Computer Telephony Integration

[13 Matches Found]
 
Quick tips icon
by Steven Trinh Xuan Dung , Senior Consultant, ecenta APA Ltd. October 12, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 
Here are two great basic techniques for SAP Business Communications Management users to employ when implementing Interactive Voice Response enhancements with Python coding.

Article icon
by Steven Trinh Xuan Dung , Senior Consultant, ecenta APA Ltd. March 2, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 

Article icon
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.

Article icon
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.


Article icon
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.

Article icon
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.

Quick tips icon
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.

Article icon
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.

Article icon
by Sumeet Mishra, Senior SAP CRM Consultant, DVR Softek Inc. June 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
See how you can enhance your communication management software integration with Interaction Center to associate a call recording file with the corresponding interaction record in the activity clipboard. With this enhancement, you can play the recording by clicking a link in the activity clipboard.

Article icon
by Venkata Tagirisa, Manager, BearingPoint, Inc. June 3, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
Find out how companies are using different service delivery models — including service contracts and product service letters — to transform their service processes to maximize service revenues. In addition, take a look at service billing using CRM Billing and contract entitlements before and after service is provided.

Article icon
by Boris Dingenouts, Senior SAP CRM Consultant, Exxap | Manuel Dekker, Senior SAP CRM Development Consultant October 15, 2008
BI/Financials/HR/SAP Professional Journal/SCM – 
Walk through a step-by-step example of how to enhance the new CRM WebClient UI. With SAP CRM 2006s and SAP CRM 2007, you do not need programming experience to customize your CRM WebClient UI screens.

Article icon
by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Satit Nuchitsiripattara, Developer, SAP CRM | Yufeng Zhou, Senior Developer, SAP CRM October 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to set up, use, and customize the default Computer Telephony Integration Analytics Live Interactions reports on service level, connection volume, average handling time, average speed of answer, and abandonment rate. These reports provide interaction center managers and supervisors with a snapshot of how well the interaction center is running.

Article icon
by Dan Koloski, Director, Alliance Solutions, Empirix October 15, 2005
BI/Financials/HR/SAP Professional Journal/SCM – 
Desktop load testing is not the same as testing the integration between mySAP Interaction Center (IC) and the computer-telephony interface (CTI). Learn why and what constitutes an effective mySAP IC-CTI approach.