Maximizing Your SAP CRM Interaction Center

John Burton (Autor)

Buch | Hardcover

463 Seiten

2008
SAP Press (Verlag)
978-1-59229-197-7 (ISBN)

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This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center. You'll discover what the SAP CRM Interaction Center is, and learn how to maximize it through customization and enhancement. Each chapter describes specific functions, explains why they are useful, and then demonstrates how to use and customize them. Topics covered include Computer Telephony Integration and Multi-Channel Integration, the different types of Interaction Centers, IC Marketing, IC Service, Shared Services Center, Telesales, and much more. You'll also learn about customer success stories and SAP's current and future plans. This book is up to date for CRM 2007, but also provides useful information for all versions of the IC, including tips and suggestions on why it is beneficial to upgrade. Whether you're a newcomer to SAP CRM and need an introduction to the Interaction Center, or you're a current SAP CRM IC user who wants to know what's new and find out how to customize your options, this book will give you the answers you need.

John Burton (Palo Alto, CA) has been involved with CRM at SAP since 1999. He is currently a Product Manager for SAP for the CRM Interaction Center. He has written numerous articles for CRMExpert and is the editor for the SAP-internal IC Newsletter. Burton attends the annual ASUG/SAPPHIRE conferences, SAP Field Kick-Off meetings, and SAP CRM Insider Events.

1 ... Introduction ... 21 ... 1.1 ... Terminology ... 22 ... 1.2 ... Functions of an Interaction Center ... 24 ... 1.3 ... History and Evolution of Interaction Centers ... 26 ... 1.4 ... The SAP CRM Interaction Center ... 39 ... 1.5 ... Summary ... 48 2 ... Computer Telephony Integration (CTI) and Multi-Channel Integration ... 49 ... 2.1 ... Telephony ... 50 ... 2.2 ... Computer Telephony Integration (CTI ... 52 ... 2.3 ... Multi-Channel Integration ... 60 ... 2.4 ... SAP's Multi-Channel Integration Strategy ... 69 ... 2.5 ... SAP's Multi-Channel Partners ... 71 ... 2.6 ... SAP Business Communications Management (BCM ... 76 ... 2.7 ... Adding CTI or Multi-Channel Integration to an Existing Project ... 77 ... 2.8 ... Summary ... 79 3 ... IC User Interface and Technology ... 81 ... 3.1 ... Browser Versions and Settings ... 82 ... 3.2 ... Interaction Center User Interface ... 83 ... 3.3 ... Interaction Record ... 94 ... 3.4 ... Getting the Interaction Center Up and Running ... 97 ... 3.5 ... Architecture and Technology ... 108 ... 3.6 ... Summary ... 112 4 ... IC Marketing ... 115 ... 4.1 ... Campaigns ... 116 ... 4.2 ... Call Lists and Planned Activities ... 120 ... 4.3 ... Outbound Dialing ... 131 ... 4.4 ... Interactive Scripting ... 135 ... 4.5 ... Questionnaire/Survey and Lead Integration ... 136 ... 4.6 ... Marketing-Based Product Proposals ... 142 ... 4.7 ... SAP Real-Time Offer Management (RTOM) ... 149 ... 4.8 ... Summary ... 150 5 ... IC Sales ... 153 ... 5.1 ... Leads and Opportunities ... 155 ... 5.2 ... Searching for Products ... 157 ... 5.3 ... IC Sales Transactions ... 166 ... 5.4 ... Configurable Products ... 176 ... 5.5 ... Product Proposals ... 178 ... 5.6 ... Available-to-Promise (ATP) and Pricing ... 180 ... 5.7 ... Summary ... 181 6 ... IC Service ... 183 ... 6.1 ... About Help Desks ... 184 ... 6.2 ... Information Help Desk ... 184 ... 6.3 ... Service Order Management ... 204 ... 6.4 ... Service Desk (for External Customers ... 208 ... 6.5 ... Complaint Management ... 212 ... 6.6 ... Case Management ... 216 ... 6.7 ... A Few Words About Self Service ... 219 ... 6.8 ... Summary ... 220 7 ... IC Management and Analytics ... 221 ... 7.1 ... Monitoring Operations ... 224 ... 7.2 ... Managing Operations ... 233 ... 7.3 ... Knowledge Management ... 242 ... 7.4 ... Process Modeling ... 250 ... 7.5 ... Reports ... 254 ... 7.6 ... Dashboards ... 259 ... 7.7 ... Summary ... 260 8 ... Interactive Scripting ... 263 ... 8.1 ... Interactive Script Editor ... 264 ... 8.2 ... Launching Interactive Scripts in the Interaction Center ... 275 ... 8.3 ... Using Interactive Scripts in the Interaction Center ... 285 ... 8.4 ... Summary ... 293 9 ... Rule Modeler and Category Modeler ... 295 ... 9.1 ... Rule Modeler ... 296 ... 9.2 ... E-Mail Response Management System (ERMS ... 299 ... 9.3 ... Order Routing (Ticket Dispatching/Escalation ... 312 ... 9.4 ... Intent-Driven Interaction (IDI) ... 315 ... 9.5 ... Category Modeler ... 324 ... 9.6 ... Summary ... 334 10 ... Back-Office Interaction Centers for Industries and Shared Services ... 337 ... 10.1 ... Shared Service Centers ... 338 ... 10.2 ... Industry Solutions ... 354 ... 10.3 ... Summary ... 364 11 ... Partnerships and Certifications ... 367 ... 11.1 ... Types of SAP Partnerships and Certifications ... 368 ... 11.2 ... Contact Center Infrastructure Partners ... 373 ... 11.3 ... Workforce Optimization Partners ... 376 ... 11.4 ... Systems Integration/Consulting Partners ... 378 ... 11.5 ... Summary ... 383 12 ... Frequently Asked Questions ... 385 ... 12.1 ... User Interface and Framework Questions ... 385 ... 12.2 ... Migration/Upgrade Questions ... 389 ... 12.3 ... Performance and Benchmarking Questions ... 392 ... 12.4 ... CTI Questions ... 394 ... 12.5 ... ITIL and IT Service Desk Questions ... 398 ... 12.6 ... Workforce Management (WFM) Questions ... 399 ... 12.7 ... "Which One Should We Choose" Questions ... 401 ... 12.8 ... Bonus: Top 20 SAP Notes for the Interaction Center ... 409 ... 12.9 ... Summary ... 410 13 ... Conclusion ... 413 ... 13.1 ... Real Customers, Real (Short) Stories ... 413 ... 13.2 ... A Case Study: Portugal Telecom ... 421 ... 13.3 ... SAP Future Roadmap and Strategy ... 428 ... 13.4 ... Thank You ... 436 A ... SAP Partners ... 439 ... A.1 ... Avaya ... 439 ... A.2 ... Axon Consulting ... 442 ... A.3 ... ecenta ... 443 ... A.4 ... enapsys ... 445 ... A.5 ... EoZen ... 447 ... A.6 ... Genesys ... 448 ... A.7 ... MindTree ... 449 B ... The Author ... 453

Erscheint lt. Verlag	1.12.2008
Reihe/Serie	SAP Press
Verlagsort	Maryland
Sprache	englisch
Maße	175 x 229 mm
Einbandart	gebunden
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Informatik ► Weitere Themen ► SAP
	Wirtschaft ► Betriebswirtschaft / Management
Schlagworte	Customer Relationship Management (CRM) • SAP CRM
ISBN-10	1-59229-197-X / 159229197X
ISBN-13	978-1-59229-197-7 / 9781592291977
Zustand	Neuware