Contents. 2 Computer Telephony Integration (CTI) and AAulti-Channel Integration. Dedication 5 Acknowledgments 19

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1 Dedication 5 Acknowledgments Terminology Call Center, Contact Center, Interaction Center Interaction Center Employees - Agents, CSRs, TSRs Functions of an Interaction Center The Interaction Center is the Front Door The Interaction Center is the Emergency Room History and Evolution of Interaction Centers History ofthe Call Center From "Call Center" to "Interaction Center" Evolving Metrics and Mindsets Modern Metrics Leveraging Economies of Scale via Consolidated Call Centers Leveraging Efficiency via Shared Service Centers Outsourcing and Homesourcing The Typical Interaction Center The SAP CRM Interaction Center The History ofthe Interaction Center The Interaction Center Moves from SAP GUI to the Web Browser Capabilities of the SAP CRM Interaction Center Summary 48 2 Computer Telephony Integration (CTI) and AAulti-Channel Integration 2.1 Telephony Queuing Call Treatment Routing 51 Bibliografische Informationen digitalisiert durch

2 2.2 Computer Telephony Integration (CTI) Automatic Number Identification (ANI) Lookup Dialed Number Identification Service (DNIS) Interactive Voice Response (IVR) and Voice Portals Screen Pop Call-Attached Data (CAD) Softphone Control Screen Transfer Outbound Dialing Integration (Preview, Progressive, and Predictive/Power Dialing) Multi-Channel Integration Response Management System (ERMS) & Web Forms Fax, Letter, and SMS Web Chat SAP's Multi-Channel Integration Strategy SAP's Certified Multi-Channel Interfaces SAP's Multi-Channel Partners PBX/ACD Switches Communication Management Software (CMS) Products SAP Business Communications Management (BCM) Adding CTI or Multi-Channel Integration to an Existing Project Building a Business Case for CTI/Multi-Channel Integration Implementing CTI or Multi-Channel Integration Summary 79 3 IC User Interface and Technology 3.1 Browser Versions and Settings Interaction Center User Interface Title Bar ContextArea Communication Toolbar Scratch Pad System Messages Navigation Bar & Index Page Breadcrumbs 92 10

3 3.2.8 Agent Dashboard Broadcast Messaging Interaction Record Getting the Interaction Center Up and Running CRM Business Role/IC WebClient Profile Navigation Bar Transaction Launcher HR Organizational Model Architecture and Technology BOL/GenIL BSP Applications Summary IC Marketing 4.1 Campaigns Call Lists and Planned Activities Call List Creation Planned Activities Creation Processing Call Lists from the Interaction Center Do Not Call List Integration Outbound Dialing Manual Outbound Dialing Preview Dialing/Auto Dialing Power Dialing/Progressive Dialing Predictive Dialing Interactive Scripting Questionnaire/Survey and Lead Integration Survey Integration Lead Integration Marketing-Based Product Proposais Maintaining Accessories and Spare Parts (Service Parts) Maintaining Cross-Sellers, Up-Sellers, and Down-Sellers Using Product Proposais in the Interaction Center SAP Real-Time Offer Management (RTOM) Summary

4 IC Sales 5.1 Leads and Opportunities Searching for Products Standard Product Search Product Catalog Add-to-Cart Button and Product List Preview IC Sales Transactions Sales Order for Interaction Center Sales Ticket for Interaction Center PC-UI Sales Order R/3 Sales Order for Interaction Center ERP Sales Order for Interaction Center CRM WebClient ERP Sales Order CRM WebClient Sales Order Configurable Products Product Proposais Available-to-Promise (ATP) and Pricing Summary About Help Desks Information Help Desk Customer Identification and Registration Product Identification and Registration Customer Overview and Details Knowledge Search Service Order Management IC Service Order Service Desk (for External Customers) Complaint Management Case Management A Few Words About Seif Service Summary

5 IC Management and Analytics 7.1 Monitoring Operations Business Transaction Assignment IC Manager Dashboard Status Overview & Volume Managing Operations Business Transaction Assignment Workbench ERMS Simulator Business Role Assignment Status Overview Broadcast Messaging Call List Generation Knowledge Management Categorization Schemas DocumentTemplates MailForms SDB Detailed Feedback SDB Usage Report SAF Compilation Administration Process Modeling Alerts Rule Policies Interactive Script Editor Scripting Evaluation Reports Service Ticket Reports Live Interaction Reports Reports Blended Analytics Intent-Driven Interaction Dashboards Summary Interactive Script Editor Accessing the Interactive Script Editor 265

