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