CRM INTEGRATION

SAP integration

MEETS TODAY’S NEEDS

Use the advanced solution BeInContact integrates with SAP to develop the most suitable communication strategy for your company. The BeInContact solution offers together with SAP call center a powerful routing engine with all contact channels unified. In this way, the Customer Service operators are able, using the BeInContact page only, to manage all the configured contact channels in a single user interface; integration with SAP allows operators to have all customer information on screen, thus optimizing and simplifying daily operations.

ALL THE FUNCTIONS YOU NEED

Access BeInContact and take advantage of all the features of the Agent Desktop together with the information contained in SAP. Thanks to the API, it integrates SAP within the CTI Phone bar to manage communications on all contact channels, also allowing the operator to manage incoming interactions accompanied by all the information recorded, optimizing contact management and sharing. information. Easily implement all these features thanks to the native connector, without the need for coding or development skills.

INTEGRATED REPORTING

Thanks to the native capabilities of BeInContact, it is possible to transmit all the data relating to the interactions managed directly within SAP, in order to have all the information regarding customer contacts and related assistance requests available in a single database. Therefore, at the end of each interaction, and on each configured contact channel, BeInContact is able to pass the parameters of the interaction directly within CRM objects, such as, for example, duration of the interaction, type, channel, results, queue and waiting times, IVR choices and much more. It will be possible for supervisors and team leaders to find service metrics directly from the dashboards, giving qualitative value to a series of historically quantitative data.

CRM INTEGRATIONS

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