Lesson: Describing the Functional Capabilities of SAP Service Cloud

By bringing these channels and systems together into a single software-based solution,
companies can implement communication-enabled business processes that bring together
the benefits we have been discussing, such as:
● Improved service to customers
● Improved internal performance
● Reduced system total cost of ownership (TCO)

SAP Contact Center provides an advanced, all-IP communication solution for multichannel
contact centers and contact-intensive, multi-site organizations. It replaces traditional
communications systems hardware with a software-based IP telephony solution that can help
make interactions with customers and partners more effective.
With SAP Business Communications Management (SAP BCM), you can do the following:
● Manage your organizational resources across functions and locations and better leverage
organizational know-how
● Give your customers a smooth, consistent experience across all avenues of contact,
including voice, email, chat, SMS, and fax
● Reduce your TCO

SAP BCM offers tools for managing business communication for inbound contact centers,
outbound sales campaigns, and office telephony services. It includes directory and presence,
call recording, and interactive voice responses (IVR) voicemail services, comprehensive
online monitoring, and historical reporting.
The SAP BCM system is a stand-alone system for communication management within a
company, but it can be integrated with the SAP CRM system.

© Copyright. All rights reserved. 15