
Center
Queue selection
Email event
Agent selection
Letter / fax for routing
Action
Target queue
item
Letter (team)
event
/ Fax Skills required
Priority
SAP CRM Push item (letter/fax)
Scanning Attachment
process
ERMS
Letter and fax handling with SAP CRM and SAP Contact Unified channel routing advantages thru SAP Contact
Center Center
Letters and faxes are technically handled as emails SAP Contact Center enables push workflow for letters and fax
handling process, thus increasing throughput and optimizing
SAP Contact Center takes care of the letter and fax routing.
The routing is done based on target letter and fax queues the channel blending.
(team), skills and priority. The quantity and handling times of letters and faxes are
monitored in real time. The reporting provides comprehensive
SAP Contact Center performs the Agent selection, after which
the letter/fax is pushed to the corresponding agent for analytics for process follow-up and development.
processing.

Business process push / action items
SAP Contact
Center
Queue selection Action item
event
Agent selection
Action item for routing
Action
Target queue
item
(team)
event
Skills required
Priority
Push item
SAP CRM (action item)
Use action items routing to accelerate your workflows Outcome of business process push
SAP Contact Center takes care of the action item routing. The Improves the throughput time and responsiveness to tickets
routing can be done based on target queue (team), skills and and action items
priority. Routing, queuing and handling times can be monitored in real-
The action items can be sent to SAP Contact Center routing time against SLA targets
manually, or they can be triggered automatically, e.g. when
defining a service ticket priority as very high. The rules are
configured in SAP CRM.
Agents receive action items as push items

Agenda
Outbound campaigns
Reporting

Call controls
Users own status
indicator
Directory and
presence
Without the capability SAP Contact Center integrated with SAP CRM
No linkage between the communication and business partner. Agent has immediately all business partner relevant data in
This leads to longer call handling times. sight, thus shortening call handling times
With non-integrated systems agent needs to navigate between Agent can handle all customer information and
several user interfaces communications thru single User Interface
Customer gets a non-professional image of a company SAP CRM users personal productivity increases, while
customers service is better

Real-time presence and

Business context collaboration tools
Ms. Shirley Bishop
Knowing the case responsible persons is difficult Case responsible persons and their presence conveniently
When communicating with them, user does not know if they visible in the CRM UI. Convenient usage encourages people to
are available or not collaborate.
This leads to long lead times and ineffective usage of Communication with colleagues made easy. No unnecessary
resources time wasted in finding answers and help.
Real-time collaboration reduces process cycle times.

SAP Contact Center enabled communication hyperlinks in
SAP CRM
Increasing personal productivity with communication hyperlinks in SAP CRM UI
User must look-up phone numbers on the screen and Users can click to dial within the business context /process
punch them in to the desk phone or mobile phone. without changing apps
Probability for errors as high as with the yellow pages. For inbound calls, user screen is populated with caller (and
For inbound calls either no screen pop-ups, or pop-ups only context) details
thru tedious custom coded desktop integration

SAP Contact Center enabled Instant Messenger in SAP
CRM
Increasing personal productivity by communicating with colleagues with a click
User must rely on external chat engines to connect with Presence, collaboration and business context seamlessly
colleagues. integrated - connect people in disparate locations by text, voice
When messaging, CRM specific business context cannot be and CRM Context sharing
transferred Convenient usage encourages people to collaborate
Colleague must manually search for the right business context

SAP Contact Center supports Media Blending in SAP CRM
Increasing customer satisfaction by blending interactions over multiple channels
Switching the communication channel creates separate Ease and flexibility in switching communication channels (e.g.,
interactions from a customer initiated chat to a call to the customer)
Increased frustration for customers who initially connect via Avoid redundant interactions
the Web and who wish to be called back immediately Ease in translating an IM conversations to telephone calls or
Internal communication requires a manual step to start each emails
communication channel Context transfer is easy

SAP Contact Center enables Context Transfer in SAP CRM
Case: With call transfer
Transferring
business context
with a call
Accepting the call and receiving

business context with it
Difficult to find and initiate the contact with the right person Presence, collaboration and business context seamlessly
The business context can not be transferred between users integrated
The contacted person needs to manually search for the proper Easy to find the right and available person, initiate contact and
business context transfer the business context before or during the collaboration
Easy and flexible to choose the context
Significantly increase personal and team productivity

