SAP Business Communications Management
SAP Business Communications Management software provides an advanced, all-IP
communication solution for multichannel contact centers and contact-intensive,
multi-site organizations.
Differentiate Your Company with Great Customer Service
SAP Business Communications Management software replaces traditional communications systems hardware with a software-based IP telephony solution that can help make your staff's interactions with customers and partners more effective. Intelligent routing can help ensure that customers reach the right people within your organization, enabling you to fully leverage the expertise of your staff to deliver a smooth, consistent experience and fulfill customer expectations.
Learn more about SAP Business Communications Management.
Features
- A single or multi-site inbound or outbound contact center to respond to customer inquiries
- Full access and control for agents over communications functions via Web-based tools
- Real-time monitoring, reporting, and quality analysis functions for managers
- All-IP foundation for communication-enabled business processes across the enterprise
- Interactive voice response (IVR) provides automatic voice response to customer inquiries or gathers information for intelligent routing of inquiries
Benefits
- Manage your organizational resources across functions and locations
- Better leverage your organizational know-how
- Give your customers a smooth, consistent experience across all avenues of contact, including voice, e-mail, chat, text messaging, and fax
- Reduce your total cost of ownership
SAP White paper: Creating Business Value with Communication-enabled CRM Processes (PDF)
An SAP Business Communications Management system is comprised of Windows servers running Microsoft SQL, Microsoft Internet Information Server (IIS) and SAP Business Communications Management, soft phone (PC), IP desk phone and mobile phone user terminals, voice gateways carrying external calls to and from the SAP Business Communications Management system to the public switched telephone network (PSTN) and Ethernet/IP networks interconnecting the servers, gateways and user terminals.
Hardware and Third Party Software
The SAP Business Communications Management software uses Microsoft IIS 6.0 and Microsoft SQL Server 2005 on industry standard
x86 based server hardware, such as HP ProLiant ML, DL and BL Servers. Supported operating
system for servers is Microsoft Windows Server 2003.
Optionally, additional third party hardware and software can be used together with SAP Business Communications Management, for example:
- Fax server for fax to e-mail conversion or vice versa
- SMS Gateway for SMS to e-mail conversion or vice versa
- Sytel outbound predictive dialer soft-plug-in
- 3rd party reporting, analysis and data mining tools
- SNMP network management system (server monitoring)
- Clustering solutions for database redundancy
- Storage Area Network (SAN) for high availability data centers
On the client side (user workstations), Windows XP Professional with default or classic themes and Microsoft Internet Explorer 6.0, 7.0 or 8.0 - Windows Vista and Microsoft Internet Explorer 7.0 or 8.0 - Internet Explorer 8.0 requires SP 7 or later. 100 Base-T and/or 1000 Base T switched networks are recommended.
- Click on the button “Request a Quote”.
- Take a few minutes to answer a short online questionnaire about your business needs.
- After you submit your request for quotation an SAP solution expert will contact you within two working days (North America only).
For more information about personalized quotes:
SAP White paper: Creating Business Value with Communication-enabled CRM Processes (PDF)
