Crm70 Ic Agent

8/2/2019 Crm70 Ic Agent

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SAP CRM 7.0Detailed View

SAP CRM 7.0 Interaction Center

Interaction Center Agent


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SAP 2007 / Page 2

1. Trends and Challenges Interaction Center2. Interaction Center Agent

2.1. Overview

2.2. Details

2.2. Details2.2.1 Agent Desktop Details

2.2.2 Account Identification Details

2.2.3 Interaction Record Details

2.2.4 E-Mail Editor Details

2.2.5 Agent Inbox Details

2.2.6 Interactive Scripting Details

3. Positioning and Benefits

Content


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In t erac t ion Cent er Trends and Chal lenges

Shift of Strategy Shift from cost-reduction tactics to revenue-maximization

and customer-retention strategies

Evolution of communication channels and

interaction modes Increased use of Web self-service; greater integration of

self-service with Interaction Center

Increased use of IP-based communication

Increased blending of communication channels (e.g., selfservice and agent-assisted service)

Restructuring of Interaction Center Increased use of remote and home-based agents to enable

virtual Interaction Centers

Consolidation of back-offices (IT, HR, Accounting) into globalshared service centers

Evolution of metrics and analytics Move from traditional operational metrics (e.g., average talk

time) to performance-based metrics (e.g., first contactresolution)

Blended analytics combining communication performancedata with CRM business data

Alignment with business metrics like ROI and TCO


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2.1. Overview

2.2. Details

2.2.1 Agent Desktop Details2.2.2 Account Identification Details



2.2.5 Agent Inbox Details2.2.6 Interactive Scripting Details


Content


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Interaction center

analytics

Interaction Center: capabilities

Web Chat E-MailTelephony Fax and letters IVR

Customer

Communication analytics

Shared services

Accounting InteractionCenter

IT service desk

Employee InteractionCenter

Telesales

Account and contact

management

Lead and opportunitymanagement

Quotation andorder management

Customer service

Customer service

and support

Complaint management

Help desk

Telemarketing

Campaign execution

Lead management

Personalization

Process-based analytics Blended analytics

In t erac t ion Cent er Sc enar ios and Proc esses

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Interaction centermanagement Communication channels

E-mail responsemanagement

Process modeling andagent guidance


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Overv iew of In t erac t ion Cent er Agent (1 /2)

Acc ount Ident i f ica t ion

The account identification screen allows agents to search for, identify, display, change andcreate accounts, their related partners as well as related objects such as registered products.

Confirmation of multiple business partners on the identify account view is possible, includingthe transfer of these confirmed partners as different partner functions to the businesstransactions in the Interaction Center.

It is also possible to confirm registered products (ibase component, iobject). The confirmedobjects shall be transferred to the dependent processes, like service request, service order,complaint, etc.

Acc ount Fac t Sheet

The Account Factsheet (AFS) gives the agents access to the most relevant customer relatedinformation, e.g. Service Ticket History, Sales History, Open marketing campaigns, ...

In terac t ion Record The Interaction Record allows agents to log all inbound and outbound interactions (phone

calls, emails, chat, ...)

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Overv iew of In t erac t ion Cent er Agent (2 /2)

Agent Inbox

The Agent Inbox is a universal inbox for Emails, Fax, Letters, CRM Business Transactions(service requests, sales orders, ...), ERP Sales Orders, Cases, and Workflow items

Em ai l ed i tor

The Email editor allows agents to handle inbound and outbound email, using pre-definedresponses, email templates, and solutions from the knowledge database

In terac t ive Scr ip t ing

Interactive scripts help interaction center agents by leading through certain interactions theyhave to do while working with customers

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2.1. Overview

2.2. Details







Content


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In te rac t ion Center Agent Desk t op

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Alerts Communication informationAccount infoScratchpad

Navigation

bar

Toolbar

Broadcastmessages

Workspace

Branding Area

ChannelSelector


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K eeping the m os t im por tan t i n fo rmat ion vi s ib le

Scra t c h pad Allows the agent to write down notes

Acc ount in fo Shows the most relevant information about the current interaction, such

as the customers name and company

Ale r ts Shows important alerts for the agent from the alert modeler, such as automaticsuggestions and reminders to wrap up

Comm un ica t ion in fo rmat ion Shows information from the communication

management software, like talk time, automatic number identification, agent state, andqueue status

Branding area Shows the company logo, provides links to personalize the look andfeel of the UI, log off from the system, access the help center to know more and thesystem news.

Contex t Area

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Scratch pad

Account info Alerts

Communication

information

Branding Area


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Personal iza t ion & Sk ins

Overview

With SAP CRM 7.0, several skins are provided in the Interaction Center to allow individualusers to select their own look-and-feel

With SAP CRM 7.0, it is also possible to configure columns in the Interaction Center to let

individual users to enlarge the width of important fields and to suppress unimportant fields

Users can also drag and drop the different blocks onto their preferred location on screen

Also, the columns in the tables can be dragged and placed in their preferred location onscreen, and enlarged in width!

