Build a strategic delivery channel for service, sales, and marketing with a CRM interaction center

Identify, serve, and retain the qualified leads that matter most to your company. Support your efforts with marketing features for the interaction center.

• Coordinate campaigns, including call lists, agent scripts, and promotions
• Ensure a focus on qualified prospects by examining broader marketing activities
• Equip agents with finger-tip access to relevant information for prospects

Ensure a fluid sales pipeline by leveraging the interaction center to qualify leads, capture sales orders, and conduct sales.

• Help sales reps drive more qualified leads into the pipeline
• Capitalize on cross-selling and up-selling opportunities
• Process quotes, contracts, and order information

Give your workforce the same service you offer your customers. Consolidate all employee services with a shared service center.

• Deploy company-wide HR help desks to streamline employee access to information
• Enable HR professionals to provide consistent, personalized services
• Get IT service desks to carry out IT Infrastructure Library-compliant incidents
• Run an interaction center with a help desk for financial accounting-related issues

Leverage multichannel communication along with other features of the interaction center in SAP CRM for service, sales, and marketing.

• Enable multichannel communications solutions with your interaction center
• Integrate SAP Business Communications Management or 3rd-party solutions
• Support inbound and outbound interactions via voice, text, Web contacts, and e-mail

Leverage the interaction center analytics from SAP CRM to gain the knowledge you need to formulate plans and monitor performance.

• Measure, predict, plan, and optimize your interaction centers
• Analyze customer interactions and business processes
• Apply insights gained to improve your contact center operations