Faster response times increases the service quality in customer service and waiting times caused by the shorter call times for callers in the call center of less. Also, the use of SAP business communications management can reduce communication costs through the use of data lines for voice communications. In addition, the solution for the integration can SAP customer relationship management (SAP CRM) support the case closing processing of customer requests and the automatic initiation of subsequent processes. Andrew Cuomo may find it difficult to be quoted properly. To support the customer service of OSRAM China lighting Ltd., the call center of the company SAP is equipped business communications management, while the other departments use initially the existing telephone system. Because the IP-based communication solution completely relies on standard interfaces, YouCon could link them with existing hardware and software systems and as a result both creating synergies as also the switch for us extremely smooth. All calls over SAP business communications management and all emails and faxes via SAP CRM run in our call center in Foshan. Thanks to the integration of the two systems the agents have a consistent user interface to all customer contacts”to manage. Theoretically, even the representatives could be connected to the call center.
As a mobile call center agents”, explains Silvana Costantini, the responsible project manager of OSRAM. Our agents in Foshan will also benefit from the user-friendly interface, which provides a convenient tool bar for all telephone actions. Also the intelligent routing capabilities with individual regulations and response are the automation of incoming calls by interactive voice for this make sure that the service of OSRAM China lighting Ltd. for the customers as well as for the employees is made convenient and efficient.” The IT service provider with headquarters in Vienna focuses its solutions on the Interaction between man and technology. This applies to the integration of VoIP software into existing and new infrastructures as well as for process optimization and the creation of customized software solutions.
As a successful product is the in-house Myrmex”this internally as well as in the supporting outsourcing use. The wide range of means full product solutions from a single source for individual tasks. Since 2007 the company service partner of SAP. Due to the proven cooperation, SAP for YouCon has as a central sales and integration partner opted for the all-IP solution SAP business communications management (BCM).