Simplified Call Center Integration for SAP Customers
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Transcript of Simplified Call Center Integration for SAP Customers
Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 1
Simplified Call Center Integration
George Chen Cisco Advanced Services
May 15th, 2013
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Cisco Confidential Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 2
“ CRM services are shifting from a focus on point solution deployment centered on application suites, to a 'customer experience' that brings together customer information, analytics, workflows, mobility and social CRM disciplines into a richer, multichannel access to capture the entire customer journey”
Ed Thompson – Gartner VP
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• Phone
• Instant Message / Web Chat
• SMS
• Text
• Forums
• Social Media
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Telephony Integration is complex and expensive
I need a separate IT team to manage CTI and Integration
New communication models will require additional software, integration and infrastructure
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Cisco UCS with Intel® Xeon® processors
What if I had integrated call center via software?
and this was my infrastructure…
Cisco UCS with Intel® Xeon® processors
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Data Center
Cisco Collaboration Jabber/WebEx/CEBT/VXI
Borderless Networks Security/Mobility/Video
Drive new value-based Business models and Use Cases
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• Provide enhanced customer interaction capabilities
• Standard SAP CRM Call Center Integrations with Jabber
• Simplified infrastructure to support Call Center and Data Center applications and operations
• Reduce cost, while driving new features and channel interaction capabilities
• Drive resiliency and increased availability
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Data Center (UCS / Nexus)
Unified Collaboration
Cisco IT Process Automation
Unified SAP
Solutions
Security
Network
Cisco UCS with Intel® Xeon® processors
Thank you.
Intel, the Intel logo, Xeon, and Xeon Inside are trademarks or registered trademarks of Intel Corporation in the U.S. and/or other countries