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SAP targets outsourcing firms in RP

Posted on: November 11, 2009

SAP targets outsourcing firms in RP

By Anna Valmero
First Posted 21:02:00 11/10/2009

Filed Under: Technology (general), Software

MANILA, Philippines – German software firm SAP is aiming its business communications software at outsourcing companies that rely heavily on transmitting data from across the world.

Contrary to the practice of companies that are diverting IT budgets to other projects because of the global financial meltdown, now is the right time for businesses to invest on business communications management to tackle the current crisis and to better prepare for next year, said Kay Kretschmer, director for SAP business development in Asia-Pacific and Japan.

In the Philippines, Kretschmer noted one sector that can benefit from this type of software outsourcing firms that heavily rely on data to serve customers both here and abroad.

“Having a flexible, multi-channel and all-IP business platforms will streamline processes in a BPO (business process outsourcing) firm,” he said. “This will enable a centralized management and administration of the system, thus paving the way for an out-of-the-box contact center that is more efficient at a lower total cost of ownership.”

A business communications management tool enables a system in which all hardware and software are centralized and distributed physically while maintaining one logical system.

What this essentially means is that all the data systems are made available to serve customers independent of their location, according to Kretschmer.

Traditional BPO models run on isolated blocks of data communications and processes running on computer-telephone integration will only allow for office transactions.

On the other hand, a business with integrated data systems can tap all of its agents to service clients, whether the contact center agents are working from home or at the office—as long as the system connects multiple transactions at multiple locations via the Internet, said Kretschmer.

The architecture also seamlessly extend mobility at work via online monitoring of all contact center transactions, analysis of all data exchanges between the agent and the client, online supervision and coaching of agents-on-training and even create three-way communications between a supervisor, customers and agents, he added.

For example, when inbound, outbound and back-office technical personnel are seamlessly integrated, a call from a customer that cannot be answered by an inbound agent can be transferred to the technical agent without the need to repeat again the query and information provided by the former agent.

This can be done simply by having a predictive routing of the call and displaying in advance the data transaction of the customer on the screen of the technical agent, the SAP executive noted.

“Minutes saved from asking again the customer’s problem would translate to operational and cost efficiency by five to 50 percent depending on the volume ]of data and the operations to be integrated,” he said.


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