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PolskiSAP Contact Center combines voice and data traffic with information systems and databases to produce a centrally-managed system that allows unified queuing, prioritizing and routing of all contacts – telephone, mobile, e-mail, fax, voice mail, web contacts, chat and SMS.
With SAP Contact Center, you are able to utilize the knowledge and expertise from anywhere in your organisation to efficiently and effectively administer sales force and customer service operations. It allows you to control, measure, and adjust your key business processes from sales to customer support.
Increased efficiency and precision of orders
Less lost contacts – to reduce the loss of revenue
Lower cost of the transaction
The increase in sales within the up- and cross selling
Functions
- Enterprise telephony for desk-based and mobile employees
- Switchboard for fixed and mobile extensions
- In and outbound contact center operations
- Help desk
- Real-time monitoring and reporting
Multi-channel connectivity for your business needs
- Fixed and wireless voice
- Fax
- Web contacts
- Chat
- Text messages
- CallBack requests
Benefits of implementation
- More sales
- Improved efficiency
- Increase in customer retention
- Faster time to margin with proven results
More sales
- Effective pipeline and sales process control
- Lower cost per lead
- Increase in revenue per head
- Better sales closure rates
Improved efficiency and accuracy in order handling
- Less abandoned contacts means less lost revenue
- Lower costs per trans action
- Increase in up- and cross-sales
Increase in customer retention and satisfaction
- Better control of the customer service process
- Optimized match between expert skills and customer needs
- Increase in workforce mobility
- Superior quality and service levels
- First Time Contact Resolution
Faster time to margin with proven results
- Reduced costs and improved customer service quality – cost savings come from an increase in productivity, better motivation, and the extended availability of your workforce
- Grows with your business – flexibly adjusts to your current and future requirements
- Deploys in days, fully interoperable with any existing telephony system
- smoothly deployed on a location-by-location or user-by-user basis
- Even the most advanced functionality is easy to use and does not require days of user training.
Integration
Thanks to standard integration interfaces, SAP Contact Center is easy to integrate with any software. SAP offers out-of-the-box integration with SAP CRM, SAP Cloud for Customer and SAP ERP.