SAP CRM Interaction Center
Interaction Center Agent Functionalities
- IC Agent receives incoming phone call from Web shop customer regarding problems with the product purchased.
- IC Agents have access to the knowledge search with which it is possible to propose solution for the customer.
- Based upon call with customer IC Agent can also create a service ticket and can arrange an appointment with service representatives.
- IC agents also have access to the call list which is part of a marketing campaign.
Layout of Interaction Centre
- In order to communicate with the end customers, Interaction center is well integrated with different communication channels.
- Also IC Agents needs access to different applications and business transactions while in communication with the end customers.
- Thus IC Agents are also provided with access to different applications and CRM business transactions .
Following are the components of the Interaction Centre to which an IC Agent is having access for communication with the end customers:
- Scratch pad
- Agents can use it to write down notes.
- At any time these notes can be included to the business document.
- Account information
- For the current interaction this area shows the most relevant information.
- For example, customer name and address.
- Alerts
- These are the alerts generated by modeler for the logged in Agent.
- for example, suggestions or reminders
- Communication Information
- Information from the communication management software, like automatic number identification, queue status, talks time and agent status is displayed in this area.
- Tool bar
- These push buttons are to support the telephony functions
- Navigation bar
- IC Agents can access the business transactions and applications using the links they have in the navigation bar
- This IC Agents all the required data for the communication with the end customers.
- Work Area
- IC agents can also access the business transaction data or the application data
- This area is used for this purpose
- IC agents can start call list and interactive scripts in this area
- Also it is possible to search for transactions in the customer’s interaction history
Integration of Interaction Centre
- All CRM strategies are supported by the Interaction Center:
- Sales: Processing of opportunities, sales transactions, product proposals
- Service: Solution database, E-mail processing and workflow, service transactions
- Marketing: Call lists, campaigns, product proposals
- The Interaction Center supports communication over a number of communication channels:
- Telephone: Routing, CTI (Computer Telephony Integration) connection, Incoming and outgoing calls
- fax
- SMS
Telemarketing, Telesales and Teleservices
- IC supports telemarketing, telesales, and teleservices.
- Telemarketing
- In case of telemarketing, in order to carry out marketing campaign IC agent coordinates call lists and scripts with agents and outbound dialers.
- Agents are guided through the business partner interaction with scripts and surveys.
- It also supports qualifying lead.
- Telesales
- Processing of both incoming and outgoing orders is included.
- It also includes product suggestions like Cross-Selling and Top-n Products.
- Teleservice
- This is to enable the IC Agents to manage complaints and cases for customer service & support situations.
- IT Agents can perform knowledge search to find a solution.
- They can forward the solution to the customers by E-mail, chat, or phone.
- Knowledge Search
- Customer can give the problem description by phone, fax, E-mail, or chat.
- Problem description is used by the knowledge search to find suitable solution.
- Solution is then passed to the customer.
- Users having access to Internet self-service can directly use knowledge search for the solution.
- Knowledge search can use the entire text of E-mail.
- IT Agent can reduce the text to relevant part and optimize the search.
- Phonetic search is also included in the text search.
- Solutions are assigned to the problems determined in the database.
Interaction Centre Management
- Interaction Center Management includes task of guiding the IC Agent.
For this it is integrated with different components:
- Interactive Scripting:
- Using this tool, managers can design step-by-step scripts.
- Whenever IC agents need guidance while customer interaction they can execute these scripts.
- Agents can thus use these scripts to guide customers as well through each step.
- The response from customer dictates next step which script displays.
- ERMS
- Large amount of incoming e-mails can be managed with this tool.
- It provides services to automatically process and organize incoming e-mail.
- Several automated activities in this tool reduce substantially increases efficiency and processing accuracy.
- Also it supports IC agents to process e-mail in less time.
- Intent-Driven Interaction (IDI)
- it is used to support rule-based agent guidance
- using rule-based alerts, navigation, interactive scripts, etc. it ensures corporate standard customer interactions
- Call Lists
- in order to use in the Interaction Center, call created needs to be active
- also call list needs to be assigned to groups of agent in the list management
- it is possible to assign scripts to the call lists
- separate call lists can be assigned to each other
- for processing, call list is assigned to the organizational units, positions or individual users