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.

Layout of Interaction Centre
Layout of Interaction Center

  • 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
    • E-mail
    • fax
    • SMS

Telemarketing, Telesales and Teleservices

  • IC supports telemarketing, telesales, and teleservices.

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

Telemarketing, Telesales and Teleservices

  • 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.

Interaction Centre Management

For this it is integrated with different components:

  • Interactive Scripting:

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

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