Technical Overview - archive.sap.com · Business Process capabilities in SAP ... based on switching rules 3. ... service) e.g. from number +19988776655. SMS GW converts sms

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SAP Contact Center software version 7

SAP Contact Center Product Management

2014

Technical Overview

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Content

1. SAP Contact Center overview

2. Architecture

3. Deployment

4. Multi-tenancy and Hosting

5. High Availability and load balancing

6. Security

7. Integration

8. Phased Deployment

9. Summary


SAP Contact Center software Bundled Contact Center Suite

Inbound Contact Center

Outbound Contact Center

Expert and Mobile Users

Automated Services (/IVR)

SAP Contact Center Capabilities

Business Process capabilities in SAP

Deep SAP Business Context Integration thru Open Interfaces

SAP Contact Center solution helps organizations to rapidly reach performance,

quality and cost targets, especially in distributed customer service operations.

SAP Contact Center links communications with the appropriate business context by networking with

other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve

customer service, streamline business processes, decrease human latency and increase agility.


SAP Contact Center software Key Solution Capabilities

Inbound

Contact Center

Expert and Mobile

Users

Automated Voice

Self-Services (IVR)

Outbound

Contact Center

Voicemail and Messaging Services

Consolidated Administration, Management, and Control

Softphone, IP Deskphone and Mobile Clients

Presence and Directory Services

Call Recording and Contact History Services

Corporate communication services

Deep SAP Business Context Integration thru Open Interfaces

Unified Multi-Channel Contact Routing

Voice over IP Telephony Services

Online Monitoring, Reporting and Analysis Tools

Customer Service Operations

So

luti

on

ca

pab

ilit

ies


Consuming SAP Contact Center

Contact Center Agents

integrated with SAP CRM

Stand-alone

SAP Contact Center Agents

Expert and Mobile Users

Contact Center Manager /Supervisor /Analyst Users

Automated

Voice Self-Services

Business and Technical Administrator Users


SAP Contact Center for Best Run Customer Service

Easy to consume and tailor to

your needs

Efficient to operate and

adapt in real-time

Best practice deployment with

SAP ecosystem

Ensure greater consistency and quality

across multiple contact channels

Accelerate adoption of customer

service tools among experts by

bringing the functions to their existing

mobile phones and desk phones.

Equip customer facing persons with

data and tools that enable them to

perform in customer interactions

Enable operations management to

adjust the customer experience to meet

the customer demand

Combine multiple sites into one

manageable contact center entity

Monetize your investments thru native

integration with SAP CRM, ERP and BI

Create end-to-end customer service

processes


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications


Powerful

Agent UI enables consistent handling of all contact channels,

resulting higher agent productivity and quality

Powerful operations management tools for team leaders and

supervisors with state-of-the-art reporting

New administration tools to adjust customer experience and

contact center operations in real time

Reliable

Improved high availability for continuous 24/7 operations

Increased load capacity and scalability

Highly granular access control and security model supporting

demanding data privacy policies

Versatile

Bundled suite for Inbound and Outbound contact centers

On-premise and Cloud deployments for single and multi-site

customers

Stand-alone and integrated with SAP and non-SAP business

applications

Understand

Your

Customer

Interface Take

Decisions

to Action

Achieve

Remarkable

Results

Engaging

user

experience

Easy-to-use

customer

interface

management

Cloud and

On-premise

deployment

models


Content


2. Architecture

3. Deployment



6. Security

7. Integration


9. Summary


SAP Contact Center Deployment Architecture Example

Access Network

Telephone network (PSTN, Mobile, IN)

Internet

Customer

communication

channels

Phone E-mail Fax Sms

VoIP gateways (or SIP Trunk) and SAP Contact Center servers • On-Premise • Or On-Demand /Cloud

Office LAN

SIP GW or SIP Trunk Firewall

Data Center

LAN

SAP CCtr Application srv

CRM, ERP, etc. servers

IP IP

CC Agents Mobile agents /users

IP deskphone (SIP) users

Remote users using

PSTN connected phone

IP

Administrators

Corporate data network

Corporate e-mail srv

SAP CCtr Web srv

E1/T1/J1

Web form

SAP Contact Center clients/terminals 1. Administrative users 2. CC Managers /Supervisors 3. CC Agents (softphones) 4. Mobile agents 5. IP desk phone users 6. Remote and 3rd party

telephone users

Chat

IP

CC Managers /Supervisors

1. Customer calls

e.g. Help Desk

number

2. Call arrives to VoIP

Gateway which

send SIP signaling

message to SAP

Contact Center

system

4. VoIP Gateway

routes RTP

stream to defined

IP address

5. CC Agent answers

the call using SAP

Contact Center softphone

(with USB headset)

