Improve the Customer Experience

Using Contact Center Integration for mySAPTM CRM

Kevin Huff, VP Marketing & Alliances, AMC David Larson, Managing Consultant, EDS

Welcome! Well start in a few minutes

May 16, 2006

2006 AMC Technology, LLC. All rights reserved.

What We Will Cover

1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient

5 Summary and Q&A

2006 AMC Technology, LLC. All rights reserved.

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EDS Contact Center Integration Project EDS Contact Center Overview

Collections operation with 100 agents handling inbound and outbound calls Telephony backbone: Avaya 8710 Media Server and Predictive Dialer mySAP CRM Interaction Center (IC) as primary agent desktop application

Business Requirements that Drove Integration

Improve customer experience shorter holds, more responsive, self-service, customer id once Improve operational effectiveness new systems/UI, better customer data, blend in/outbound, screen pop, IVR opt-out

Project Background
Part of a larger long term outsource contract EDS won in 2004 Scope included all of the telephony and contact center technology Plus, migration of multiple green screen CRM systems into mySAP CRM

2006 AMC Technology, LLC. All rights reserved.

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What We Will Cover

1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient

5 Summary and Q&A

2006 AMC Technology, LLC. All rights reserved.

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Contact Center Integration is Growing More Complex Variety of Systems to Support Communications
Support for inbound, outbound, email, chat, fax, online ordering Can be a complex, distributed systems environment

Growth in Complexity with New Channels

Contact centers are offering more ways to communicate Multiple vendors, platforms, communications standards

Integration through Each Systems API

Multi-media media gateway, proprietary API(s) Phone CTI server, proprietary API Email email server, SMTP API Chat web server, web services API

2006 AMC Technology, LLC. All rights reserved.

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mySAP CRM in the Contact Center Environment

Growing use of SAP in Contact Center
Leverage full SAP product suite ERP, HR, Finance Consolidation of agent desktop to single application

SAP CRM

SAP IC

SAP Interaction Center (IC)

SAP IC Agent desktop, Manager & Multi-channel integration Two versions: IC WinClient and IC WebClient Supports multi-channel agents phone, email, web

SAP Multi-Channel Integration

SAP Integration Interfaces

SAP IC Multi-Channel Integration IC WinClient Multi-channel interface, SAPphone IC WebClient Integrated Communications Interface (ICI)
Phone Email Chat

2006 AMC Technology, LLC. All rights reserved.

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Integrating Contact Center Systems and SAP CRM

Bridging the Gap Between the APIs

SAP IC Multi-channel integration API Contact Center system APIs

SAP CRM

SAP IC

Inherently Complex Integration

Real-time processing, mission critical performance; High volume, complex, state-dependent interactions; Frequently evolving business process requirements; Multiple vendors, proprietary APIs;

SAP Multi-Channel Integration

Integration Middleware

Solution Options
Pre-built integration middleware application software
Phone Email Chat

Contact Center Systems

2006 AMC Technology, LLC. All rights reserved.

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What We Will Cover

1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient

5 Summary and Q&A

2006 AMC Technology, LLC. All rights reserved.

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Objective: Improve Customer Experience

Significantly Reduce Hold Times
Through more efficient and effective servicing by agents

Improve Agent Responsiveness

Better and faster information, one call resolution new systems, consistent customer ID / data, configured screen pop, soft phone

Expand Self-Service Options

IVR with more comprehensive options; opt-out to agent with call data for quick identification and configured screen pop

Customer Identity Verified Once

Call prompt for account number or ANI, attached to call through out

2006 AMC Technology, LLC. All rights reserved.

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Objective: Improve Operational Efficiency

Fully Leverage SAP CRM
Improve agent desktop; consolidate customer information Use native support of contact center functionality and integration

Blending of Inbound and Outbound Calling

Automatic route of in/out-bound calls to agents on availability Integrated and configurable for optimization and quality

Integrate Across all Contact Center Systems

Avaya S8700, PDS, CTI; Genesys IVR; Witness QM; SAP CRM IC AMC Multi-Channel Integration Suite

Expand Self-Service Options

IVR with more expanded options; opt-out with call data for quick identification, screen pop
2006 AMC Technology, LLC. All rights reserved.

