SAP Business Communications Management software enables companies to improve contact center effectiveness and reduce costs through an all-software, IP-based communications solution. With the system, you can easily integrate communications directly into your business processes and applications, reducing needless delays and improving the efficiency of your customer service.

Whether customers contact your company via phone, e-mail, chat, text message, or fax, SAP Business Communications Management routes the contact to the person in your organization – whether in the office or working remotely – who is best qualified to help the customer. By eliminating the need for costly and cumbersome hardware-based communications systems, SAP Business Communications Management can help reduce your total cost of ownership.

With SAP Business Communications Management software, your organization can:

• Improve resource coordination and performance – With SAP Business Communications Management, you can more easily leverage the expertise of resources throughout your organization and monitor your customer-facing operations in real time, resulting in significant improvements to internal performance across multiple locations and communications channels.
• Increase customer satisfaction – By automatically routing all customer contacts to the most qualified employee available and providing the customer-facing employees with access to customer-related information, SAP Business Communications Management helps you to decrease waiting times for customers and improve the first-time resolution rate.
• Lower total cost of ownership – By reducing hardware investments and offering more targeted and flexible use of software, SAP Business Communications Management helps reduce TCO.
• Lower installation, integration, and maintenance costs – SAP Business Communications Management offers prebuilt integration with the SAP Customer Relationship Management application – resulting in lower installation, integration, and maintenance costs.