SAP CRM Interaction Center System Architecture

SAP CRM Interaction Center System Architecture has telemarketing, Telesales and Customer Service are the main business scenarios in mySAP CRM Interplay Center.Telemarketing executes advertising campaigns by coordinating call lists and scripts with brokers and outbound dialers.Scripts and surveys guide brokers by manner of the communication with the business partners and help the qualification of leads.Telesales consists of both inbound and outbound order processing supported by product proposals similar to top-n merchandise and cross selling. Apart from gross sales orders quotations, value and quantity contracts will be maintained. Opportunity management helps to make more advanced or lengthy-time period sales tasks a success.Buyer Service enables help desks to handle cases and complaints for customer support and help situations.

The mySAP CRM Interaction Middle presents a full set of service capabilities to resolve customer inquiries.The knowledge search helps brokers to seek out and cross an answer to clients by telephone, e-mail, or fax, or (with the multi-channel interface) chat.Warranty willpower is included into complaints and service orders. Criticism management lets you set off follow-up actions like return processing and in-home repair, subsequent deliveries free of charge and credit score memos.Agents can examine entitlements, understand what services and products the customer has and schedule appointments primarily based on time preferences of the shopper and qualification and availability of service technicians.

Agent Desktop User Interface

SAP offers two equal consumer interfaces that deliver the best of both worlds with out sacrificing
performance or administration and maintenance goals.Following the design of SAP’s Dynpro primarily based applications, the windows shopper exploits the capabilities of a windows primarily based desktop. Having full control over the sources of the desktops permits agents accustomed to SAP applications to work in a virtually mouse-free atmosphere and totally leverage the integration into Microsoft’s Office Applications. Most of SAP’s stay Interaction Heart clients respect the linear scalability in addition to sub-second response time.On the topic of multi-channel help, firms can select to leverage SAP controls for soft phone,e-mail dealing with or chat classes or use other controls such because the multi-channel Interface or controls from SAP partners similar to Genesys Laboratories.

Exploiting the capabilities of browsers concerning zero footprint functions, it is easier for patrons to deploy this utility to each user who could benefit from these supporting options like scripting or telephony support. Like the IC WinClient, the IC WebClient is designed to support skilled customers in the interplay middle with fast response times.For those firms working in a heterogeneous atmosphere with a number of swap varieties, e-mail or internet servers, the IC WebClient brings consistency to the consumer expertise making the model of the communication machine invisible to the user. Once more, it will cut back agent coaching costs by supporting one set of controls across your complete communication infrastructure.

Interaction Center Web Client Environment

The Interaction Heart Win Client user interface offers the following elements:
  1. Business associate: Right here, the business partner and communicate to individual are identified routinely or manually. You have to use numerous knowledge to search for enterprise partners on the Enterprise Associate tab web page within the utility area. Tackle changes for grasp knowledge could be maintained here.
  2. Agents dashboard: Right here the system shows telephony knowledge to the agent (for example, number,title and status of the particular name).
  3. Scripting and messaging: Here you'll have the option to display short information based mostly on events or system activities as nicely as data the IC Supervisor sends to the agents utilizing the published messaging service. Broadcast messaging permits managers to proper away broadcast data to brokers by sending out an electronic mail that appears immediately on every agent's IC interface.
  4. Motion box: Right here you probably can call up varied capabilities by manner of push buttons or menus. You open up hidden tab pages in the application area, transactions of the mySAP CRM System, transactions in different SAP systems (R/3, APO) and Internet and intranet pages. Parameters reminiscent of enterprise accomplice ID or handle will be transferred to each of these transactions.
  5. Navigation space: The interaction historical past for the enterprise associate is displayed here. Product proposals are also supplied for choice, on the basis of assorted strategies (e.g. high-n products, cross, up/down promoting, equipment). For service scenarios, lists of the customer's IBase (installed base) will be displayed.

Application area: The tab pages of the application space can be described as works paces. Numerous tab pages can be used, as the next examples show Enterprise associate search and maintenance, buyer truth sheet and Transaction processing: Here you may create, change and display all types of business transactions resembling alternatives, activities, sales and service transactions as Incoming and outgoing e-mails, fax- and SMS messages, chat requests from the web etc.