6 8.1.2 Workingwith the Interactive Script Editor Creating Scripts Creating Objection Scripts Transporting Scripts Launching Interactive Scripts in the Interaction Center Manual Selection of Scripts Automatically Launching Scripts Using Interactive Scripts in the Interaction Center Questions and Answers Objection Scripts Updating Master Data and Marketing Attributes Survey Integration Creating and Qualifying Leads Chat Integration Transferring Scripts Summary Rule Modeler and Category Modeler 9.1 Rule Modeler Response Management System (ERMS) Send Auto Acknowledgement Auto Respond Auto Prepare Routing Actions Integrating ERMS with Web Forms Order Routing (Ticket Dispatching/Escalation) Intent-Driven Interaction (IDI) Triggering and Terminating Alerts Launching Scripts Navigation Additional Actions Category Modeler Multi-Level Categorization of Business Transactions Interaction Center Automation Using Categorization Schemas Summary 334 H

7 10 Back-Office Interaction Centers for Industries and Shared Services 10.1 Shared Service Centers IT Help Desk Employee Interaction Center Accounting Interaction Center (Consulting Solution) Industry Solutions Interaction Center for Utilities Telco Interaction Center Insurance Interaction Center (Consulting Solution) Automotive Interaction Center Summary 364 IMMMffBlff^^ 11.1 Types of SAP Partnerships and Certifications SAP Software Solution Partners SAP Service Partners Contact Center Infrastructure Partners Genesys Telecommunications Laboratories Avayalnc SAP Business Communications Management (BCM) Software Workforce Optimization Partners Verint Systems Systems Integration/Consulting Partners ecenta Axon Consulting The Principal Consulting (TPQ Sparta Consulting iserviceglobe MindTree Consulting EoZen enapsys SAP Consulting The "Big 5" Summary

8 12 Frequently Asked Questions 12.1 User Interface and Framework Questions Browsers That are Supported Windows Vista Support Interaction Center Requirement for aj2ee Server JRE Requirements ActiveX Browser Plug-ins Extranets, VPNs, and Firewalls WinClient or WebClient WebDynpro Usage or Future Plans Spell-Check Integration Migration/Upgrade Questions Effort Required to Migrate from WinClient to WebClient WinClient Availability in CRM 2006S/CRM PC-UI Availability in CRM 2006s/CRM Effort Required to Upgrade from CRM 2005 to CRM 2006s/CRM Automated Tool for Converting PC-UI Screens to BSP Problem/Solution Maintenance in WebClient Call List Maintenance in WebClient Performance and Benchmarking Questions High-Volume IC Customers System Performance of IC WebClient Compared to IC WinClient Performance Benchmark Tests CTI Questions Certified CTI Hardware (PBX/ACD) and Software How to Configure CTI How to Identify Account via Call Attached Data (CAD) How to Configure the CCSUI Tool SAPphone or ICI ITIL and IT Service Desk Questions ITIL Certification Interaction Center or Solution Manager Business Process Outsourcing Workforce Management (WFM) Questions SAP and Workforce Management (WFM) Functionality

9 The Size of an Interaction Center That Needs WFM Call/Screen Recording or Quality Monitoring Functionality "Which One Should We Choose" Questions Employee Interaction Center: CRM or HCM CRMBillingorERPBilling Interaction Record, Service Ticket, Service Order, Complaint, Case Creation or Suppression ofthe Interaction Record Sales Order, Sales Ticket, ERP Sales Order, R/3 Sales Order Alerts, System Messages, Broadcast Messages JavaScript or ABAP for Multi-Level Categorization IC Knowledge Search or SAP NetWeaver Knowledge Management Bonus: Top 20 SAP Notes for the Interaction Center Summary Conclusion 13.1 Real Customers, Real (Short) Stories ICICI Prudential AMC, Presented by MindTree Sloan Valve Company, presented by Sloan Valve Company "CAD-CAM Systems," Presented by ecenta Data Domain Presented by ecenta Eclipse Aviation, Presented by Eclipse Aviation A Case Study: Portugal Telecom Service Ticket Processing SAP Future Roadmap and Strategy Upgrade Strategy CRM 2007 Interaction Center New Features SAP Roadmap for the Interaction Center SAP Long-Term Future Strategy of the Interaction Center ThankYou! 436

10 Appendices. A SAP Partners 439 A.1 Avaya 439 A.1.1 Company Overview 439 A.1.2 Value Proposition 440 A.1.3 Core Areas of Expertise 440 A.2 Axon Consulting 442 A.2.1 Company Overview 442 A.2.2 Value Proposition 442 A.3 ecenta 443 A.3.1 Company Overview 443 A.3.2 Value Proposition 443 A.3.3 Core Areas of Expertise 444 A.3.4 Core Industries 445 A.4 enapsys 445 A.4.1 Company Overview 445 A.4.2 Value Proposition 446 A.4.3 Core Industries 446 A.5 EoZen 447 A.5.1 Company Overview 447 A.5.2 Value Proposition 447 A.5.3 Core Areas of Expertise 448 A.6 Genesys 448 A.6.1 Company Overview 448 A.6.2 Core Areas of Expertise 448 A.7 MindTree 449 A.7.1 Company Overview 449 A.7.2 Value Proposition 449 A.7.3 Core Areas of Expertise 449 A.7.4 Core Industries 451 B The Author 453 Index