SAP Contact Center enables Context Transfer in SAP CRM
Case: Manual context transfer thru SAP Contact Center powered IM
Increasing efficiency and convenience with context transfer
Difficult to find and initiate the contact with the right person Presence, collaboration and business context seamlessly
The business context can not be transferred between users integrated
The contacted person needs to manually search for the proper Easy to find the right and available person, initiate contact and
business context transfer the business context before or during the collaboration
Easy and flexible to choose the context
Significantly increase personal and team productivity

SAP Contact Center supports Multiple Sessions in SAP
CRM
It is often necessity for agents to handle multiple customer interactions at one time
One user is reserved for one interaction at one time and Users can process multiple customer interactions in parallel
there is no way to enable multi-tasking for certain users or Multi-session supported across different communication
channels. channels, e.g. accepting a phone call while processing e-mail
Limits flexibility and responsiveness especially in smaller
teams

SAP Contact Center Integrated Multi-session Chat with SAP CRM
Integrated Multi-Chat
SAP Contact Center provides multi-session support for chat SAP Contact Center provides multi-modality for your customer
channel. A single agent can run up to 6 chat sessions service. Agents can handle calls, emails, action items and
simultaneously. chats based on the contact load.
Multi-session chat utilizes the multi-session capabilities of SAP Contact Center helps you to optimize your agent
SAP CRM Interaction Center utilization thru universal queuing and routing logic.
The integration of SAP Contact Center and SAP CRM is
native. No middleware or CTI licenses needed.

Agenda
Outbound campaigns
Reporting

Outbound campaigns integration
SAP CRM telemarketing campaigns are integrated

with SAP Contact Center outbound dialer
Campaign planning and scripting, as well as call

lists are defined in SAP CRM
Call lists and call list updates are automatically

transferred to SAP Contact Center.
Outbound call handling is done in SAP CRM

Interaction Center UI.
SAP Contact Center Monitoring and Reporting

provide analytics of dialer and agent efficiency.
Call campaign result analytics (e.g. Sales) is done

using SAP CRM analytics tools.

Outbound Contact center
Telesales campaigns dialing modes
Preview dialing Preview dialing functionality

Outbound campaign telesales call request is routed to agent screen
Outbound agent clicks call button to call customer
Once agent finishes current telesales call, next telesales call request is routed to
agent screen
Progressive dialing Progressive dialing functionality
Outbound campaign telesales call request is routed to agent screen
Outbound call is automatically dialed to customer number
Once agent finishes current telesales call, next telesales call request is routed to
agent screen with automated dial
For more effective outbound telesales operations
Predictive dialing * Predictive dialing functionality
Predictive dialing engine makes outbound telesales calls automatically based on
outbound campaign call /customer list
Dialing algorithm balances automated dialing rate in real time based on
agent availability and multiple call handling related statistics
Campaign manager can adjust dialing algorithm parameters
Answered calls are routed to agent, others are re-scheduled automatically
Most effective outbound telesales call dialing mode
* Predictive dialing requires 3rd party algorithm licenses

SAP Contact Center outbound architecture and process
flow / SAP Contact Center integrated with SAP CRM
SAP CRM
Customer organization
Customer segmentation,
Call list generation, SapPhone CRM Outbound
Campaign
Campaign
Scripts results
Automatic
Outbound administrator update
SAP
Campaign and dialer parameters, ;
Contact
Center
Agent assignments SAP Contact Center
SC UI for Outbound OII
admin Dialer
results
Outbound agents
Outbound calling
SAP CRM
Interaction Center Agent
Outbound reporting and real-time monitoring

Real-time campaign follow-up SAP Contact Center
and reporting Outbound reporting
and monitoring CRM Outbound
Campaign

Agenda
Outbound campaigns
Reporting

Reporting Data Integration
SAP Contact
Center
Consolidated contact
handling data:
4 x15 minutes data sets
every 1 hour
Highly granular contact
metrics from all in-and
outbound channels
SAP CRM Contact data is mapped in
CRM with customer data
Reporting data interface Reporting data integration enables blended analytics

SAP Contact Center sends consolidated contact handling data Contact data is mapped in SAP CRM with business partner
to CRM.
SAP CRM analytics enable blended analytics, e.g.
All channels covered (calls, emails, chat, action items)
Contact intensity of customers and products
Highly granular data of individual contact events including
Net revenue value per contact
transfer events, consultation calls, conference calls and
various call status situations Correlation of service level and customer satisfaction

SAP Contact Center Online Monitoring and Reporting
Architecture Overview
Online Monitoring Analytics and Reporting

SAP Contact Center SAP BusinessObjects SAP BusinessObjects SAP BusinessObjects Microsoft SAP
Online Monitoring Dashboards WebIntelligence Explorer Reporting Services NetWeaver BW
SAP NetWeaver
Business Warehouse
SAP CRM
SAPphone RFC
interface
SAP Contact Center responsibility

Data Universe Data Universe OLAP 1 2 n
SAPphone CCtr
interface
MS SQL 2008 MS SQL 2008
Reporting Data
Online Monitoring SAP Contact Center Interface (RDI)
Data Data Staging Area Data Warehouse
Data Collector (DC)
Contact Event Manager (CEM)
Voice channels SMS engine

Email channels Agent presence
Chat channels Agent skills
Outbound campaigns Queue status
Softphones IP Deskphones External agents IVRs PSTN gateways

Dashboards in SAP Contact Center and SAP CRM
SAP Contact Center Online Monitoring provides real- SAP CRM Dashboards provide information of your
time information of your contact channels and agents process efficiency
Monitor your service levels and contact volumes in real-time Use Service Dashboards to monitor how you are progressing
with your service tickets
Know how your agents are performing in your inbound
channels and outbound campaigns Sales Dashboards show your real-time performance in meeting
the sales targets
Adjust your agent assignments on-the-fly

Multi-session Chat Monitoring agents contact sessions
Agents active contacts view in SAP Contact Center Integrated with SAP Contact Center supervisor tools
Monitoring
Floating window that shows the agents active contacts helps Easy-to-consume information which of the agents are ready
team leaders to manage the agent resources and which are on pause
Helps team leaders to see what is happening in the team right Team leader can start the supervisor functionality directly from
now the Agents active contacts view by clicking the agents name
Shows all contact types: Calls, Emails and Chats Team leader can see the contact details by clicking the contact
row ID
Agents active contacts view refreshes automatically

Multi-session chat Agent utilization report helps to
analyze how well agents are managing multiple sessions
Agent utilization report

Provides agent performance and utilization figures on monthly,
weekly, daily and quarter-hourly basis
Report covers the performance and utilization of all
communication channels
Special focus on multi-session chat performance, including
agents response times within the chat sessions

Agenda
Outbound campaigns
Reporting
4. SAP Contact Center integration
with SAP Cloud for Sales & Service

SAP Cloud for Customer
Engage your customers like never before
EARN their business

by knowing them
SAP Social Media SAP Cloud for better
Analytics by NetBase Sales
GROW with them as
their needs change
PROSPECT CUSTOMER PROMOTER
TURN prospects into

SAP Cloud for SAP Cloud for promoters
Social Engagement Service
ENTERPRISE SOCIAL ANALYTICS MOBILE AND OFFLINE
Rich Seamless Industry Beautiful User

Insights Integration Content Experience

SAP Cloud for Sales
Boost sales effectiveness with a solution youll love to use
Consumerized user experience with social collaboration

Deep customer insight
Complete mobile, out-of-the-box at no extra cost
Seamless back-office integration for quotes, orders & more
Industry editions starting 2H13
Know your customers. Sell like the best. Engage to win.

SAP Cloud for Service
Intuitive service ticketing solution across any channel
Native cross-enterprise collaboration

Rich service analytics
Solution finder with knowledge base integration
Seamless ERP & CRM integration for products, order status and more
Delight customers with great service experiences.

SAP Contact Center integration with SAP Cloud for Sales & Service
SAP Cloud UI screen pop-up based on incoming call
3. Answer and handle customer call with SAP Contact Center softphone
Customer
SAP CCtr Communication Desktop (CDT)
1. Customer call SAP Convergence

Queue selection 2. Route call to agent
Agent selection OR
4. Call data is passed to

SAP Cloud UI using
SAP Cloud CTI Adapter
SAP Cloud for Sales or Service UI
SAP Cloud for 5. SAP Cloud UI screen pop-up based on

Sales and /or call data (e.g. caller or called number
or customer entered ID in IVR service)
Service
Incoming call integration functionality

Users handle customer calls using SAP Contact Center SAP Cloud for Sales or Service UI is configured to use
softphone: either Communication Desktop (CDT) or SAP appropriate call data (caller number as default) to query
Convergence customer information from the server and screen pop-up
With incoming direct and /or queue calls, CDT or customer data on Live Activity dialog
Convergence passes call data via client side integration From SAP Cloud UI Live Activity dialog user can easily
module to SAP Cloud for Sales or Service user interface navigate to customer related data, e.g. Service Tickets
Passed call data is caller number, caller number, call ID and
call attached data (collected e.g. via SAP Contact Center IVR
service)

SAP Cloud UI screen pop-up based on incoming call
1. New call alarms

on CDT softphone.
SAP Cloud UI
Live Activity screen
pop-up based
caller number has
already occurred
and agent can see
that John Smith
from PC4U is
calling in.
2. Agent has
answered the call
and finds out that
John is calling
because of his
latest Service
Ticket so agent has
opened it via Live
Activity panel list
and updates ticket
according to Johns
needs.

Click-to-call using SAP Cloud UI data
5. User handles customer call with SAP Contact Center softphone

Customer
SAP CCtr Communication Desktop (CDT)
4. Customer answers SAP Convergence

the call
OR
3. Dial out to customer number
occurs automatically
2. Phone number is passed

to SAP Contact Center
softphone using client side
CTI Adapter
SAP Cloud for Sales or Service UI
SAP Cloud for 1. SAP Cloud UI user works with some

Sales and /or customer data and decides to call the
customer by clicking phone number link
Service
Click-to-call integration functionality

SAP Cloud Sales and /or Service user can dial customer by SAP Contact Center dials out automatically to phone number
clicking phone numbers (presented as links) in SAP Cloud UI provided by SAP Cloud user interface
Phone number is passed to SAP Contact Center softphone Agent handles the outgoing call normally via CDT or
(CDT or Convergence) via client side integration module (SAP Convergence (e.g. transfer call, record call, etc) and uses SAP
Cloud CTI Adapter) Cloud UI to create /update needed customer transactions

Click-to-call using SAP Cloud UI data
1. SAP Cloud
Sales or Service
user is looking for
customer data and
decides to call
PC4U /John Smith
by clicking phone
number (presented
as link)
2. Phone number is
passed to CDT and
dial out occurs
automatically.
Agent handles the
call in CDT and
uses SAP Cloud UI
to update /create
call related
customer activity

Integration Architecture
Telephony Network
SAP Cloud for

SAP Contact Sales and /or
Center Service
User Workstation SAP Cloud for

CDT Sales or Service
SAP Cloud CTI Adapter

SAP CCtr for inbound screen pop-up
ClientCom
interface
Convergence SAP CCCtr

Cloud Connector
for click-to-call
SAP Cloud CTI Adapter (provided by SAP Cloud) SAP Contact Center Cloud Connector (provided by SAP
Installed on user workstations using this integration Contact Center)
CDT or Convergence passes call data (caller no, called no, call id DLL extension to CTI Adapter (separate installation msi-package)
and possible call attached data collected e.g. by IVR service) to Needed for click-to-call using SAP Cloud UI data
SAP Cloud Sales or Service UI
SAP Contact Center ClientCom interface needed with CDT but not
SAP Contact Center ClientCom not needed for incoming call with Convergence
screen pop-up
Agenda
Outbound campaigns
Reporting

SAP Customer Service Solutions Integrate Across Multiple
Lines of Business
SAPs solutions leverage cross-functional industry best practices to reduce time to value
Design Market Source Make Store Move Sell & Service
Market & Consumer Insights
Product & Service Leadership
Sourcing & Procurement

Excellence
Manufacturing Excellence
Responsive Supply Networks
Superior Customer Value Superior Customer Value
Financial Excellence
Best People & Talent
Strategic IT

SAPs Solution Harnesses the Value of Integration
SAPs native integration drives down Total Cost of Ownership
Significantly reduces TCO SAP Differentiation through Service Excellence

