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Business Communications Management

SAP® Business Communications Management software is a holistic, voice-over Internet Protocol (VoIP) solution for incoming and outgoing telephony and contact centers. It is based on open IT standards.

The architecture of SAP Business Communications Management is completely IP-based. This enables you to manage software centrally and connect both landlines and mobile devices to your corporate network. The same applies to any type of remote connection to the corporate network. With SAP Business Communications Management, calls, e-mails, chats, or faxes can be routed to the right person at the right time. In short, SAP Business Communications Management creates the ideal conditions for integrating all your communications and business processes. This enables you to improve the quality of your business relationships significantly.

The experienced teams at ecenta can complete an “out-of-the-box” installation and configuration and integrate it with your existing SAP Customer Relationship Management (SAP CRM) application in a very short time frame – typically six to eight weeks. We are a worldwide SAP-certified Services partner for SAP Business Communications Management as well as an SAP-certified provider of hosting services, and we have successfully implemented SAP Business Communications Management projects in North America, Europe, and Asia. Experienced teams of consultants with in-depth experience in SAP Business Communications Management, computer-telephony integration (CTI) with CRM systems, and interaction centers are your guarantee of success.

Our implementations services cover five main areas:

 

Analysis

»     Requirements definition for contact center and telephony

»     Requirements definition for telephony

»     Telephony and CTI market analysis (for example, SAP Business Communications Management vs. Avaya)

»     Customer service processes verification

»     Business case definition

 

Optimization

»     Recommendations for best practices for your current telephone and contact center environment

»     Evaluation of CTI (integration with SAP CRM)

»     Evaluation of SAP Business Communication Management (hosted or on-site)

 

Design

»     Documentation of the architecture, software, and hardware specifications (SAP Business Communication Management only)

»     Integration of third-party products (predictive dialer, interactive voice response (IVR), speech recognition software)

 

Implementation

»     Project planning

»     Experts for functional and technical consulting

»     Estimation of network and architecture requirements

»     Estimation of the availability of VoIP

»     Unit tests and system tests

»     Knowledge transfer

 

Operation

»     Hosted solutions to meet individual needs (on demand or rented)

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ecenta is a SAP Partner Services and a SAP Best Practices Development Partner and part of the Special Expertise Program CRM
 
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