Web Client Layout

The Scratch pad allows the agent to jot down down notes that can at any time be included into the enterprise documents.Account information reveals probably the most related details about the current interplay, such because the buyer’s title and company.Alerts are displayed to the brokers generated by the Alert Modeler, such as automatic strategies and reminders. Communication information exhibits data from the Communication Administration software, like
talk time, computerized quantity identification, agent state and queue status.The toolbar incorporates buttons to manage telephony functions.Within the system messages space data, warning, or error messages from the system are displayed.Within the workspace you presumably can preserve business transactions equivalent to gross sales and repair orders, begin name lists and interactive scripts or run detailed search on business companions, products and transactions within the interplay history of customers.The navigation area permits the agents to start transactions and navigate between different screens.Broadcast messaging permits managers to instantly broadcast info to agents by sending out an electronic message that appears immediately on each agent's IC interface.


The Interaction Heart helps all CRM strategies, equivalent to:
  1. Gross sales: processing of gross sales transactions, alternatives, product proposals
  2. Service: e-mail processing and workflow, solution database, service transactions
  3. Advertising: campaigns, call lists, product proposals
  4. As properly as, the Interplay Middle helps multi-channel communication:
  5. Telephone: incoming and outgoing calls, routing, name lists, CTI connection
  6. E-mail, fax, SMS
  7. Internet: inclusion of Web and intranet pages, co-browsing, name-me-back, Internet chat, Web telephony
CTI Connection via SAP Phone

Laptop Telephony Integration (CTI) between the phone and CRM system allows a call middle agent to control his phone directly from the CRM application. This has the following advantages:
  1. Simplified Operation: The agent no longer has to maintain switching from the telephone to the SAPGui, but relatively can perform the whole process from the CRM application.
  2. Automatic recognition of caller: The agent rapidly gets an overview of the caller customer data by the automatic recognition of a caller by his telephone quantity (ANI-“Automated Number Identification“). This increases service quality and customer satisfaction.
  3. Outgoing calls: Manually entering the phone number is now not mandatory if the enterprise partner might be referred to as instantly from the CRM application.
  4. CTI increases the productiveness and repair high quality of a name center.
  5. On the system facet an interface between the telephone system and the CRM software server is a prerequisite.

Incoming Calls

Name centers can normally be reached through a number of central telephone numbers. When a name comes into the decision center, first a free agent must positioned who can then take this call. This distribution of incoming calls to agents takes place on the ACD module of the telephone system. (ACD = Computerized Name Distribution“).With the intention to management the distribution of calls in a useful method, on the ACD level we must know in any respect instances:
  1. Which brokers are engaged on which incoming calls. Agent groups (also called queues) a
  2. are defined for this function on the ACD. At first of labor an agent has to log onto the agent group(s) on which he is working so as to be assigned calls.
  3. What the present standing of those agents is (prepared, not prepared, break , and so on). A name is just distributed to an agent if he has the standing "Ready". If the agent is currently coping with a call, his status is " Not prepared".
  4. The criteria, in accordance with which a name is to be distributed to an agent, may be as complicated as desired. (An instance for this will be given in the unit Enterprise Routing) Relying on the PBX supplier, it might happen that the distribution of calls is made on separate routing servers.
  5. ACD performance is a part of the phone system. Therefore distribution of an incoming call to an agent takes place outdoors of the SAP CRM system. (Exception: For superior scenarios similar to Enterprise Routing, routing criteria from SAP CRM can exported upfront to a routing server)
The process circulation of an inbound call in a name middle is defined under as an example. Clients usually call one or more central numbers to contact a call center. When a call arrives in a name middle, a free employee that can settle for the call should first be identified. This distribution of inbound calls to the staff is carried out by the Automated Name Distribution (ACD) module of the telephone equipment.An external call goes to the telephone system.

The caller enters his buyer quantity into his telephone. That is acquired by the IVR module and assigned to the decision (Call-associated information is generated, known as name-hooked up knowledge). The shopper number is given along with current call from then on.


There are principally two options for telephony integration with SAPphone:
  1. Utilizing a CTI answer that gives a gateway between the RFC interface of SAPphone and the phone system interface.
  2. TAPI-based mostly solution. TAPI stands for „Telephony Utility Programming Interface“ and is an interface outlined by Microsoft for telephony applications. Offered the manufacturer of the phone system affords a so referred to as "TAPI service provider", then this answer will be considered. The "SAPphone Server“ is software program part delivered totally free by SAP that establishes a connection between SAPphone and TAPI.
  3. Current data on certified companions for both situations could be found in SAPNet under the alias:/softwarepartner.
SAP Phone Work Center

