Get a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data. Then, 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.
A prehandling service automatically collects customer data and sends it to SAP CRM, which allows agents to see customer identification information on the screen as they answer a call.
Until the release of SAP Business Communications Management, professionals involved with implementing SAP CRM interaction center and computer telephony integration (CTI) needed only to worry about the required customizing to consume the data sent by a third-party interactive voice response (IVR) and other communication management software (CMS).
Now with SAP Business Communications Management, SAP provides an end-to-end solution. However, you need to possess know-how for customizing an IVR in areas managed previously by telecom professionals in order to gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS. I describe a step-by-step process to configure an IVR in SAP Business Communications Management to collect customer information and send it to SAP CRM based on information and standards described in SAP Note 707104.