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EDS Client Telephony & Contact Center Technology

Voice Contact
Toll-free DID

E-mail/ Fax Contact

Public Internet
SAP/Appl/ Reporting Servers

Firewalls
Router CSU/DSU

EDS

LAN Carrier 3 T-1s Outbound to PSTN 3rd Party Firewalls Client Contact Center
Router CSU/DSU

8 T-1s
2 way

3 T-1s to Collectors' Telesets

(21 permanent, 30 temp) 120 Model Call Mgr V Sets

PBX LAN

2 T-1s 1 T-1
2 way

1 T-1 Tier 2 Agent

Firewall
Avaya Modular Messaging

Avaya s8700 Media Server/ Gateway/ CMS

Genesys IVR

CTI/AMC Servers

Witness Collections Customer Service

Avaya Dialer

Router CSU/DSU

Avaya Outbound Trunks Xfer Trunk Telephone Instruments

LAN

Client Location
Model 2420 Sets Model 2402 Sets Model 2410 Sets

In House Circuits

General Office

Voice Circuit Dedicated Data Circuit Public Internet

2006 AMC Technology, LLC. All rights reserved.

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Call Flow Scenarios

Inbound Customer Calls IVR Self-Service Calls

Outbound Predictive Dialer Calls

Customer

Agent

2006 AMC Technology, LLC. All rights reserved.

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Contact Center Applications & Links

SAP Production

SAP Test

Avaya S 8700 Modular Messaging MAS MSS CMS G650 Gateway 8710

Virtual Server

Genesys IVR ( Framework / GVP Prod )

Genesys IVR (Reporting Prod )

AMC MCIS
Avaya CT (CTI - Prod )

Genesys IVR ( Framework / GVP / Reporting Dev / Test )

Concerto Predictive Dialer (Prod )

Avaya Predictive Dialer ( Dev / Test )

Avaya Predictive Dialer ( Prod )

Witness QA

2006 AMC Technology, LLC. All rights reserved.

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AMC Multi-Channel Integration SuiteTM

Key Features & Benefits
SAP Multi-Channel Integration

Pre-packaged, certified integration

Enables native multi-channel functionality in mySAP CRM Supports contact center systems across leading vendors CTI, IVR, PD, multi-media
AMC Adapter for SAP

AMC Multi-Channel Integration Server

AMC Channel Connectors

Robust, proven architecture - 100 large enterprise customers worldwide

Phone

Email

Chat

AMC Multi-Channel Integration Suite

2006 AMC Technology, LLC. All rights reserved.

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Telephony Integration Support in SAP IC and Avaya

Agent Functions
Agent Login/Logout of the queue Ready/Not Ready work modes

Softphone Call Controls

Answer, Hold, Retrieve, Conference, Transfers End Call and End Contact

Call Attached Data (CAD)

User Entered Digits (unique identification) Automatic Number Identification (ANI) Dialed Number Identification Service (DNIS) Screen pop on customer look-up

2006 AMC Technology, LLC. All rights reserved.

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mySAP CRM IC WebClient

Agent Dashboard real-time agent and channel state ANI, DNIS identification

Softphone Call Controls

Business Partner Screen Pop real-time contact information

Business Partner Display and Interaction History real-time history of business activities business partner specific

2006 AMC Technology, LLC. All rights reserved.

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EDS Contact Center Project Approach EDS as Project Lead for Contact Center Technology

Deployment Coordination: Avaya, AMC, SAP, Client

Additional AMC Requirements Delivered: ACW, Auxiliary Work Codes, Hot Seating

Project Time Line Sequence

1. 2. 3. 4. Avaya Telephony AMC Avaya PDS Genesys IVR

Deployment:
Development Environment Test End User Test Production
2006 AMC Technology, LLC. All rights reserved.

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What We Will Cover

1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient

5 Summary and Q&A

2006 AMC Technology, LLC. All rights reserved.

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mySAP CRM Demonstration

mySAP CRM 4 IC WinClient Multi-Channel enabled telephony and email AMC Multi-Channel Integration Suite

2006 AMC Technology, LLC. All rights reserved.

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What We Will Cover

1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient

5 Summary and Q&A

2006 AMC Technology, LLC. All rights reserved.

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Summary Key Take Away Points

Contact Center Integration is Inherently Complex

Compare user requirements with out-of-the-box functionality prior to developing integration plan

Solutions are Available Talk to Your Vendors

AMC provided required functionality before it was incorporated into next version of IUC WebClient Adapter AMC provided scripting that facilitated the data passing of customer data to the SAP agent desktop for IVR opt outs

Projects Take Care & Planning

AMC provided an Integration Assessment professional services study

2006 AMC Technology, LLC. All rights reserved.

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Additional Resources

AMC Technology:
White Paper: Total Contact Center Integration for mySAP CRM Webinar Series: Monthly Webinars with live SAP CRM demos
Find them at: www.amctechnology.com

Contact Us:
David M. Larson david.larson@eds.com Kevin D. Huff kevin.huff@amctechnology.com

2006 AMC Technology, LLC. All rights reserved.

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