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Personal iza t ion Sk in Se lec t ion

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Personal iza t ion Sk in Opt ions

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Personal izat ion Conf igurable Colum ns

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Personal iza t ion Conf igurab le Block s(fo r se lec t sc reeens)

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Personal iza t ion Fi l t e rab le Colum ns

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2.1. Overview

2.2. Details







Content


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Cont ex t Area Redes ign

Gener ic Layout t hemes

Skin changes done in personalization will now apply to the context area just like to any other area of thescreen.

Branding Area

Configurable Logo/Branding area

Documentation Link Help Center

Personalization link Log Out link Interaction Center agent can log-out of the CRM system

Possibility to add remove hyperlinks / jump links to open 3rd party communication management applications

Toolbar

The communication related icons of the telephony toolbar can be represented as text/icon/both.

New Button:Cancel

interaction record and reset account identification New Button Reset to reset the Communication Management software connection

Others

Configuration options for selection /positions / sequence of Slots (Account/ANI Info - Alerts -Communication Info).

Configuration option for the polling mechanism of the worker session - possible to configure the frequency

of the polling

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The context area of the Interaction Center is the horizontal area of the L-Shapethat contains elements like the communication toolbar, alters, the communicationcontext etc.


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New Cont ex t Area

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ConfigurableBranding/Logo

Standard Branding areawith links to Log Off,

Help Center andPersonalization

Configurable Slots

Icon Toolbar Reset button to reset theconnection to the CMS

Cancel to cancel the irecand confirmed account


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In te rac t ion Center : Acc ount Ident i f i ca t ion

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Mul t ip le Par tners It is possible to confirm multiple business partners on the identify account view and transfer these

confirmed partners as different partner functions to the business transactions in the Interaction Center.

Acc ount Ident i f i c a t ion Sc enar ios

A Business to Business scenario as well as a Business to consumer scenario is supported.

In addition a new scenario blends B2B and B2C in a Mixed scenario. Employee interaction Center scenarios are supported by an Employee Identification screen.

La te Acc ount Iden t i f i ca t ion

Account confirmation can be done even after transactions and actions are triggered.

On confirmation at any point, the account details will be transferred to the transactions that were

created before.

The account identification screen allows agents to search for and identify, display,change and create accounts, their related partners as well as related objects likeregistered products.


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Automat ic Acc ount Iden t i f i ca t ion

Business Partners can be identified automatically based on their communication data (Telephone number,email address)

In te rac t ion H is to ry

To provide information on the current situation of the customer the latest entries of the interaction historyare integrated into the account identification screen

Ac count Fact Sheet

The Account Fact Sheet (AFS) gives the agents access to the most relevant customer related information,e.g. Service Ticket History, Sales History, Open marketing campaigns, ...

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In te rac t ion Center : Acc ount Ident i f i ca t ion


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Ac c ount Ident i f i c a t ion Sc reen

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Account and related partnersSearch result lists and

interaction history

List of ConfirmedPartners


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Featu res i n Acc oun t Handl ing

Business Par t ner Relat ionship Handl ingThis feature enables agents to chose the relevant relationship type from a list whensearching or creating related business partners in the Interaction Center.

Mixed Account Iden t i f i ca t ion

The mixed business partner search is an account identification scenario that allowssearching for both consumers and contact persons in organizations.

Index Based Searc h

The index-based business partner search offers a tool to build indices that speed up

the search for business partners in the IC WebClient.

Address va l ida t ion and dupl ica t e chec k

Address validation and duplicate check is offered in the IC WebClient to supportaddress maintenance.

Acc ount Ident i f i c a t ion V iew Set : Cus tom izab i l i t y

This feature makes the content of the upper right view of the account identificationview set replaceable the area where business objects related to the businesspartner can be determined.

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New Features in Ac c ount handl ing

Mult ip le Bus iness Par t nersThe enhancement enables agents to confirm multiple business partners on theidentify account view and transfer these confirmed partners as different partnerfunctions to the business transactions in the Interaction Center.

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2.1. Overview

2.2. Details







Content


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In t erac t ion Cent er : In terac t ion Rec ord Det a i ls(1/2)

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In te rac t ion record

An interaction record is created when anaccount is confirmed, or when an email (newor reply email) is created

Interaction timestamps can be stored inside

the interaction record (interaction waitingtime, start time, end time)

Can be linked to a marketing campaign

Act iv i ty C lipboard

The Activity Clipboard provides a completeoverview of all interaction related, business-relevant documents (sales orders, serviceticket, solutions, emails, chat transcript,follow-up transactions, ...)

The interaction record allows agents to log all inbound and outboundinteractions (calls, emails, chat, ...)


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In t erac t ion Cent er : In terac t ion Rec ord Det a i ls(2/2)

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Fol low -up & Ac t ions Pre-defined actions can be executed

manually or automatically

Agents can create any type of follow-uptransaction from within the interaction record

Mul t i leve l ca t egor iza t ion

The agent can categorize the interactionrecord based using multilevel categorization

The interaction record allows agents to log all inbound and outboundinteractions (calls, emails, chat, ...)


