Forms the foundation of an organization’s collaboration and communication platform, providing:
Because these tools are so easy-to-use, agents no longer need extensive training on multiple systems, complex products, or intricate marketing campaigns. The interaction center handles inbound and outbound communication over multiple channels, including telephone, e-mail, fax, voice over Internet protocol (VoIP), text chat, and mobile devices. Powerful analytical capabilities and real-time monitors ensure that companies meet service levels and properly allocate resources.
The interaction center is integrated with SAP and non-SAP systems so that agents can qualify leads, enter orders, cross-sell and up-sell, execute marketing campaigns, process service requests, manage cases, offer appropriate resolutions, and process complaints -- all from a single desktop application. These capabilities make it a solid platform for a variety of business scenarios, including service, telesales, telemarketing, knowledge management, and customer analytics.