A key area of process optimization for any contact center is their multi-channel communications strategy. Providing customers with the ability to connect using their medium of choice, whether it be voice, e-mail, fax, chat, messaging, etc. is an important way to tell them you value your relationship with them.
Multi-Channel Communications Management
We have experience with most SAP-enabled communication management systems including those from Avaya, Genesys, Cisco, and Nortel to name a few.
We are also skilled with the implementation of 3rd party communication middleware products interfacing into SAP through the SAPphone, Integrated Communications Interface (ICI), or SAPConnect interfaces.
Whatever your scenario, we have the experience and expertise to help you make the most of:
- Computer Telephony Integration for Voice Channel
- Email Response Management System (ERMS)
- Chat
- Presence
- Call Flow Optimization
- IVR integration with SAP data for routing or customer self-service
- Routing and Categorization
- Screen Pop and Transfer
- Inbound, Outbound, and Blended scenarios
- Dialer Integration
Our unique CARE Methodology ensures that your communications management strategy will not be driven by technology, but rather the technology will enable and implement the strategic business processes of your contact center.
Contact us today for a free consultation!
Troubleshooting Existing Environments
Keeping a multi-channel enabled SAP IC environment stable can be a challenge, especially if the system was implemented by an inexperienced team or if best practices were not followed. It can be difficult to determine whether issues are the responsibility of SAP, the Communication vendor, networking, the IT team, or the voice infrastructure team.
Having issues with failed screen pops, missing data on transfers, IC Web Client lockups? Our team has seen it all, and can come onsite to help diagnose the issue, work with the relevant parties, and help achieve resolution.