SAP CCtr DB srv

3. SAP Contact

Center locates

free agent. SIP

signaling msg is

sent back to

VoIP Gateway


SAP Contact Center 7 System Architecture

Standard

interfaces

and web

services for

integration

Bundled

contact

center

features

VoIP/chat

switching

and other

message

broking

HA

concept,

software

logistics

and

system

monitoring

User interfaces designed for productivity


SAP Contact Center 7 and communication channels

Mobile

agent

Internet chat web

server (or

equivalent)

Customer

PSTN

Internet

Administrator Deskphone

user

Corporate email

server

Email

Chat

GSM/3G

Contact Center

Agent

Office LAN

Data

Cente

r LA

N

Firewall

Firewall

IVR

Call (voice)

GSM/3G

SAP Contact Center Servers

SIP/H.323 GW /

SIP Trunk


Phone call routing example

Connection

Server

SIP/H.323

Bridge Agent

Server

Communication

Event Manager

Call

dispatcher

Mobile

agent

Internet chat web

server (or

equivalent)

Customer

PSTN

Internet


user

Corporate email

server

Email

Chat

GSM/3G

Contact Center

Agent

Office LAN

Data

Cente

r LA

N

Firewall

Firewall

IVR

Call (voice)

GSM/3G

1. VoIP Gateway

receives a new call

to customer service

number

6 .Agent sees the incoming

phone call and answers to call.

Command to connect call is

relayed throughout the system

and the voice is establsihed

between end points

Media

Routing

Service

2. New call request message is

sent via SIP Bridge to Call

dispatcher. Call dispatcher

finds the right destination

(extension on CEM server)

based on switching rules

3. Communications Event Manager queuing

rule is activated. No agents are free and

thus CEM starts to play queue music and

announcements

SIP/H.323 GW /

SIP Trunk

4. Media routing service

plays queue announcement

5 CEM server locates free agent

and sends routing request

message for Agent Server


E-mail routing example

Connection

Server

IMAP / SMTP

Agent

Server

Email sender

Communication

Event Manager

Mobile

agent

Internet chat web

server (or

equivalent)

Customer

PSTN

Internet


user

Corporate email

server

Email

Chat

GSM/3G

Contact Center

Agent

Office LAN

Data

Cente

r LA

N

Firewall

Firewall

IVR

Call (voice)

GSM/3G

1. New email arrives

Corporate email

server (IMAP4)

2. Email Channel process reads new

message e.g. every 30 seconds. Process

stores new email to Operative database.

3. CEM server locates free agent



4. Agent sees the incoming email and

starts working with a email. Content

(full body and attachments) are

downloaded from agent server

5. Agent compiles answer e.g. using

answer libraries. Once answer is ready,

agent sends the email response to the

customer. Agent server stores the

response to Operative database

6. Email sender compiles new

message from database queue

and sends response to next

hop email server (SMTP).

SIP/H.323 GW /

SIP Trunk


Chat routing example

Connection

Server

Chat portal

server

Agent

Server

Chat server Communication

Event Manager

Mobile

agent

Internet chat web

server (or

equivalent)

Customer

PSTN

Internet


user

Corporate email

server

Email

Chat

GSM/3G

Contact Center

Agent

Office LAN

Data

Cente

r LA

N

Firewall

Firewall

IVR

Call (voice)

GSM/3G

1. Customer initiates

a chat session from

Company’s web page

2. Chat web server sends the chat request to

Contact Center Chat portal server, from which the

Chat server routes the chat event to CEM for

routing. CEM post automatic answers to the chat

3. CEM selects available agent and

chat is alerted on agents screen

4. Agent accepts the chat request.

CEM drops out from the chat

session and agent is added as an

participant to the chat session.

SIP/H.323 GW /

SIP Trunk


Fax routing example

Connection

Server

IMAP / SMTP

Agent

Server

Email sender

Communication

Event Manager

Mobile

agent

Internet chat web

server (or

equivalent)

Customer

PSTN

Internet


user

Corporate email

server

Email

Chat

GSM/3G

Contact Center

Agent

Office LAN

Data

Cente

r LA

N

Firewall

Firewall

SIP/H.323 GW /

SIP Trunk

IVR

Call (voice)

GSM/3G

1. New fax arrives to

Fax server (3rd party

product) e.g. from

number +12233445566.

Fax server converts fax

as email (attachment)

and sends email to

corporate email server




4. CEM server locates free agent



5. Agent sees the incoming email and starts

working with a email and opens fax attachment.

Content (full body and attachments) are

downloaded from agent server

6. Agent compiles answer e.g. using answer

libraries. Once answer is ready, agent sends

the email response to the customer e.g. in

format [email protected]

(sending format depends on fax-server setup

/functionality).





Fax

Server

2. Email (with fax

attachment) arrives

to Corporate email

server (IMAP4)

7. Fax server

receives /retrieves

email, converts

body message (or

attachment) as fax

and sends fax to the

customer number

(e.g. +12233445566

in this example)

mailto:[email protected]






SMS routing example

Connection

Server

IMAP / SMTP

Agent

Server

Email sender

Communication

Event Manager

Mobile

agent

Internet chat web

server (or

equivalent)

Customer

PSTN

Internet


user

Corporate email

server

Email

Chat

GSM/3G

Contact Center

Agent

Office LAN

Data

Cente

r LA

N

Firewall

Firewall

SIP/H.323 GW /

SIP Trunk

IVR

Call (voice)

GSM/3G

1. New sms arrives to

SMS GW (3rd party

product, e.g. operator

service) e.g. from

number +19988776655.

SMS GW converts sms

as email and sends

email to Corporate

email server




4. CEM server locates

free agent and sends

routing request

message for Agent

Server

5. Agent sees the incoming email and

starts working with a email. Content (full

body) are downloaded from agent server

6. Agent compiles answer e.g. using answer

libraries. Once answer is ready, agent sends

the email response to the customer e.g. in

format [email protected]

(sending format depends on sms-gw setup

/functionality).





SMS

Gateway

2. Email (converted

sms msg) arrives to

Corporate email

server (IMAP4)

7. SMS GW

receives email,

converts body

message as sms

msg and sends sms

to the customer

mobile number (e.g.

+19988776655 in

this example)







SAP Contact Center 7

Monitoring and Reporting subsystem



Softphone Client Architecture


Content


2. Architecture

3. Deployment



6. Security

7. Integration


9. Summary


Deployment – Platforms and devices

• SAP contact center product is designed to run on Windows operating system

• Microsoft SQL Server as a database

• Clients run on Windows desktop

• Number of voice gateways and other devices have been tested with Contact

Center

(see compatibility list for more details – available on service market place)

• Citrix client virtualization can be used with clients (see Citrix compatibility

statement for details)

• Contact center supports Software Virtualization with VMware (see VMware

compatibility statement for details)


Deployment – Software logistics overview

SAP Contact Center Servers 1. HAC process is

installed on the server

and host server can

be part of host

configuration model

2. Virtual Units are modeled

Virtual Unit defines entity of SAP

Contact Center software components

and IP address for the processes.

Virtual Unit is managed by HAC that

starts /stops and monitors the process

on the host machine

3. SAP Contact Center Software modules are

installed and maintained into the

Virtual Unit.

Changes e.g. SAP Contact Center software

updates are deployed from central Infrastructure

Administrator (IA) console into Virtual Unit

instances on a host server.

High Availability Controller (HAC ) process controls and monitors SAP Contact Center software components

Virtual Unit is managed entity which has own failover rules, own designated IP address and own software modules (executables)

SAP Contact Center Software is deployed and maintained into all server instances with Infrastructure Administrator (IA) tool

Virtual Unit structure allows running multiple instances of same software on same server


Deployment - Software Packages

35 installation packages / software modules (installable with IA tool)

14 predefined virtual unit templates for easy installation

• Own templates can be created by system administrators


Deployment – System Monitoring in IA tool (sample)


Deployment – Client software

1. Client Terminal – Automatic installation and update (only SP7 onwards)

• Directly from web server (see next slide for more information)

• Combination of browser supported ActiveX component and SAP Contact Center provided technology

• Installs without Windows admin rights

2. Client Terminal – Software distribution using enterprise software distribution

system (e.g. MS SCCM)

• Packages provided as MSI packages

• Multiple versions can be supported at the same client (e.g. test system/production)

• Required version level can be controlled from the server

3. Client terminal - Thin client support

Supports Citrix desktop virtualization (more details in Citrix compatibility statement)

4. System configurator and infrastructure administrator UI – Automatic

installation and update

• Directly from web server

• Java web start technology


Deployment – Client Terminal software auto-update

CC Agent

Workstation SAP CCtr

Web Server

Pre-requisites 1) Configure CC Agents IE web browser settings to enable SAP Contact Center client terminal software auto-update

2) Configure SAP Contact Center web server to support client terminal software auto-update

1. User opens IE browser (8 or newer) and enters CDT softphone URL

2. Client Terminal Proxy (ActiveX) is embedded to the web page.

Proxy acts as a downloader for the Client Terminal Core

3. Downloader checks from the server if Client Terminal Core

needs to be updated

4. If Client Terminal Core version update is required (or Core does not exist),

the latest version will be automatically downloaded to workstation

Proxy

CAB

Core CAB

incl. USB

support

5. Normal user authentication process starts


Content


2. Architecture

3. Deployment

4. Multi-Tenancy and Hosting


6. Security

7. Integration


9. Summary



Multi-Tenancy and Hosting

Public

telephony

connection

tier

Core

server

tier

Agent

connection

tier

SAP Contact Center has unique multitenant

architecture.

Same server platform may host multiple tenants.

Each tenant has

Own SAP Contact Center software

(tenants may run different software versions)

Own access point (IP /http address)

Own federative security model

(certificates, firewall rules,

virtual networks)

Own database instances

Own system settings and data


Content


2. Architecture

3. Deployment



6. Security

7. Integration


9. Summary



High Availability and Load Balancing

1..N

Public

telephony

connection

tier

Core

server

tier

Agent

connection

tier

No single point of failures – SAP Contact Center 7 software

components can be deployed in one-to-many clustered mode

System scales vertically and horizontally supporting load

sharing

Load balancing mechanism distributes load

evenly across the system

Lossless switch-over is

supported in case of planned

maintenance – on going calls are

maintained and new calls are

routed via active instances.

Certain modules support functional

roles for dedicated usage scenarios

agents admin

HAC monitors, alarms and logs changes in Contact Center software

statuses (alarms can be sent as SNMP traps, e-mail or SMS

messages)

+ HAC process recovery mechanisms in case of process failure


Content


2. Architecture

3. Deployment



6. Security

7. Integration


9. Summary


Security – Key Features

• Secure connections between client and server (using TLS)

• Secure internal server connections (using TLS)

• TLS for external server communications SIP, SOAP, HTTP(S)

• Encrypted voice between SAP Contact Center client and servers (SRTP)

• Authentication models (basic username/password and/or X.509 certificate based)

• Single-sign-on with certificates

• Role based access control model

• Configurable password policy

• Encrypted passwords

• Audit logging

• Call barring rules for managing call destinations


Security - server roles and network topology

1. Basic setup - client and server networks are separated (database on own net)

2. DMZ setup can be supported with server roles

(SAP Contact Center services may be distributed)


Content


2. Architecture

3. Deployment



6. Security

7. Integration


9. Summary


SAP Contact Center 7 at the center of integration

Analysis and reporting

Backoffice collaboration

tools

Telephony systems and

devices

Voice

selfservices

Web collaboration

Line of Business system

Workforce optimization

Verint, Nice,

Teleopti

SAP CRM,

SAP ERP

SAP Cloud

for Customer

SAP Business Objects

MS Reporting Services

MS Outlook /Office

MS Lync

Voxeo

CreaLog

West

SAP CRM

Web Channel AudioCodes

CISCO, Dialogic, SIP Trunks,

Plantronics, GNNetcom, Polycom…


SAP Contact Center integration focus

Chat

Fax

Call

E-mail

Web form Terminal adaptation and client side integration

System/server level integration

Ch

an

nels

SA

P C

on

tact

Cen

ter

SMS SAP CCtr

database CRM or

ERP Service mgmt

3rd party

communication

systems, e.g.

speech recognition

quality monitoring

SAP Contact Center solution role: • Communication Channels

• Intelligent Contact Routing

• Communication UI tools/functionality

• Contact mgmt monitoring & reporting

• Integration methods/tools

Import/Export

jobs

Directories

AD/ HR /

Campaigns


SAP Contact Center integration interfaces

Chat

Fax

Call

E-mail

Web form Terminal adaptation and client side integration

System/server level integration (web services)

Ch

an

nels

Client Core Client Com

Screen

pop-ups

Softphone

embedding

SIP

SOAP

HTTP

SMTP

IMAP

OII

Agent

Interaction

handling

between

servers

DAI

Directory

and

availability

integration

ACI

Admin and

mgmt tool

integration

TMI

Email and

task mgmt

integration

RDI

Reporting

statistics

integration

SMS

PSI

Presence

subscription

and

delivery

3rd party

quality

management

systems

QMI



Interfaces overview 1/2

ClientCom Client side integration interface (COM, Component Object Model)

Provides easy screen pop-up integration methods and call control from 3rd party application

while SAP Contact Center softphone (CDT, Communication Desktop) is running on the

background

ClientCore Client side integration interface (.NET)

Enables building of a totally customized softphone user interface or fully embedding softphone

functionalities into 3rd party application like CRM or ERP user interface

SIP Bridge Server side integration interface (SIP)

Provides SIP protocol bridge to enable interoperability with other SAP Contact Center

installations or to integrate 3rd party telephony systems with SAP Contact Center, e.g. IP-PBXs,

VoIP-enabled speech recognition or text-to-speech systems, voice portals, and conferencing

systems

SIP X-headers or

External IVR interface

Server side integration interface (SIP and SOAP)

Contact Center system can relay calls to external speech recognition / IVR over SIP. SIP X-

headers or separate SOAP data interface is used to send data to SAP Contact Center system or

to query statistical information from SAP Contact Center system

Online Integration

Interface (OII)

Server side integration interface (Web Services: XML /SOAP over HTTP)

Provides methods for such functionality as handling user /agent status, handling channel/queue

assignments (e.g. login / logout) and performing telephony operations in an SAP Contact Center

system. For example SAP CRM integration is using OII interface on SAP Contact Center side.

Quality Monitoring

Interface (QMI)

Server side integration interface (RTP and Web Services: XML /SOAP over HTTP)

Enables 3rd party call recording system integration with SAP Contact Center (IP calls related

RTP stream and related call data over XML /SOAP interface)



Interfaces overview 2/2

Task Management

Interface (TMI)


Provides methods for embedding task handling tools into 3rd party application while task routing,

monitoring and reporting remains on SAP Contact Center functionality. Tasks typically are

emails, web-contacts, faxes, SMS-messages, user created tasks or 3rd party system generated

tasks (alarms, etc)

Reporting Data

Interface (RDI)


Provides access to SAP Contact Center historical reporting statistics. For example, to combine

contact volume and handling statistics with other SAP or 3rd party application statistics such as

revenue or other financial data. The existing SAP BI – SAP Contact Center reporting data

integration is using RDI interface towards SAP NetWeaver

Administration and

Configuration

Interface (ACI)


Allows to integrate SAP Contact Center user administration functionality with other SAP or 3rd

party applications or create new – partner or customer specific – user administration UIs. With

ACI interface, SAP Contact Center users can be created, modified and deleted for example via

company Human Resources (HR) system allowing HR system to act as a centralized user

account information source for IT systems such as SAP Contact Center

Directory and

availability interface

(DAI)


Provides access to SAP Contact Center directory (phone directories) and user presence

/availability data. DAI can be used, e.g. to access directory and presence information services

via company intranet, or to integrate other SAP or 3rd party access control systems to SAP

Contact Center

PSI (Presence

Synchronization

Interface)

Enables integration party to subscribe to SAP Contact Center presence and update presence

information into SAP Contact Center system. Used e.g. with MS Lync presence module.