A SAPphone work center establishes a connection between the agent extension and the pc (SAPGui) at which he's working. This assignment is critical so that the incoming call will be displayed on the correct client.For carrying out telephony capabilities it is mandatory that the system is conscious of the connection between a pc and the corresponding phone, that is, the work middle have to be identifiable. The kind of work middle identification depends on the GUI used and will be set in Customizing. The following choices are possible:
  1. Identification via registry entries
  2. Identification via the computer host identify
  3. Identification through the consumer
  4. Non permanent identification by manner of logon (session)
The perfect state of affairs could be to use Identification via registry entries or Identification through host names. When creating a work middle both a SAPphone work middle ID is saved in the registry of the related PC or the distinctive laptop host title is saved within the SAP system. Nonetheless, these two identification sorts cannot be used for all GUIs.Only select Identification by manner of user for a set user-work center relationship if the staff work at fastened work centers.When you choose Momentary identification through logon, then the customers can change their work centers, but should recreate the work heart with each new logon, that's, they should enter the telephony server and telephone quantity each time.

SAPconnect affords an ordinary interface for connecting external communications parts to a SAP
system. This permits sending and receiving Internet mails, fax and text messages (pager / SMS).For the sake of readability only the channel email is shown on this slide.

SAPconnect gives a direct connection to the Web via the SMTP Plug-In of internet software server.You may send and receive Web mails immediately by manner of this connection.
?? As of SAP Internet Software Server 6.10, SMTP (Easy Mail Switch Protocol) can be supported straight by the kernel of the SAP system. Thus it's possible to exchange emails between the SAP system and every SMTP-compatible mail server, with out utilizing any extra exterior components.

Web Client Architecture

The Integrated Communication Interface (ICI) is an open interface for connecting third-social gathering communication merchandise to SAP components.The Integrated Communication Interface helps telephony, e-mail, chat, in addition to actual-time monitoring.SOAP stands for Easy Object Entry Protocol.The Built-in Communication Interface (ICI) supports the mixing of non-SAP communication products with SAP components that use communication services. The ICI is intended particularly for scenarios involving a quantity of communication channels, resembling telephony, e-mail, and chat, but it might also be utilized in single-channel scenarios. It permits actions similar to an agent accepting an inbound telephone name, an agent deflecting an inbound chat request, or a supervisor monitoring queues.

The Integrated Communication Interface (ICI) is the interface of the SAP system to the exterior
communication software. Throughout the SAP System the ICI passes the data via the Enterprise
Communication Dealer (BCB) to SAP applications like the CRM IC WebClient or the IC Supervisor Dashboard.Both ICI and BCB are Java parts and run in a J2EE Engine. ICI is utilizing XML based mostly protocols to connect the exterior communication software.

Communication management software program refers to 3rd celebration software merchandise that manage communication channels corresponding to telephone, e-mail, and chat. The Built-in Communications Interface (ICI) permits the communication administration software program to communicate with the IC Web Client.Communication administration software is delivered by various SAP software partners and may need completely different functional scopes (CTI = Pc Telephony Integration, etc.).Licensed communication software program partners may be discovered on the SAP service market (alias /softwarepartner).

The contact push mechanism makes sure that one agent receives just one communication request at a time. In our instance a phone call.In case of a phone name the contact push additionally synchronizes the brokers units (cellphone rings and display screen alters at concurrently).The contact push mechanism may additionally be used to push a mail or a chat request to the agents UI.

Email Comparison

For e-mail communication there are two options:
  1. The contact push as described on the previous slides. Just one communication course of at a time is pushed to the agent and “blinks” on the screen. That is handled by the Built-in Communication Interface (ICI) and the Business Communication Dealer (BCB).
  2. A pull mechanism primarily based on the SAPconnect interface and the agents inbox. Here many mails may be displayed in the agents inbox and the agent actively pulls a mail out of the inbox to process it.In addition to e-mail this course of may deal with fax and letter.
  3. The separation of the 2 eventualities is managed by the e-mail profile within the WebClient customizing

Alert Monitoring

Within the case of SAPconnect the messages which are to be despatched, that are nonetheless in the queue of an external communication system, are displayed for every communication method. You may change the default threshold values that, when exceeded, trigger alerts to be triggered and in this method adapt them to the conditions of your communication environment.The communication setting of SAPconnect and SAPphone is linked to the alert monitor of the Computing Heart Administration System (CCMS). In consequence, monitoring of the exterior elements for exterior communication and for telephony is integrated into the central monitoring panorama of the R/3 System. The instruments available in the CCMS can be utilized for the SAPconnect and SAPphone components.

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