SAP Contact Center is an IP-based communication solution that unifies all contact channels of your business communication into one uniform platform.
80% of all companies see customer satisfaction as the ultimate strategic goal - but only 20% of all companies believe they are doing a good job in this area. SAP Contact Center is a solution to help you increase customer satisfaction measurably.
With SAP Contact Center you can reduce response and reaction times significantly, decrease average handling times for different processes, and thus substantially increase customer satisfaction. SAP Contact Center is an IP-based communication solution that unifies all contact channels of your business communication into one uniform platform. Instead of individual dedicated systems for call, email, fax, chat routing, voice recording, IVR, and outbound dialing.SAP Contact Center offers a central platform. This platform is suited for building and operating distributed virtual contact centers across locations and unifies the above mentioned functions in a single system.
In addition, extensive reporting and online-monitoring functions let you control your contact center centrally across functions and locations. The integration of small locations or home and remote workplaces featuring the full scope of functions can be guaranteed.
Do you think that there is room for improvement regarding your call or contact center and customer satisfaction? Just contact us. We will support you on all issues regarding call and contact centers.
SAP Contact Center standard online monitoring modules provides capabilities to monitor Service level, queue, agents and contact statistics. The standard application enables businesses to gather and analyze data information about their contact center operations. Such metrics can help companies to make better business decisions, such as re-assigning agents to different queues, to understand KPI’s such as first-call-resolution or average-handling-time, to identify training needs, etc.
Although well-featured in the current release, the standard application has its limitations. The application layout cannot be changed according to the user’s preference, auto refresh is not available on all screens, and queue / agent information cannot be displayed on the same screen. These limitations can be addressed by using ECENTA’s Online Monitoring Tool (OLM) in conjunction with SAP Contact Center standard online monitoring.