Interaction Center

Forms the foundation of an organization’s collaboration and communication platform, providing: 

1. Easy access to customer profiles, history, and the installed base of purchased products. 
2. Tools to search knowledge bases. 
3. Scripts to guide agents through customer interactions.

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.