This article will update you on the necessary information to be able to accurately configure an IVR in SAP Business Communications Management dealing with customer information.
Online PR News – 04-June-2011 – – CRM Expert Posts New Article — “Collect Precise Business Partner Information With IVR”.
Dedham, Massachusetts – June 1, 2011
SAPexperts announces a new article, “Collect Precise Business Partner Information With IVR.” Posted to their CRM Expert knowledgebase.
This article creates a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data.By using computer telephony integration, SAP CRM can automatically identify a customer who is calling, which reduces the average wait and handling times and improves the customer’s experience when contacting an interaction center.
With the SAP Business Communications Management, SAP provides an end-to-end solution. Yet specific knowledge is needed in order to properly gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS. Bob Croce, product director of SAPexperts comments, “This article will update you on the necessary information to be able to accurately configure an IVR in SAP Business Communications Management dealing with customer information.”
The article is written by Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting. The article abstract is located at: http://www.crmexpertonline.com/article.cfm?id=5812
About the Authors:
Heber Olivar Silva is an SAP CRM/BCM Consultant and VoIP technology specialist who has been working with telephony systems, voice-over IP, and contact center solutions since 2001, and SAP CRM and SAP Business Communications Management since 2009.
SAPexperts consist of nine online knowledgebases produced by WIS Publishing – the leading independent provider of publications and educational events focused on SAP technology. The nine SAPexperts knowledgbases consist of Financials Expert, BI Expert, SCM Expert, HR Expert, CRM Expert, GRC Expert, Solution Manager Expert, Project Expert, as well as SAP Professional Journal. Access to the SAPexperts knowledgebases is obtained on an annual subscription basis. More information can be found at www.sapexperts.com.
About WIS Publishing
WIS Publishing is the premier independent provider of SAP training materials, with more than 250,000 customers in 61 countries. WIS Publishing is the publisher of SAPinsider, insiderPROFILES, and the SAPexperts publications, and is the producer of the SAPinsider conferences and the Insider Learning Network. For more information, visit http://www.insiderlearningnetwork.com.
SAP is a registered trademark of SAP AG in Germany and several other countries. WIS Publishing is not affiliated with SAP AG or any of the SAP AG group of companies.
Marketing Director, SAPexperts
Wellesley Information Services
20 Carematrix Drive
Dedham, MA 02026
Phone: (781) 751-8668