IVR Systems Help to Collect Precise Business Partner Information
June 07, 2011
By Rajani Baburajan, TMCnet Contributor
IVR systems have proven to help businesses streamline their sales initiatives and improve customer service operations. The recent research from SAPexperts helps to shed more light on how exactly IVR systems go about serving these vital operational purposes.
The research provides detailed, step-by-step information to accurately configure an interactive voice response (IVR) in SAP (News - Alert) Business Communications Management dealing with customer information. Titled, “Collect Precise Business Partner Information with IVR,” the write up of the research explores how IVR systems can help businesses retrieve and analyze customer data.
By using computer telephony integration, SAP CRM can automatically identify a customer who is calling. This, according to SAPexperts, reduces the average wait and handling times and improves the customer’s experience when contacting an interaction center.
With the SAP Business Communications Management, SAP provides an end-to-end solution. However, specific knowledge is required to properly gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS.
“This article will update you on the necessary information to be able to accurately configure an IVR in SAP Business Communications Management dealing with customer information,” said Bob Croce, product director of SAPexperts, in a statement.
Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting, is the author of this research. Silva has been working with telephony systems, Voice over Internet Protocol (VoIP), and contact center solutions since 2001, and SAP CRM and SAP Business Communications Management since 2009.
Read more here about how IVR systems are assisting daily business processes and operational efficiency including major security concerns in a recent article from TMC’s (News - Alert) David Sims.
The abstract of SAP’s research is available at: http://www.crmexpertonline.com/article.cfm?id=5812 .
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Juliana Kenny