If there is one thing to notice about today’s contact center industry, it’s that almost everyone provides the same core functionalities: IVR, call recording, agent support and skills-based routing are all requirements just to stay competitive. So how do contact center providers set themselves apart? What makes them different from every other competitor?
At this year’s Call Center Week in Las Vegas, I got to speak with Dan Arengo, director of Solutions Management at SAP; Tim Osborn, account executive at Covington Creative; and Andy Powers, strategic alliances manager at itelligence, about today’s contact center. I learned how SAP provides a comprehensive contact center solution, and how SAP Business Communications Management enables effective communications across business processes.
In the video below, you can clearly see the difference contact center solutions can make in the customer experience.
SAP Differentiators for SAP Business Communications Management
SAP Business Communications Management (BCM) provides a multichannel contact center solution that integrates natively with SAP CRM, providing a unified desktop so agents can handle all customer interactions using a single user interface. It provides a VoIP and software-based contact center suite that offers multichannel inbound and outbound communication tools, IVR capabilities and call recording functionality. What’s important about this solution is that it easily integrates natively with virtually any CRM application, including Salesforce.com, and it enables managers and agents to get the insight and tools they need to manage operations effectively in a single interface, therefore improving the overall customer experience.
SAP Business Communications Management drives end-to-end, integrated business processes, allowing agents to focus on providing an outstanding customer experience, rather than how to navigate the next screen. SAP BCM is able to integrate with virtually any CRM application, including Salesforce.com. Consolidated administration, management, and control give contact center supervisors the tools and insight they need to manage operations effectively.
Partnering for Success
Covington Creative focuses on the contact center space exclusively, and is an SAP-authorized Business Communications Management implementation partner. Covington Creative provides on-premises and cloud solutions that enable enterprises to deliver exceptional customer service in the contact center. As recognized leaders in Computer Telephony Integration and multi-channel communications, Covington Creative assists SAP customers in all aspects of the implementation lifecycle, including project preparation, business blueprint, realization and final preparation to go live and support.
A gold-level SAP channel partner and reseller, itelligence helps businesses maximize their SAP solutions and reduce their total cost of ownership. As an SAP global services, hosting and application managed services partner, itelligence is accredited by the SAP Active Quality Management organization for demonstrating quality standards and processes.
Together, itelligence and Covington Creative deliver measureable results for contact centers, including increased first contact resolution, better customer service scores, and lower abandonment rates. The two companies recently announced their partnership under the SAP Extended Business Member Program to help organizations improve customer service, utilize contact center operations in real-time and lower total cost of ownership.
“By teaming up with Covington Creative through SAP’s Extend Business Member Program, our customers will benefit from the specialized contact center expertise of a trusted, highly-skilled partner,” said Steve Niesman, president and CEO of itelligence U.S., in a statement. “As a recognized expert in SAP Business Communications Management, Covington will help our customers realize immediate results in their contact centers to effectively address their unique short- and long-term customer service and satisfaction objectives.”