Contact Centre Featured Article

August 07, 2012

SAP AG Introduces CRM Rapid-deployment Solution for Citizen Contact Center


SAP (News - Alert) AG recently announced the introduction of the SAP CRM rapid-deployment solution for citizen contact center. The new solution will ensure faster implementation of government multi-channel contact center, which will provide citizens with quality-based customer service while also ensuring optimized management of government organizations.  

In a release, Jens Romaus, senior vice president and global head, Public Services Industry Solutions, SAP, said that, "Governments everywhere are looking for ways to increase efficiency, improve services, and get citizens more engaged. The rapid deployment of citizen contact center with CRM enables our customers to quickly benefit from superior functionality combined with industry best practices. The solution can be deployed quickly for a fixed cost, helping them achieve quick results while minimizing the risks typically associated with a new software project."

The SAP CRM rapid-deployment solution incorporates software, pre-configured content and pre-defined services that have been customized specifically for government multi-channel contact centers. Designed on a cost-effective model and rapid-deployment framework, the new solution includes phone, e-mail, online and chat channels and can be implemented within 12 weeks and less.

Leveraging the SAP CRM rapid-deployment solution, governments will be able to optimize their engagement with citizens, leading to increased efficiency in delivery of services. Based on a shared service model, the solution supports repeat use of core customer relationship management (CRM) capabilities in future projects. The ability of the solution to deliver on increased return on investment (ROI), means it can be utilized in various other sectors as well, which include social services, public security, tax and revenue management, and citizen services and grantor management.

Because the solution incorporates a defined scope supporting predictable costs, enterprises will benefit from full visibility over their deployments. Additionally, SAP Rapid Deployment solutions have also been made available to public sector customers, and span all environments including on premise, cloud, and mobile. This will support faster adoption of new business functionality and solutions used in computing, analytics, and mobility among other such areas.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Brooke Neuman


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