SAP CRM Interaction Center Overview

The SAP CRM Interaction center in the Middle ware supports the three central CRM strategies:
  1. Gross sales: processing of sales transactions, opportunities, product proposals
  2. Service: e-mail processing and workflow, resolution database, service transactions
  3. Advertising: campaigns / name lists; product proposals
The Interaction Heart supports various media:
  1. Telephone: incoming / outgoing calls, routing, call lists, CTI connection
  2. E-Mail Dealing with
  3. Internet: inclusion of Web and intranet pages, co-looking, call-me-again, Web chat, Net telephony
You probably can control which of these features are utilized by particular person brokers, agent groups or total name centers by assigning individually configured profiles.The elements can be utilized on the user interface for the Interplay Middle, if need be. Parts supplied by SAP are:

Enterprise partner: Right here, the enterprise companion and call particular person are recognized automatically (ANI: automated quantity identification) or entered manually. You can too keep the corresponding information fields for the master file here.
  1. Call standing: Right here, the system displays which phone number the agent is related to, and which enterprise partner matches this number. The status shows, for instance, whether or not the conversation was accepted, interrupted or, ended. A further status interprets the number chosen by the shopper (DNIS: dialed number identification system). This allows you to recognize, for example, whether or not it's the gross sales or the service hotline.
  2. Reminder scripting: Here, you can display quick info based mostly on occasions or system activities.
  3. Motion field: You can call up varied functions by way of pushbuttons or menus in the motion box: call up hidden tab pages in the applicationa space; transactions in other SAP systems (R/three, APO), Web and intranet pages. Variables can be copied to every of these transactions (for example, enterprise partner knowledge).
Navigation space: The interaction history for the business associate is displayed here. Product proposals are additionally offered for selection, on the premise of various strategies. You'll give you the option to choose relevant transactions from the interplay or products from the transaction record by double-clicking on them, after which copy them to the applying area. Customer service is supported by a listing of the client’s IBase (installed base).

Software area: The tab pages of the appliance space can also described as workspaces. Varied tab pages can be utilized, resembling:
  1. Business partner search and maintenance, buyer truth sheet
  2. Transaction processing: create, change, and show alternatives, actions, sales and service transactions
  3. Incoming and outgoing e-mail workflow
  4. Resolution database
  5. Internet and intranet pages
A bar is obtainable with buttons for telephony functions.Customer-specific elements will be programmed and integrated into the interface.

The client calls and is recognized by his telephone quantity (ANI: computerized quantity identification) and forwarded to an applicable agent (enterprise routing within the CTI). The agent’s telephone rings and the identified buyer is displayed on the screen (number, name, tackle knowledge).The agent accepts the dialog and may use an interactive script to help the dialog with the customer. He has access to customer data in the reality sheet (software space) and in the interplay historical past (navigation space). Gross sales transactions are supported by product proposals. Product data (display screen, product master,and document administration is found in the product info (application area). The transactions can be monitored by credit management. The client has the option of paying via credit card, cash on delivery, or invoice. Within the solution database, the agent can seek for solutions to problems or appropriate solutions to customer questions.

Along with sales transactions, the agent may also maintain different transactions equivalent to actions,opportunities, and repair transactions.The agent has a number of options for calling up product proposals when coming into gross sales transactions within the IC:

Product proposal from Advertising: mySAP CRM Market line enables the system to propose products appropriate to the enterprise associate (examine unit: Advertising Planning and Marketing campaign Administration).

High n list, cross-promoting, equipment, and up- and down-promoting methods can be utilized individually or in combination.The varied product proposals could be supplemented with proposed portions from the customer gross sales historical past, for example, from the last 5 orders.The associate/product range can be supported by the IC. Lists of merchandise or product categories are out there, which are excluded or included for specific enterprise companions or teams of enterprise partners. The accomplice/product range can be used to suggest and choose products in addition to to monitor exclusion requirements.

