June 07, 2011
Collecting More Precise Customer and Partner Data with IVR
By Anuradha Shukla, TMCnet Contributor
A newly released publication “Collect Precise Business Partner Information With IVR,” informs about the required details that can help users to accurately configure an IVR in SAP (News - Alert) Business Communications Management dealing with customer information.
According to WIS Publishing , this article creates a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data.
SAP CRM leverages computer telephony integration to automatically identify a customer who is calling.
This ability not only reduces the average wait and handling times but also improves the customer’s experience when contacting an interaction center.
“Collect Precise Business Partner Information With IVR,” is written by Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting.
Silva has been working with telephony systems, voice-over IP, and contact center solutions since 2001, and SAP CRM and SAP Business Communications Management since 2009.
Those interested to read the article abstract can read it here.
“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, which consist of nine online knowledgebases produced by WIS Publishing.
WIS Publishing further notes that although SAP provides an end-to-end solution with the SAP Business Communications Management specific knowledge is needed in order to properly gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS.
Read a related article at TMCnet “SAP and Sybase (News - Alert) Boost Mobile Worker Productivity in Key Industries with Release of New Real-Time Enterprise Mobility Apps.”
Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny
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