Interactive Voice Response System

[8 Matches Found]
 
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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.

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

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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 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 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 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.

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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.

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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.