MANAGE BUSINESS COMMUNICATIONS FOR STRONGER MARKETING,SALES, AND SERVICE.

Today the people, processes, knowledge, and contact points of an enterprise may be scattered across a wide range of geographies, functions, and organizations. Executing effective marketing, sales, and service programs requires a solution that can seamlessly manage and coordinate communications, both inside and outside the organization.

SAP® Business Communications Management provides a flexible, multi-channel, all-IP business communications platform. With SAP BCM, organizations can deploy IP telephony for everyone who needs it, including telemarketing experts, customer service agents, switchboard operators, office workers, mobile experts, and their managers.

Using SAP Business Communications Management software with the SAP Customer Relationship Management application can help you more effectively manage inbound and outbound contacts with customers and partners across multiple locations and communications channels. By bringing together your communications technologies and your business systems, the software helps you create communication-enabled business processes that leverage organizational know-how and enhance your marketing, sales, and service activities at a lower TCO.

Route Inbound Contacts Based on Customer Need

SAP Business Communications Management provides comprehensive support for inbound customer contact centers – even those that are spread across multiple sites and serve multiple contact channels. Functions for intelligent routing ensure that your customers reach the people who can best address their needs. The software provides unified queuing, prioritizing, and routing of all contacts – including contacts via telephone, e-mail, fax, voice mail, text messaging, and the Web.

The combined functions of SAP Business Communications Management and SAP CRM help you initially route inbound calls to the service people who can most effectively answer customer questions and resolve issues. These functions also make it possible to verify the availability of any relevant experts from across your organization, and conference them in. You can further route contacts to additional personnel who might be appropriate – whether they are located in fixed office locations or in the field. With this support, your organization can respond immediately and more effectively to a wide range of customer requests.

Centralize Outbound Marketing Campaigns

Successful telemarketing and sales efforts require efficient and effective tools for campaign planning and execution. SAP Business Communications Management gives you greater control over your telemarketing processes and their execution and makes it easy to adjust those processes as your needs change. The software can combine disconnected or dispersed telesales initiatives into a single, networked, virtual operation that minimizes unproductive tasks. Combining SAP Business Communications Management with SAP CRM also makes it easier to segment your audience, set up call reminders, take orders, manage contacts, and make sales calls from the road.

Manage Communications Across Your Enterprise

In addition, SAP Business Communications Management can serve as the foundation for communication-enabled business processes across your enterprise. The software is scalable, reliable, and standards based and works as either an in-house system or a hosted service.

SAP Business Communications Management can support a wide range of users – from customer service agents and switchboard operators to office workers and mobile experts – as well as their managers. Users can communicate and access communications controls from any network-connected computer or mobile phone around the world. With SAP Business Communications Management, you get an integrated telephony platform that enables multi-channel enterprise communications – both within your enterprise and with prospects, customers, and partners outside your organization.

Control and develop customer service operations with BCM Reporting

A reporting option lets you monitor and manage your communications in real time through online analytics. This gives you the flexibility to adapt your communication-enabled business processes based on performance and results. The analytics functionality in SAP Business Communications Management seamlessly integrates with SAP CRM to support blended analytics and a combined operational and business view of your marketing, sales, and service activities.

Automate routines with BCM Interactive Voice Response (IVR)

An interactive voice response (IVR) option provides an automated channel for responding to customer inquiries or gathering information for intelligent contact routing. Customers can respond to various choices via touch tone, obtain and leave information, or be routed to the appropriate customer service agent.