The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides.
An example of giving contract center agents access to all of the information they need to be more responsive to customer inquiries comes from the announcement that Phoenix, AZ-based Enghouse Interactive (EI) has achieved certified integration for its CRM Connecter 1.0 solution with SAP® CRM 7.0 EHP1.
The CRM Connector 1.0 is part of the comprehensive portfolio of Enghouse which includes contact center, attendant console, IVR, dialers and call recording solutions that support any telephony environment, on premise or in the cloud.
Seamless integration
The Enghouse Interactive CRM Connecter 1.0 snaps right into SAP CRM infrastructure. As Enghouse explains, it provides contact center agents using Enghouse Interactive contact center solutions, such as Enghouse Interactive Communications Center (EICC), with a 360-degree view of a customer’s history and critical data. This enables agents to be more responsive as they have the information they need all from a single user interface. “Armed with this information, service teams can personalize their engagement with each customer, respond more precisely to their respective inquiries and resolve issues during a single interaction,” notes Enghouse.
"We are delighted to announce the successful achievement of SAP certification for EI CRM Connecter 1.0," said Enghouse Interactive Vice President of Product Management, John Cray. "The ability of CRM Connecter to leverage the business potential of assets provided by solutions from SAP and other vendors will prove highly beneficial to current and future customer engagements."
The value provided via the certified integration comes from the EI CRM Connecter 1.0 ability to seamless exchange of critical customer data with instances of SAP Business Suite software. The combined capabilities can be used to enhance outbound dialing initiatives, and augment the ability to resolve customer issues with expedience and efficiency on the inbound side of things.
In addition, to the certification announcement, Enghouse Interactive also revealed that it has joined the SAP PartnerEdge program as an SAP software solution and technology partner.