SAP Business Communication Management (SAP BCM)

SAP Business Communication Management (SAP BCM) is the multichannel complex platform of communications on the basis of the IP telephony.

Description

As a part of the platform of the application for the organization of professional call center and office telephony which is provided to telemarketing specialists, agents of call center, employees of a support service, employees of a back office, mobile specialists and also their heads.

The solution represents a software package on a technology basis of the IP telephony. SAP BCM integrates in itself all modern communication channels, such as phone, fax, SMS, WWW, e-mail, mobile devices, voice mail, turning them into a communication channel, uniform for the enterprise, with the client.

Routing of the entering addresses on the basis of customer needs

SAP Business Communication Management implements complex support of Call centers, especially, if such Centers are in different departments and service several entering communication channels. Intellectual routing based on the configured rules allows clients to come into contact with specialists who can resolve the arisen issue best of all. This solution equally distributes and puts in queue all addresses, including phone calls, e-mails, facsimile and text messages, messages of voice mail and the address via the Websites.

Centralization of outgoing marketing campaigns

The SAP solution Business Communication Management helps to control better processes of telemarketing and facilitates the procedure of their adjustment as required. This solution integrates the separated and dispersed transactions of telesales in a single network that minimizes accomplishment of unproductive tasks.

Management of communications in the company

Being worldwide, users can be connected and get access to the solution from any computer connected in network. For this purpose it is possible to use, and the standard office automatic telephone exchanges released third-party producers, both home, and mobile phones. Management of expanded functions, access to which is made from these devices, is implemented by means of the local computer connected to the Internet on which a program telephone is installed. The SAP solution Business Communication Management provides including the integrated platform for telephony in the enterprise (office).

Adding of functions of a reporting preparation and IVR

Function of a reporting preparation online allows to control and manage all communications in real time. It allows to configure flexibly the business processes supporting communication proceeding from the current statistics of their use.

Function of the interactive voice answer (IVR) allows to respond to the requests of clients and to collect information for intellectual routing of addresses in call center. Clients can select different options of actions by means of tone set, to receive and leave information, or their call can be readdressed to the relevant employee of service of service.

Advantages

• Lack of the expensive equipment (automatic telephone exchange) and the selected telephone infrastructure (wires);
• Decrease in total cost of ownership thanks to minimization of investments into hardware to both more target and flexible use of the software;
• The predicted costs for development and support of the solution. The absence is unpredictable the arising expenses on repairs, updates and additional components;
• Linear scaling of the solution;
• Increase in efficiency of sales and service of the organization for different communication channels;
• Improvement of coordination of resources for carrying out marketing programs, sales and service;
• Increase in satisfaction and customer loyalty thanks to decrease in time of reaction and improvement of service in general;
• Expense reduction on installation, integration and maintenance thanks to seamless integration with the SAP solution Customer Relationship Management.