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2.1. Overview

2.2. Details







Content


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E-Mai l Edit or

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In t egrat ed E-Mai l Edi tor

Send and receive HTML or plain text e-mails

Insert solutions with attachments

Insert standard response (e-mail templates) via mail forms Insert at cursor position: standard responses can be inserted at the end of an e-

mail or at the cursor position

Auto-suggest responses

Include reusable agent signatures in outgoing e-mails

Automatic insertion of Tracking ID possible

Integration possible with Spell checker

Integration to Groupware (MS Outlook or Lotus Notes) possible for email addresslook-up


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E-Mai l Edi t or Sc reen HTML Form at t ed E-Mai l

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E-Ma il Ed it o r E-Ma il Wi th A t t achm ents

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E-Mai l Edi t or St andard Response Inser t ion

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2.1. Overview

2.2. Details







Content

A I b


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Agent Inbox

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Agent Inbox fo r Emails

Fax & Letter

CRM Business Transactions (service requests, sales orders, ...)

ERP Sales Orders

Cases

Workflow items

Predef ined qu ick searches

Enhanced advanc ed Search; Abi l i t y t o save searc h c r i t e r iaMul t i -se lec t in inbox resu l t l i s t

Disp lay in Tree and t ab le v iew

Work l i s t fo r bac k -o f f i ce proc esses Reserve and reset reservation: changes the employee responsible of the selected inbox item

Display, Edit, Delete

Interact: starts an new interaction

Link: links the selected inbox item to the active interaction

Forward: manually assign an inbox item to another department

A t I b


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Agent Inbox

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C t t


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2.1. Overview

2.2. Details2.2.1 Agent Desktop Details







Content

In te rac t ive Sc r ip t ing


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In te rac t ive Sc r ip t ing

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In te rac t i ve sc r ip ts he lp i n te rac t ion cen te r agent s bylead ing t h rough c er ta in i n te rac t ions t hey have t o dow h il e w o rk i ng w i t h c us tomers .

A script is predefined and can be chosen by the agents or it is automaticallyassigned e.g. through a campaign

A script is mostly created as a tree structure

Interaction path depends on answers the agent gets from the customer

Answers are represented by buttons

I nt e rac t i ve Sc r ipt ing Fea tu res


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I nt e rac t i ve Sc r ipt ing - Fea tu res

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In te rac t i ve Sc r ipt i ng

Guide agents through complex service calls via scripts

Handle common customer objections during sales calls

Launch proper scripts based on business rules

Update customer data or marketing attributes via form-based scripts

Leverage script survey integration for campaign target-group generation

In te rac t ive Sc r ipt ing Guide Agents Through


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In te rac t ive Sc r ipt ing Guide Agents ThroughCom plex Cal ls and Help Proc ess Surveys

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In te rac t ive Sc r ipt ing Handle Com m on Sales


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In te rac t ive Sc r ipt ing Handle Com m on Sa lesObjec t ions

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I nt e rac t i ve Sc r ip t ing Update Cust omer


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I nt e rac t i ve Sc r ip t ing Upda te Cust omerMast er Dat a

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In te rac t ive Sc r ipt ing Launch Sc r ip t v ia


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In te rac t ive Sc r ipt ing Launch Sc r ip t v iaBusiness Rule

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Content


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1. Trends and Challenges Interaction Center

2. Interaction Center Agent

2.1. Overview

2.2. Details

2.2.1 Agent Desktop Details





2.2.6 Interactive Scripting Details3. Positioning and Benefits

Content

Sum m ary: Benef i ts o f the In t erac t ion Cent er


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Sum m ary: Benef i ts o f the In t erac t ion Cent er

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Bet t e r cus t omer re la t ionsh ips

The entire customer interaction cycle is captured and tracked, starting with initialengagement and ending with fulfilment

Obtain insights into customer behaviour and tailor offerings to match their needs

Gain competitive advantage by increased loyalty and retention

Unique in tegra t ion capabi l i t ies

Select and flexibly deploy processes that suit your business needs

Integrate with existing SAP and non-SAP enterprise functions, including supply chain

management, product life cycle management, financial management, and HRmanagement

Do more w i th less

Automated and streamlined processes reduce costs

Revenue is increased through efficient customerinteractions and enhanced cross-selling and up-sellingopportunities

Fur t her Informat ion


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SAP 2007 / Page 45

SAP Online Knowledge ProductsSAP Service Marketplace http://service.sap.com/okp

SAP CRM 7.0 Learning Maps

SAP Service Marketplace http://service.sap.com/rkt-crm> SAP CRM 7.0

Online DocumentationSAP Help Portal http://help.sap.com/> Documentation >SAP Business Suite > SAP Customer Relationship

Management


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Crm70 Ic Agent

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