Hotlines, company-wide central control desk and shared service center and to integrate with existing CRM and ERP systems. The software replaces the usual middleware approach in computer telephony integration. The voice-over-IP based solution is implemented on standard servers. A specific telephony hardware is not required. The application integrates with any phone system or can replace them. Reduced maintenance costs compared to large ISDN systems.
The software is out-of-the-box with SAP CRM and SAP ERP connected, but also stand alone executable. It can also be about Web services and SOAP and ODBC interfaces integrate with third-party solutions. During the first phase of architecture and the network infrastructure for SAP optimized already the worldwide backend business communications management. The global SAP BCM profile is now focused on high availability and disaster recovery to ensure the reliability of operation of contact center by Agilent Technologies and their Flexibility to secure. “The migration of the existing customer care system out to SAP business communications management allows Agilent Technologies, to offer its customers from over 100 countries in the future modern multichannel communication in the customer service”, Joachim Schellenberg summarizes the extensive project. “A few weeks ago Frost & Sullivan awarded the IP communications platform from SAP North American Frost & Sullivan customer value enhancement award the 2012. The consultancy highlighted in particular the all-in-one character of the software. Frost & Sullivan’s research showed that customers, SAP can share BCM with SAP CRM, within three to five years is an average save between 25 and 30 percent of costs.
The savings potential is even greater for large contact centers, which are scattered in different offices. Even Agilent will benefit in the future.” The ecenta AG is a product and consulting company the specializes in demanding realization of projects in the areas of SAP Business Suite, especially SAP CRM and SAP BCM, and SAP NetWeaver, specifically in the areas of business intelligence, master data management, process integration, composite application framework and Enterprise Portal specializes. ecenta, due to its professional expertise and successful cooperation in the areas of CRM, MDM, business objects information management solutions, process integration, application server, identity management, BPM, and banking in the SAP special expertise, program was recorded. Contact: Ecenta AG Joachim Schellenberg (business development) Altrottstrasse 31 69190 Walldorf Tel: 06227/73-1540 email: