SAP Contact Center Business Overview Presentation

Business Overview
SAP Contact Center software version 7

SAP Contact Center Product Management
2014 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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 2

SAP Contact Center
Business Overview
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 3

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 Expert and Mobile Automated Voice
Contact Center Contact Center Users Self-Services (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 integrated with other SAP Applications
Best of breed Contact Center integration without additional license costs
SAP CRM integrated softphone SAP Contact Center integrated with

for CRM professionals SAP Cloud for Customer
SAP ERP integrated softphone Non-SAP application integrated or

for ERP professionals embedded softphone

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.

Increase SAP CRM Users personal productivity with SAP CRM UI

embedded Communications Toolbar
User’s own status
Call controls indicator
Directory and
presence

Reducing process cycle times with real-time collaboration using

contextual presence
Real-time presence and

Business context collaboration tools
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 Routed like a phone call in real-time to the

ticket best available person
Queues
Skills
Presence
Real-time routing
engine

What business problems SAP Contact Center addresses?
Inflexible Contact Center operations

Low customer satisfaction ■ No /limited tools to see contact center status in real time
■ Long queuing times for customers
■ Difficult to adjust /adapt operations in real time
■ Low first contact resolution rates
■ Inability to get the facts on past performance
■ Inconsistent customer experience
across channels
Contact Center
Management
CIO’s
Office High TCO, system complexity
Contact ■ Multiple separate systems with custom
Center integrations between each others
Site 1 HQ
■ Inflexibility to scale up or down capacity
■ Expensive system updates with risk to
Back-office
and Field
break down custom integrations
Contact
Center
Site n
Contact Center disconnected from

other company operations
■ 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

Why Front-Office – Back-Office integration is important
Customer
- CONNECTED -
... and often
... I can’t get
If I don’t know the customers
Front-Office anyone to help
the answers... are completely
me ...
Contact Center mad.
- DISCONNECTED -
... on topics I ... and this is

I’m continuously
Back-Office disturbed...
have nothing all away from
Experts to do with ... my real job.
- DISCONNECTED -
What is a contact center

Mobile Workers and why should I care?

Customer
- CONNECTED - SLAs
Front-Office
Contact Center
Motivation
- DISCONNECTED -
Back-Office
Experts
Customer
satisfaction
- DISCONNECTED -
Mobile Workers  Business impact negative

SAP Contact Center Benefits for Contact Centers
Contact Center is Your Company eyes and ears to Your Customer Interface
Adapt Your Contact Center operations in real time

Better Service to Your Customers ■ See Your Contact Center performance in real-time
■ Shorter response times due to increased agent
■ Adapt Your Contact Center operations according to current need
productivity and first time resolution rates
■ Know how, when and why Your customers are contacting Your company
■ Consistent customer service across channels
Contact Center
Management
CIO’s
Office Lower Your System TCO
Contact ■ Lower system installation, integration,
Center maintenance and scalability costs
Site 1 ■ Bundled solution with native SAP
integrations (vs. separate components)
Back-office
■ Monetize Your existing investments
and Field
Contact
Center
Site n
Connect Your office and mobile

experts to serve Your Customers
■ 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

Customer
- CONNECTED -
I get instant Customers
... and they are
Front-Office support from can truly see
happy to help.
experts the difference.
Contact Center
- CONNECTED -
I proactively In peaks I help

I’m in control of
Back-Office my availability.
listen in and to achieve
Experts coach. SLAs.
- CONNECTED -
while I’m in
I can help my and
control of my
Mobile Workers peers customers
availability.

Customer
- CONNECTED -
 Business impact positive
Front-Office
Contact Center
Customer
satisfaction
- CONNECTED -
Back-Office
Experts Motivation
- CONNECTED -
Mobile Workers SLAs

SAP Contact Center has customers in 30+ countries
across all continents
EMEA
North America Deutsche Annington; EKZ; Mascot
Barnes & Noble, Agilent, Air Products; International; Royal Unibrew;
Sysco Food; Pepsi Bottling Venture; Newcastle University; Lattice Group
SourceGas; Yaskawa Electric (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;
Fundação dos Economiários Federais

Customers drive value with SAP Contact Center
 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 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

SAP Contact Center differentiators from competition
Customer Value Drivers Product Qualities
Service-to-Profit Chain
1 Business flexibility
Customer Profit
SLAs
Satisfaction +/-
Improve customer
satisfaction
Ability to make real-time
Motivation 2
adjustments
Operational Costs Bundled solution

Increase organizational 3
(vs. separate components)
performance
Deep SAP content

> 70% People 4
integration
Reduce systems
TCO and complexity
Open and non-proprietary
5
< 30% Systems approach

SAP Contact Center Product Strategy focus areas
1
SAP Contact Center scope Solution Priorities
Bundled Contact
1
3 2 Center Infrastructure
Contact Center
Agents, Supervisors & Mgrs
Best practice
2 SAP integration
Partner CC Open APIs for

Mobile Experts 3 Partner Extensions
Extensions Customer facing employees
Business and Open APIs for

4 Mobile and UCC
4 Other Customer
Professionals Insight
Back-office employees Solutions

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?
Finance Service Sales &

Marketing
Expert resources in Finance, Service and Sales & Marketing not used for customer service.
Unable to upscale Contact Center resources during peak loads.
Contact Center
Billing HelpDesk Sales

The Result: Inefficient Operations and
Inability to deal with peaks and drops in customer demand
Impacts:
 Low first contact resolution rates Contact Center
 Low service levels and Management
CIO’s
Office
customer satisfaction Contact
 High customer churn Center
Site HQ
 Rush and frustration among

Back-office
Contact Center personnel Contact
and Field
 Difficulty to see the “big picture” Center

Site
on what customers actually need

and how they are served

The Goal: Be a Best Run Contact Center
Understand and adjust Your Contact

Center operations in real-time
■ Know exactly what needs to be improved and where the
required savings can be found
Contact Center
Management
Leverage all Your resources to CIO’s
improve customer satisfaction

Office
Contact
■ Leverage expertise in the back-office and in the field Center
to route customer contacts immediately to the best Site
available people
Back-office
Use Contact Center as Your

and Field
Contact
strategic asset
Center
Site
■ 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

Elements to become the Best Run Customer Service
with SAP Contact Center
Customer facing employees Operations management

(front line and experts) Systems management
Best Run Customer Service
Understand Your Customer Interface Take Decisions to Action Achieve Remarkable Results
 Understand Your customers’  Deploy contact center services across  Use contact center as a strategic asset
requirements and behaviors Your organization for creating customer value
 Get real-time feedback on Your  Adapt Your customer experience in  Maximize contact center performance
strengths and weaknesses real-time
 Avoid unnecessary investments
 Plan long-term goals based on facts  Stay ahead of Your competitors

SAP Contact Center in Action
Understand Your Customer Interface

Knowing Your strengths and bottlenecks help You to set
targets for Your customer interface
Monitor
Native
 Systematically monitor the quantity and Complete
integration
quality of customer interactions Contact
to SAP
Center
business
Analyze
Suite
Inbound applications
Outbound
 Analyze Your Contact Center strengths and Extended CC
weaknesses Monitor and IVR
Empower
analyze Your
Your agents
Identify contact
center
with real-
time data
 Identify the key areas which impact Your performance Define
customer service performance and quality targets for
Your service
level
Plan Engaging
Cloud and
On-premise
user
 Plan how You want Your customer service to experience
deployment
perform models
Easy-to-use
customer
Strategize interface
management
 Make Your customer service as strategic
asset in Your organization

Monitor Your Contact Center performance in real time
Monitor Your service performance Online Monitoring tools enable You Use the real-time data across Your
in real-time to be in control organization
 Monitor Your service levels, contact  Configure the dashboard content to  Engage agents with real-time queue
volumes and agents in real-time match Your monitoring needs view on softphone
 Online Monitoring covers all inbound  Save the frequently used views as  Use in-built access control to provide
channels and outbound campaigns templates role and group specific monitoring
viewing rights
 Accurate monitoring data is granular to  Alarm function provide information if
individual contact level e.g. waiting times are getting too high

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  Agent reports enables You to analyze  On Your workstation thru Your browser
customers are contacting You Your contact handling performance
 On Your iPad using SAP Business
 Use contact volume reports to analyze  See how You are meeting Your service Objects Explorer
seasonal patterns in customer contacts level targets
 Combined with Your other business
and channels
 Know who are Your top performers data e.g. SAP BI

Identify why Your customers contact Your company
Understand why Your customers Ask the right questions and provide Create and manage scripts
are contacting You the right answers on-the-fly
 Systematically collect information what  Inbound and outbound questionnaires  Easy-to-use tools to manage scripts
are the most frequent questions
 Enrich agent productivity by providing  Link scripts to any inbound and
 Conduct transactional customer service specific information and outbound services
satisfaction surveys hyperlinks
 Script changes takes effect tin real-time
 Access script results thru SAP Contact
Center Monitoring and Reporting

Plan and Strategize improvement actions
Pain points Solution Enablers Benefits

Low first contact  Route incoming customer contacts to best skilled available  Increased Contact
resolution rates and agents across channels Center productivity
low service levels  Create internal expert queues and assign relevant office and  Shorter response times
mobile experts to queues. CC Agents can forward complex  Better quality responses
questions to expert queues where experts are serving
 Use Interactive Voice Response (IVR) services to automate
routines: customer identification, service selections, language
preferences, etc.
Lack of multi-skilled  Scripting tools guide agents during customer interactions  Increased agent
agents  Supervisor tool allows managers to support and coach agents in productivity
real time  Increased customer
 Call recording helps in agent training by demonstrating best interaction quality
practices  Skilled and motivated
personnel
Difficult to react on  Use temporary resources, e.g. office and mobile experts,  Ability to upscale and
fluctuating contact to help with customer interactions during peak times downscale resources
volumes  Identify trends /seasonal patterns via Reporting to plan staffing according to need
proactively and minimize unnecessary surprises  Monitor and adapt
 Monitor Contact Center operations in real time and re-assign Contact Center
resources according to situation at any given time operations in real time
 Use automated services, e.g. call-back and IVR during peak  Balance /share load
times to balance load across the business day across the business day

Take Decisions to Action

Adapt Your customer experience in real-time
without IT’s or consultants’ help
Tailor to Your needs

 Activate the services You need at any time: Native
Inbound, Outbound, Queues, IVRs, Recording, Complete
integration
Contact
Voicemails, Messaging… to SAP
Center
business
 Setup High Availability functions and scale up Suite
applications
Inbound
system capacity cost efficiently
Outbound
Extended CC
Adapt in real-time and IVR
increase productivity
Learn &
Tailor to
Develop
Your needs
 Adapt functional configuration – queues, users continously
Adapt
and routing rules – in real time according to
in real time
business need without IT’s involvement or service and increase
interruptions productivity
Cloud and
 Increase Contact Center productivity Engaging
On-premise
user
deployment
Learn & Develop
experience
models
Easy-to-use
continuously customer
interface
 Monitor, report and analyze contact center management
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  All SAP Contact Center core server  SAP Contact Center scales up flexibly
Environments (tenants) software components can be multiplied and cost effectively by adding new
 Install, upgrade and manage SAP and run in load balancing mode server hardware and by multiplying
Contact Center software components  Server software components can be /redistributing SAP Contact Center
in Virtual Customer Environments distributed to as many servers as server software processes across
needed necessary from business servers
 Technically monitor all SAP Contact
Center services are running as planned continuity perspective  Also SAP Contact Center Databases
 Enables SAP Contact Center software can run on one or multiple separate
upgrades without service breakouts database servers

Adapt in real time without IT’s involvement
All SAP Contact Center Efficient Role based Administration Highly granular Access Control
functionality configuration in a model
single user interface
 System Services  Create User Roles and Groups  Every object (user, queue, campaign,
including appropriate access rights etc) access control rights can be
 Users, Roles and Groups
controlled by appropriate access control
 Assign and manage user authorizations
 Templates and Update Wizards type (read, modify, create, delete, etc)
via appropriate User Roles and Groups
 Functionality: inbound and outbound
contact centers, IVRs
Increase first contact resolution rates via
Unified Multi-Channel Contact Routing
All channels and queues …Selection of routing mechanisms = Best possible service to the
combined with… customer with current resources
 Voice calls  Skill based routing (SBR)  Automatically routes customer contact
 Call-backs  Automatic Call Distribution (ACD) to best available agent
 Emails  Preferred agent routing  Optimizes resource utilization at any
given time
 Web forms and Web chat  Hunt groups /call pick-up groups
 Fax and SMS messages  Email keyword recognition
 Action Items from external systems  …

Increase Your Agents Productivity
First line Contact Center Agents Office Experts Mobile workers

 Communication Desktop (CDT) is  SAP Convergence is designed for office  External Agent is designed for mobile
designed as powerful tool for first line experts /users contributing also to workers to participate in contact center
contact center agents and supervisors customer service operations operations
 Includes all contact channels and tools  Integrates softphone with MS Outlook  Login to contact center queues and
needed in inbound and outbound and Office tools and provides access to personal extension services with any
contact center operations customer service queues phone terminal.

