Interaction Center

[45 Matches Found]
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by Rajiv Bali, SAP CRM Consultant, SAP India Pvt. Ltd November 25, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Rajiv Bali shows you how to integrate some of your HR processes with SAP CRM Shared Services Framework, to improve the efficiency and effectiveness of your organization. Learn the required configuration to integrate these two systems.


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by Surya Kuchibotla, SAP CRM Practice Head, Mouritech LLC July 31, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Surya Kuchibotla explains how to integrate loyalty programs, loyalty reward rules, and loyalty member activity with the CRM Web Channel, the CRM WebClient UI, and the Interaction Center WebClient.


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BI/Financials/HR/SAP Professional Journal/SCM – 

Bill Ziska shows you why we make mistakes and what motivates us to do better. In his interactive presentation, get guidance for avoiding mistakes for your sales, marketing, and service teams, and learn how to improve performance.

This presentation is from CRM 2013. For more information about this and our other conference and seminar offerings, visit our Conference and Seminar Website.


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by Praveen Peddibhotla, Principal-Management Consulting Services, Infosys | Raghurama Gurrala, Lead Consultant, Infosys April 30, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Learn from Praveen Peddibhotla and Raghurama Gurrala, both of Infosys, how to get the most from your company’s Installed Base (IBase) design, and gain a better understanding of your customers’ purchases and installations.


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP March 29, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Watch and learn. Don't miss this chance hear Bill Pritchett, Senior Business Process Engineer, Dow Corning Corporation, and John Burton, Director Solution Management, SAP Interaction Center & Social CRM, engage in an in-depth discussion about how to maximize your outbound email campaigns. Learn how to personalize the content for each user when sending outbound email campaigns using SAP CRM marketing, so that contacts get emails that contain their name, title, and other information you want to tailor specifically for each recipient.

This discussion was videotaped at CRM 2013 and is based on their popular CRM hub articles, “Your Mass Emails Can Also be Personal if You Use Marketing Attributes,” and “Provide Better Customer Support with Personalized Email and Chat Responses.”


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP March 18, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Bill Pritchett and John Burton show how to easily create a saved search in WebClient UI and make it available to other groups. Also learn how to transport a predefined saved search from a development system into other environments, and expand the functionality of saved searches. And discover the new functionality that comes with SAP’s new Central Sharing Tool (CST), delivered with SAP CRM 7.0 enhancement package 1.


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP May 29, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 
When you send outbound email campaigns using SAP CRM Marketing, your email message can include hyperlinks to different types of online content. SAP CRM makes it easy to insert a link to a Web site in your mail form, and images that are stored on the Web can be easily embedded in your messages. You can link other types of content, such as iCalendar appointments and video, to email campaigns, but this involves a few extra steps and some creativity.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation May 29, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 
Use marketing attributes to tailor the content of an email campaign for each recipient. This simple but effective method makes your mass emails more personal.

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by Steven Trinh Xuan Dung , Senior Consultant, ecenta APA Ltd. March 2, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn some fundamental techniques for developing custom interactive voice response (IVR) functionalities and see example solutions to three common IVR enhancements when using SAP Business Communications Management.

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by Susana Messias, SAP CRM Consultant, BBKO Consulting July 6, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

Find out how to capture the current date on a specific date type for a business transaction based on a status change. Using this technique, you can capture important process milestones in customer service and other activities. 


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by Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting May 20, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

Step-by-step see how to configure the interactive voice response (IVR) functionality available in SAP Business Communications Management. You can use it to collect customer data. Then, by using computer telephony integration, SAP CRM can automatically identify the customer who is calling. This reduces the average wait and handling times.


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by Glenn Abel, President, Covington Creative, LLC March 11, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

Suppose a client calls a company’s 800 number, and the call routes to the agent assigned to the client’s account. However, the agent has stepped out for lunch and the client receives voice mail. Instead you could use communication-enabled business processes (CEBP). See how it gives agents the ability to identify the status of other agents and based on that information, take appropriate actions, including transferring a call with the business context in real time. 


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by Olivier Lempert, Senior Consultant, ecenta AG January 20, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn in a few steps how to display or hide agents’ phone numbers as they call specific CRM business partners using integration between SAP CRM and SAP Business Communications Management. The changes you need to make involve marketing attributes, a modification of the business partner’s phone number before it reaches the dial pad, and specific routing rules in SAP Business Communications Management and in the gateway.

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by Matthias Galley, Senior SAP CRM Consultant, ecenta America Inc. October 19, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to increase your call center agent’s efficiency by using the event handler table to support the campaign/coupon entry process on the line item level. This little trick speeds up the coupon entry process and makes it more flexible compared to standard functionality. This enhancement reduces the order capturing time and improves the customer experience, leading to higher customer satisfaction.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Frank Bregulla, SAP Germany September 27, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 

Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.


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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Renee Wilhelm, SAP Solution Management, SAP Interaction Center & Social CRM, SAP August 20, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
One of the most common — and most costly — issues facing large organizations today is keeping customer master data accurate and clean. Duplicate customer records and other dirty data produce a fragmented view of the customer and can cost organizations millions of dollars annually. Learn how to enable address validation and duplicate checks in the Interaction Center coupled with SAP BusinessObjects Data Quality Management to avoid creating duplicate and inaccurate customer master data.

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by Tobias Scheele, Senior Consultant and Project Manager, ecenta | Sebastian Angerer, Consulting Manager EMEA, ecenta AG August 16, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
See how you can enable the transfer of call attached data to the interaction record, which allows your agents to easily access call-relevant information. Learn how to reduce call processing time by defaulting input fields with values the telephony environment collects automatically.

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by Glenn Abel, President, Covington Creative, LLC December 8, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
The Employee Interaction Center (EIC) provides unique challenges for implementing screen pop, the automated display of a caller's data on the agent's screen. Learn how to overcome them and achieve efficient call handling in your organization’s HR shared services contact center.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP October 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
In this excerpt from John Burton’s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, learn about interactive scripts and how they can help your agents provide your customers with the best and most consistent customer service experience possible.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP October 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
In this excerpt from John Burton’s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, discover one of the ways that the Rule Modeler can be used within the SAP CRM Interaction Center: to route service tickets to the responsible agent or agent group.

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