How SourceGas Customer Care is Utilizing SAP BCM to Serve Customers and Manage Performance

Description

The Customer Service and CRM Service SIG would like to invite you to attend this Webcast.

Customer Service and CRM Service
SAP Business Communications Management (BCM) provides an advanced, all-IP communication solution for multi-channel contact centers and contact-intensive, multi-site organizations. It 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. It is a complete VoIP solution integrated into the SAP suite adding many new capabilities including Contact center, CTI, unified communications, reporting and analytics, IVR, Soft Phone, monitoring, deployment, and work flow.
Attend this Webcast to learn how SourceGas implemented and is using BCM.

BCM components in operation:
• CDT & Soft Phone functionality - detailed overview of agent and management utilization
• Online Monitoring - service level performance and interaction recording
• IVR - Menu structure and self-service options
• CTI - interface to SAP CRM (IC Web) and Interaction record data benefits
• ACD - Queue structure, etc.
• Reporting and adaption of reporting database to performance reporting

If you have any questions regarding this Webcast, please contact Gratia Carver at Gratia.Carver@sourcegas.com.

Event Details

Event Contact:	Gratia Carver

Related Documents

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