SAP Contact Center Integration with SAP CRM

Agent Desktop

Cu

sto

mer

SAP Contact Center


Simplified SAP Contact Center – SAP CRM server side

integration architecture

SAP Contact Center

softphone and SAP CRM

Interaction Center

Agent Desktop

SAP CRM

Inte

gra

ted C

om

mun

ication

Inte

rface (

ICI)

Business

Comm.

Broker

CRM-

Application

Email server email

SAP Contact

Center

Web

Services

C

E

M

Onlin

e Inte

gra

tion

Inte

rface (

OII)


Simplified SAP Contact Center – SAP CRM server side

integration architecture

SAP Contact Center


Interaction Center

3rd party PBX

user phone Agent Desktop

Phone

call

SAP CRM

Inte

gra

ted C

om

mun

ication

Inte

rface (

ICI)

Business

Comm.

Broker

CRM-

Application

Email server email

SAP Contact

Center

Web

Services

C

E

M

Onlin

e Inte

gra

tion

Inte

rface (

OII)

Chat web

server chat

VoIP gateway

3rd party PBX

(optional)

Cu

sto

mer 1. Customer sends email

to customer service

email address

2. SAP Contact Center retrieves email

from email server, stores it to database

and “places” email to defined queue

3. SAP Contact Center unified

routing engine routes email to

best available agent according to

defined routing rules.

4. Agent accepts incoming email via

SAP CRM IC user interface and handles

it using CRM IC email handling tools


SAP Contact Center – CRM server side integration SAP Contact Center push email integration (with SAP CRM ERMS)

SAP Contact Center


Interaction Center

Agent Desktop

SAP CRM

ICI

Business

Comm.

Broker

CRM-

Application

SAP Contact

Center

Web

Services

C

E

M

Onlin

e Inte

gra

tion

Inte

rface (

OII)

E-mail

server

SA

P

co

nn

ect

ERMS

SMTP

1. Customer sends email

to customer service

4. SAP Contact Center unified

routing engine routes action item

to best available agent according

to defined routing rules

5. Once SAP CRM IC agent accepts

incoming action item, CRM IC client

fetches email content to IC client from

SAP CRM server

2. SAP CRM ERMS

retrieves email from

email server and

analyses it

3. ERMS decides to forward

email to live agent so ERMS

sends action item routing

request for SAP Contact Center


SAP Contact Center integration with SAP Cloud for Customer Integration Architecture (Supported from SAP Contact Center 7 SP6 onwards)

SAP Cloud CTI Adapter (provided by SAP Cloud for Customer)

Installed on user workstations using this integration

CDT or Convergence passes call data (caller no, called no, call id

and possible call attached data collected e.g. by IVR service) to

SAP Cloud Sales or Service UI

SAP Contact Center ClientCom not needed for incoming call

screen pop-up

■ SAP Contact Center Cloud Connector (provided by SAP

Contact Center)

DLL extension to CTI Adapter (separate installation msi-package)

Needed for click-to-call using SAP Cloud UI data

SAP Contact Center ClientCom interface needed with CDT but

not with Convergence

User Workstation

SAP Cloud CTI Adapter

for inbound screen pop-up

SAP CCtr Cloud

Connector for

click-to-call

SAP Contact

Center

SAP Cloud for

Customer

Telephony Network

SAP CCtr

ClientCom

interface

CDT

Convergence

SAP Cloud for

Sales or Service


SAP CRM Interaction Center

integrated softphone

Convergence soft phone with MS Outlook integration

capabilities

3rd party application integrated or

tailored softphone (Siebel Call Center)

External Agent functionality

thru any mobile device

SAP Contact Center enables client embedding with your existing

business process tools and back office applications


External IVR integration with SAP Contact Center Call flow example

1. Customer calls in. The call is connected via SIP

gateway and signalized via the SAP Contact Center

SIP Bridge to Contact Center core servers, from which

an available MRS is commanded to take the call.

2. If the call flow includes external IVR, a 2nd call is

being signalized to the external IVR. External IVR

receives the call ID in SIP header. The 1st call and the

2nd call are joined at the SAP Contact Center server.

3. External IVR takes the call and performs the tasks

related to the call.

4. When the IVR transaction is completed, external IVR

ends the 2nd call and sends the results via SIP X-

headers or separate XML channel.

5. Based on the input and confgured call flow SAP

Contact Center builds the 3rd call with call attached

data to the best matching available agent.

6. