Joachim Schellenberg

In addition, the study says that the phone with over 70 per cent is still the most popular service channel. EMails will follow with 14 percent and 11 percent of the classical letters and fax. This also means that the greatest opportunities here stuck, to affect the efficiency and quality of service.” In relevant projects, ECENTA has business communications management on SAP for years. The IP-based contact center and telephony software allows customer service center, company-wide central to control contact center and shared service center and to integrate with existing CRM and ERP systems. With the solution, companies can centrally merge all communication channels from the phone to the E-Mail and virtual connect multiple locations. The communication can be linked directly with the business processes.

Completely ECENTA discourages despite the currently rather unique numbers of them, the topic of social media”to hide. Currently, only about 2 percent of communication in customer service through these channels, and the run Study says that less than half of the respondents contact center currently uses social media. This will change in the future certainly. We therefore recommend platforms that can be supplemented later accordingly.” In this case, the company from Walldorf, for example, SAP recommends cloud for social commitment. The on-demand solution for social media monitoring allows through analysis of data from social networks to capture the moods and trends on the net. The analysis of various social media networks on a particular topic through the specific linguistic evaluation of the content of postings, the results are graphically processed and represented. ecenta a product and consulting company, is on the challenging implementation 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. was 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 recorded in the SAP special expertise program.

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