Maximizing Your SAP CRM Interaction Center

28.10.2008

Englisch

9781592291977

Rheinwerk Publishing

SAP PRESS Englisch

Nein

John Burton

463

1

Gebundene Ausgabe

SAP CRM, CRM Interaction center, IC Marketing, IC Service, Multi-Channel Integration, Shared Services Center, Telesales, IC Management, Business Communications Management, Industry

1 Introduction 21 1.1 Terminology 22 1.2 Functions of an Interaction Center 24 1.3 History and Evolution of Interaction Centers 26 1.4 The SAP CRM Interaction Center 39 1.5 Summary 48 2 Computer Telephony Integration (CTI) and Multi-Channel Integration 49 2.1 Telephony 50 2.2 Computer Telephony Integration (CTI 52 2.3 Multi-Channel Integration 60 2.4 SAP's Multi-Channel Integration Strategy 69 2.5 SAP's Multi-Channel Partners 71 2.6 SAP Business Communications Management (BCM 76 2.7 Adding CTI or Multi-Channel Integration to an Existing Project 77 2.8 Summary 79 3 IC User Interface and Technology 81 3.1 Browser Versions and Settings 82 3.2 Interaction Center User Interface 83 3.3 Interaction Record 94 3.4 Getting the Interaction Center Up and Running 97 3.5 Architecture and Technology 108 3.6 Summary 112 4 IC Marketing 115 4.1 Campaigns 116 4.2 Call Lists and Planned Activities 120 4.3 Outbound Dialing 131 4.4 Interactive Scripting 135 4.5 Questionnaire/Survey and Lead Integration 136 4.6 Marketing-Based Product Proposals 142 4.7 SAP Real-Time Offer Management (RTOM) 149 4.8 Summary 150 5 IC Sales 153 5.1 Leads and Opportunities 155 5.2 Searching for Products 157 5.3 IC Sales Transactions 166 5.4 Configurable Products 176 5.5 Product Proposals 178 5.6 Available-to-Promise (ATP) and Pricing 180 5.7 Summary 181 6 IC Service 183 6.1 About Help Desks 184 6.2 Information Help Desk 184 6.3 Service Order Management 204 6.4 Service Desk (for External Customers 208 6.5 Complaint Management 212 6.6 Case Management 216 6.7 A Few Words About Self Service 219 6.8 Summary 220 7 IC Management and Analytics 221 7.1 Monitoring Operations 224 7.2 Managing Operations 233 7.3 Knowledge Management 242 7.4 Process Modeling 250 7.5 Reports 254 7.6 Dashboards 259 7.7 Summary 260 8 Interactive Scripting 263 8.1 Interactive Script Editor 264 8.2 Launching Interactive Scripts in the Interaction Center 275 8.3 Using Interactive Scripts in the Interaction Center 285 8.4 Summary 293 9 Rule Modeler and Category Modeler 295 9.1 Rule Modeler 296 9.2 E-Mail Response Management System (ERMS 299 9.3 Order Routing (Ticket Dispatching/Escalation 312 9.4 Intent-Driven Interaction (IDI) 315 9.5 Category Modeler 324 9.6 Summary 334 10 Back-Office Interaction Centers for Industries and Shared Services 337 10.1 Shared Service Centers 338 10.2 Industry Solutions 354 10.3 Summary 364 11 Partnerships and Certifications 367 11.1 Types of SAP Partnerships and Certifications 368 11.2 Contact Center Infrastructure Partners 373 11.3 Workforce Optimization Partners 376 11.4 Systems Integration/Consulting Partners 378 11.5 Summary 383 12 Frequently Asked Questions 385 12.1 User Interface and Framework Questions 385 12.2 Migration/Upgrade Questions 389 12.3 Performance and Benchmarking Questions 392 12.4 CTI Questions 394 12.5 ITIL and IT Service Desk Questions 398 12.6 Workforce Management (WFM) Questions 399 12.7 "Which One Should We Choose" Questions 401 12.8 Bonus: Top 20 SAP Notes for the Interaction Center 409 12.9 Summary 410 13 Conclusion 413 13.1 Real Customers, Real (Short) Stories 413 13.2 A Case Study: Portugal Telecom 421 13.3 SAP Future Roadmap and Strategy 428 13.4 Thank You 436 A SAP Partners 439 A.1 Avaya 439 A.2 Axon Consulting 442 A.3 ecenta 443 A.4 enapsys 445 A.5 EoZen 447 A.6 Genesys 448 A.7 MindTree 449 B The Author 453

229 mm

17.5 cm