Customer
Field Service Returns
Estimated development cost* Service &
Management
Support Management
for each interfaces: $200,000
Native integration:
Across the business functions
that enable the process Time-to-market
Supply chain
With all other SAP and partner Sales, Service, Marketing

applications Financial management
Manufacturing
Enables better decision- Data exchange & legal requirements
making and reduces latency
Enterprise management and support
*Source: SAP-estimated using benchmark data from

customers across multiple industries

Advantages of SAP end-to-end Contact Center
Comprehensive Solution Lower TCO

A component of a larger end-to-end Pre-built native integration reduces
process for customer service implementation and support cost
Industry best practices developed through Open interfaces enable customers to keep
close collaboration and development with effective existing solutions in conjunction
industry leaders with SAP
Lower risk Proven Value

Easy to consume with short time-to-value Customers have proven process-specific
discrete implementable steps value and benchmarks of SAPs solution
Large ecosystem of partners and High-value services to ensure delivery

customers with proven track record of of the project
success

SAP Contact Center has customers in 30+ countries
across all continents
EMEA
North America Deutsche Annington; EKZ; Mascot
Sysco Food; Pepsi Bottling Venture; International; Royal Unibrew;
SourceGas; Yaskawa Electric; Newcastle University; Lattice Group
Canadian National Railway (National Grid); Exxaro Resources
Asia-Pacific-Japan
Times of India; China Trust Bank; Neptune
Latin America
Orient Lines; Kansai Nerolac Paints
Cerveceria Polar; Fast Shop Comercial;
Fundao dos Economirios Federais

Customers drive value
with SAP Contact Center and SAP CRM
Improved customer service with Reduce average handle time Operational costs down 50%
IVR Self-Service, including Biller
Centralized call center agents Reduce wait time by 30 seconds
direct functionality, which allows
online payments, online Flexible and scalable contact Improved grade of service
customer account management center platform to enable future 94.3% (Calls answered in 30
etc. growth seconds)
Reduces Average Handling Time 1-hour end-user training for SAP High availability and reduced
(AHT) by 30 seconds Contact Center redundancy
Reduced resources required to Integrated with Voxeo/Chrysalis Reduced installation,
meet service level by 5% Outbound IVR application integration, and maintenance
costs as a result of native
integration with SAP CRM
.. the fact that I can now sleep better at night. The fact that Contact Center does not require any expensive
hardware enabled us to invest in a proper development system, a test landscape. With SAP Contact Centers
High Availability Controller, we were able to achieve a highly available, redundant call center system
with automatic failover of critical services.
Yaskawa America

Thank you
Contact information:
F name MI. L name

Title
Address
Phone number
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Sap Contact Center

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SAP Contact Center Integrated with SAP CRM

On-Premise and Cloud for Customer

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

SAP Contact Center solution helps organizations to rapidly reach performance,

SAP Contact Center capabilities

Inbound Outbound Expert and Mobile Automated

Deep SAP Business Context Integration thru Open Interfaces

Business Process capabilities in SAP

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

Voice over IP Telephony Services

Unified Multi-Channel Contact Routing

Voicemail and Messaging Services

Presence and Directory Services

Call Recording and Contact History Services

Online Monitoring, Reporting and Analysis Tools

Consolidated Administration, Management, and Control

Softphone, IP Deskphone and Mobile Clients

Deep SAP Business Context Integration thru Open Interfaces

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 4

Contact Center Agents Stand-alone Expert and Mobile Users Automated

Contact Center Manager /Supervisor /Analyst Users

Business and Technical Administrator Users

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 5

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 6

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 7

The best practice /Your design of the process

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 8

all your customer facing personnel had access to communication

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

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 9

Advantages of end-to-end SAP approach

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 10

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 11

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 12

SAP CRM + SAP Contact Center = Best Run Customer Service

SAP Contact Center SAP CRM

Unified Contact Routing

Routing Marketing Accounting

Directory and Presence Services

SAP Business Suite

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 13

3rd party PBX

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 14

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 15

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 16

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 17

Interaction Center Analytics

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 18

Reduce marketing costs by tightly coupling

coordinated call lists, agent scripts, and

Campaign execution to execute campaigns on multiple Services Service

channels, including outbound dialing, e-mail, and more

Personalization to enable presenting the right product Improve marketing effectiveness

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 19

Increase sales volumes by enabling agents to

target existing customers with cross-sell and

Account and contact management to capture and Services Service

monitor all critical information about the customer for a

Opportunity management to provide complete visibility Target customers with more

2014 SAP AG or an SAP affiliate company. All rights reserved. Public 20

Resolve issues quickly through a single

questions, handle complaints, confirm

Customer service and support to resolve customer