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by Elaina M. Herber, Sr. Manager Business Development — CTI Practice, ecenta America, Inc. March 1, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
Achieve cost savings and increased customer service efficiency with self-service scenarios in the SAP Business Communications Management (SAP BCM) Interactive Voice Response System (IVR). Learn how it can help your customers quickly check account balances, activate or deactivate accounts, and make a payment. Self-service scenarios also help you reallocate and refocus your customer service agents on more high-priority tasks that require human intervention.