Automate Routines via Voice Self Services (IVR)
Voice Self Service as part of Your End-to-end Voice Self Services 3rd party integrated Voice Self
customer service scenario Services
 Voice menus; e.g. language and/or  Fully automated services such as order  Also 3rd party Voice Portal /IVR
service selections intake or order cancellation services platforms can be used in addition or
replace SAP Contact Center inbuilt IVR
 Customer recognition services  Off-hour automated services
 Integration via standard SIP interface
 Ad-hoc notification services (e.g.
(call data transfer via SIP X-Headers)
abnormal service announcements)

Monitor and Control Contact Center Operations
Identify customer service situation Support, control and manage Support, control and manage
and bottlenecks in real time departments and teams individual agents
 Contact volumes in different services  Adjust department and teams level  CDT Supervisor tool allows to support,
operations via Monitoring and/or control and manage individual agents
 Staffing and agent activities /statuses
System Configurator tools
 For example manage queue login
 Service Alarms based on monitoring
 For example queue assignments, skill statuses, listen /coach with customer
user defined configuration
requirements, service announcements, calls, record calls and re-distribute
open /closed schedules, etc. agents pending customer emails

Learn from Your recorded Customer Interactions
In-built call recording and contact history Support for 3rd party Quality Monitoring tools
help You to learn from Your interactions
 Analyze recorded calls and email and chat interactions to  Quality monitoring interface provides active call capture
learn how to handle customer interactions in efficient manner capabilities for 3rd party quality monitoring vendors
and with consistent quality
 Dedicated quality monitoring system provide additional
 Use as proof of Your customer transactions capabilities for call content analysis, e.g. automatic voice
analysis to detect customer emotions
 Use recorded calls as examples in Your agent training

Achieve Remarkable
Results

Achieve remarkable results

Better Service to Your Customers ■ See Your Contact Center performance in real-time
■ Shorter response times due to increased agent
■ Adapt Your Contact Center operations according to current need
productivity and first time resolution rates
■ Know how, when and why Your customers are contacting Your company
■ Consistent customer service across channels
Contact Center
Management
CIO’s
Contact ■ Lower system installation, integration,
Center maintenance and scalability costs
Site 1 ■ Bundled solution with native SAP
integrations (vs. separate components)
Back-office
■ Monetize Your existing investments
and Field
Contact
Center
Site n

■ 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

Proven customer value with SAP Contact Center

Better Service to Your Customers  Distributed administration and easy management
 Over 80% resolution of calls at resulted 50% savings in contact center operational
the first point of contact costs.
 Decreased average call handling  Over 10% savings in contact center operating costs
time by ca. 20 seconds per call
Contact Center
Management
CIO’s
Contact
■ Six-digit savings on annual
Center basis for forwarded calls
Site 1 ■ Live in 3 months with very
stable system
Back-office
and Field
Contact
Center
Site n

 Better utilization of expertise and
resources cuts customer waiting
time down from 60 to 29 secs.
■ Ability to use call center
resources more effectively

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 Efficient to operate and Best practice deployment

tailor to Your needs adapt in real-time with 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

Thank you
Contact information:
F name MI. L name

Title
Address
Phone number
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SAP Contact Center Business Overview Presentation

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Business Overview

SAP Contact Center software version 7

1. SAP Contact Center Business Overview

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

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

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 4

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 5

Contact Center Agents Stand-alone Expert and Mobile Users Automated

Contact Center Manager /Supervisor /Analyst Users

Business and Technical Administrator Users

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SAP CRM integrated softphone SAP Contact Center integrated with

SAP ERP integrated softphone Non-SAP application integrated or

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The best practice /Your design of the process

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… all your customer facing personnel had access to communication

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

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Increase SAP CRM Users personal productivity with SAP CRM UI

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Reducing process cycle times with real-time collaboration using

Real-time presence and

Ms. Shirley Bishop

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Increasing SAP CRM Users and Processes efficiency and convenience

Transferring business context with a

Accepting the call and receiving business context

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Enable real-time processes with action item routing

Escalating a service Routed like a phone call in real-time to the

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Inflexible Contact Center operations

Contact Center disconnected from

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... on topics I ... and this is

What is a contact center

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Mobile Workers  Business impact negative

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Adapt Your Contact Center operations in real time

Connect Your office and mobile

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I proactively In peaks I help

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Mobile Workers SLAs

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Customer Value Drivers Product Qualities