Interaction Center Framework (based on CRM-IC)
Enhance the performance of your interaction center with support for telemarketing, telesales, customer service, e-service, and interaction center analytics, as well as for the management of interaction centers.
Agent desktop for handling large volumes of requests in a structured, trackable fashion. Integrates with relevant application backends for efficient agent-access to requested information
Enhance the performance of your interaction center with support for telemarketing, telesales, customer service, e-service, and interaction center analytics, as well as for the management of interaction centers.
Agent desktop for handling large volumes of requests in a structured, trackable fashion. Integrates with relevant application backends for efficient agent-access to requested information
Provides ad-hoc and trend analysis of SSC throughput and
performance
Provides ad-hoc and trend analysis of KPI and SLA adherence of
delivery performance
Provides mailroom functionality to categorize internal electronic
documents and feed the relevant application backends. Handwritten
or typewritten documents are scanned and converted to
machine-editable text.
Supports creation and dispatch of large volumes of printed
documents
Provides automatic creation of forms prompting information input
from the recipient in a well-known paper-like format thus improving
integration of internal and external users into the business
processes and overcoming the limitations of paper-based forms.
Exposes selected business process functions and data from mySAP
ERP through Microsoft Office 2003 and higher. Brings self services
based on business processes operated in SAP ERP to the Office
desktop of the Information Worker.
This process is supported by the following SAP and/or partner offerings
Enables companies to consolidate and harmonize their master data
within heterogenous IT-Landscapes
(It consistently delivers vastly reduced data maintenance costs, ensures cross-system data consistency, accelerates the execution of business processes and greatly improves decision making)
(It consistently delivers vastly reduced data maintenance costs, ensures cross-system data consistency, accelerates the execution of business processes and greatly improves decision making)
This process is supported by the following SAP and/or partner offerings
is SAP's platform for process integration based on the exchange of XML messages
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Provides a technical infrastructure for XML-based message exchange in order to connect SAP components with each other, as well as with non-SAP components -
Delivers business-process and integration knowledge to the customer, in the form of SAP’s predefined integration scenarios -
Provides an integrated toolset for building new integration scenarios by defining and maintaining all integration-relevant information ("shared collaboration knowledge"
This process is supported by the following SAP and/or partner offerings
provides integration of all customer contact channels (voice,
email, web, fax, …) . Enables leveraging Interactive Voice Response
in the context of Interaction Centers.
provides the tracking and storage of electronic documents and/or
images of paper documents (in conjunction with partner products for
document archives)
is an environment to create, manage and distribute documentation
and online help to (SAP-)users. Supports skill transfer to large
Shared Service Center teams.
Enables the design and execution of business processes within SAP
application landscapes. Process constituents can be efficiently
notified/reminded of required action.
This process is supported by the following SAP and/or partner offerings
Assists with efficient and effective deployment of the right-skill
resources where and when they are needed. Service Level Mgmt. in
Shared Services Centers depends highly on reliable staffing of
critical functions with appropriate skills.
This process is supported by the following SAP and/or partner offerings
will provide billing capabilities for used services along
transaction / volume parameters of typical Shared Services
processes
| SAP Product Available |
Partner Product Available |
SAP Product Available with Future Releases |
Partner Product Available with Future Releases |
Future Focus |
| Please note that the Solution Map, containing proprietary information of SAP AG, reflects SAP's current development intentions, which are subject to change. Future focus coverage may be provided by SAP or SAP partners. Check for local availability of all SAP and SAP partner solutions. ©SAP AG 2007 | ||||