An availability test is carried out for the ordered products (ATP examine via APO). Pricing, maintenance, and variant configuration can be found within the Interplay Center.Scripts present interactive reminder scripting, that assist the agent to speak with enterprise partners. The agent can choose and call up scripts manually. Scripts can be linked to a Advertising and marketing campaign. On this case, the script opens routinely, as soon as a name is carried out for the campaign. The agent additionally has the option of specifying events which enable a particular script to be called up.

The script gives query and answer alternatives, which the agent can use during his conversation with the customer. The script can call up particular transactions, relying on the buyer’s answer. The script can branch to the order entry transaction, for example. The agent can branch again from the transaction at any time. Along with transactions in CRM, the script can name up transactions in other SAP systems (R/3, APO), as effectively as Web and intranet pages.The conversation is saved as a history. This allows the agent to entry data on the client’s earlier solutions throughout the conversation. The conversations can also be evaluated statically and used by Advertising to distribute the business companions to focus on groups.

Either the call record relies on the target group in a marketing campaign, or it is created as a periodic name list,primarily based on the enterprise partners’ most nicely-liked calling hours. Name lists can be split and merged. Individual calls will be faraway from or added to the lists. The synchronization of call lists means that the agent can specify the timeframe and, along with the foremost business partners, select the suitable contact persons.The call lists are then assigned to the related organizational models, groups of brokers, or particular person positions for processing.Experiences can be found to monitor call list processing.

The decision listing (for campaign or periodic calls) is assigned to brokers for processing.The agents selects a marketing campaign for processing from a list.An inventory of enterprise partners to be contacted is displayed.The agent selects a enterprise partner and clicks on the button.The agent connects to the customer.Depending on the marketing campaign, the system both shows the planned exercise or begins the script.

The agent must flag the call as . A accomplished name is chosen correspondingly in the call list. A call with the standing of ) might be chosen again at a later date.The Interaction Heart also helps enterprise processes in Service. A service request comes into the IC as a name, e-mail, or fax, for instance, and is forwarded to an appropriate agent. The SAP workflow is obtainable for this. A guidelines-primarily based number of acceptable brokers should even be carried out within the CTI (Pc Telephony Integration) by manner of enterprise routing. The agent takes the call and decides how one can proceed further. Varied situations can be found, which can be used individually or in parallel:
  1. The agent recognizes that the customer needs assist from a technician, and enters a service process (compare unit on transaction processing). The service course of is traced additional by an employee in the field.
  2. The agent begins the Interactive Intelligent Agent to search out an applicable answer to the shopper’s inquiry. The agent can inform the shopper of the suitable answer over the telephone, by fax, or by e-mail.
The Interaction Heart gives assist for Web customers. A button might be integrated into CRM Web shops. If the shopper chooses this button within the Web, the agent calls him back. An IC agent may give the shopper additional data, or support the client during navigation within the Internet via "co-searching". The agent takes over navigation of the display within the buyer’s Internet browser. "Net chat" and "Web telephony" are also supported; however, you want complementary software earlier than you can use these products.

The Interactive Intelligent Agent (IIA) uses the description to search for acceptable options for external and inner questions and problem messages. The IIA can be used as an IC independent work center. Prospects and field gross sales representatives may use it as an Web self service. The IIA might, for instance, be used for a buyer inquiry that arrives in the Interaction Center by e-mail.

  1. The IIA uses the whole e-mail text. The agent can optimize the search by reducing the text to the relevant parts. The text is routinely matched with the signs saved within the database. The text search additionally comprises a phonetic search.
  2. The agent can improve or limit the range of the text search by assigning the problem to predefined categories. The classes and attributes can be freely defined as a hierarchical system, and in an unrestricted number.
  3. Options are assigned to the symptoms decided in the database. As a result, the agent receives a success checklist through which the symptoms and solutions found are listed according to the extent to which they match the texts and attributes.
  4. The agent selects one or a number of solution proposals and copies them into the e-mail reply to the customer.
  5. Feedback from the customer and/or agent is used to constantly optimize the agent.
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