The Voxtron Communication Center for CRM systems from SAP

Pro­fes­sional Arti­cle

A call cen­ter should quickly con­nect cus­tomers to the right peo­ple, enabling effec­tive com­mu­ni­ca­tion between a com­pany and its cus­tomers. The Vox­tron Com­mu­ni­ca­tion Cen­ter is cer­ti­fied for use with the SAP CRM sys­tem and can be con­nected via the SAP ICI inter­face. This enables a stan­dard­ized con­nec­tion for fast, effec­tive cus­tomer care.

What should a con­tact cen­ter do?

Good com­mu­ni­ca­tion with cus­tomers is piv­otal for all com­pa­nies. When a cus­tomer calls, the right con­tact per­son should be avail­able – and have the required infor­ma­tion and data at his fin­ger­tips.

In the dig­i­tal world, cus­tomer data are man­aged in a cus­tomer rela­tion­ship man­age­ment (CRM) sys­tem. CRM sys­tems by soft­ware man­u­fac­turer SAP are widely used in areas such as com­merce, mar­ket­ing, sales and cus­tomer ser­vice. Dif­fer­ent com­mu­ni­ca­tion chan­nels are con­nected via an addi­tional con­tact cen­ter which processes and for­wards tele­phone calls and also e-​mails, faxes, let­ters and web chats.

How the con­nec­tion works

The SAP CRM sys­tem allows com­pa­nies to con­nect con­tact cen­ter soft­ware from var­i­ous sup­pli­ers. So they can select the con­tact cen­ter solu­tion which is best suited to their needs and bud­get.

The sys­tems are con­nected via the SAP-​defined ICI inter­face. Con­tact cen­ter man­u­fac­tur­ers can have their prod­ucts cer­ti­fied for this inter­face. ICI stands for Inte­grated Com­mu­ni­ca­tion Inter­face and is used to link the dif­fer­ent com­mu­ni­ca­tion chan­nels with SAP CRM. The SAP CRM web client then replaces the con­tact cen­ter client, so that only the SAP client is used for oper­a­tion.

The Vox­tron Com­mu­ni­ca­tion Cen­ter is cer­ti­fied for the ICI inter­face. The mod­u­lar soft­ware can be eas­ily and flex­i­bly imple­mented exactly in accor­dance with a company’s require­ments, as can sub­se­quent adap­ta­tions and enhance­ments. This ver­sa­til­ity makes the Vox­tron Com­mu­ni­ca­tion Cen­ter per­fect for agile, grow­ing com­pa­nies.

Oppor­tu­ni­ties offered by the Vox­tron Com­mu­ni­ca­tion Cen­ter

A mod­ern con­tact cen­ter must be able to cope with the mul­ti­ple com­mu­ni­ca­tion chan­nels between a com­pany and its cus­tomers. These include phone, email and fax – and even web chats. A con­tact cen­ter also needs to be able to process tra­di­tional let­ters.

The Vox­tron Com­mu­ni­ca­tion Cen­ter processes incom­ing con­tacts received via the dif­fer­ent com­mu­ni­ca­tion chan­nels and for­wards each call, email, fax or let­ter to the right con­tact per­son. A cus­tomer can be iden­ti­fied in var­i­ous ways:

  • The cus­tomer can be iden­ti­fied from his phone num­ber or email address. The sys­tem uses rout­ing rules to assign the cus­tomer to the most suit­able con­tact per­son auto­mat­i­cally.
  • If a cus­tomer is not stored in the sys­tem, he can be assigned by request­ing addi­tional infor­ma­tion (e.g. an order num­ber).
  • The sys­tem for­wards a webchat enquiry to the right con­tact per­son based on the sub­ject mat­ter.
  • Doc­u­ments from other sys­tems can be dis­trib­uted via the con­tact cen­ter with­out hav­ing to be trans­ferred to the con­tact cen­ter. Only meta data are trans­ferred when rout­ing doc­u­ments; the con­tact cen­ter then uses these data to assign the doc­u­ments to the cor­rect employee. The prin­ci­pal sys­tem is then used to process the doc­u­ments.

Func­tions can be flex­i­bly adapted to cus­tomers’ require­ments.

Report­ing and mon­i­tor­ing are key func­tions

In addi­tion to the rout­ing func­tions offered by a con­tact cen­ter, mon­i­tor­ing for con­trol pur­poses and also his­tor­i­cal analy­ses play a key role, too. The Vox­tron Com­mu­ni­ca­tion Cen­ter offers the ideal solu­tion for both sce­nar­ios:

  • His­tor­i­cal report­ing is used to obtain var­i­ous indi­ca­tors on e.g. avail­abil­ity, ser­vice level or employee capac­ity uti­liza­tion. These can be used for HR plan­ning, and also for ascer­tain­ing the qual­ity of the ser­vice offered.
  • Real-​time mon­i­tor­ing allows bot­tle­necks to be iden­ti­fied in real time. Para­me­ters are con­stantly updated, enabling direct inter­ven­tion in ongo­ing processes. Incom­ing com­mu­ni­ca­tions can then be for­warded to addi­tional employ­ees where required.

A detailed con­sul­ta­tion is advis­able to ascer­tain which con­tact cen­ter and which size of con­tact cen­ter will best meet a company’s require­ments. As a com­pe­tent, expe­ri­enced part­ner, IP Dynam­ics is your ideal choice here.

More infor­ma­tion: Our Con­tact Cen­ter Prod­ucts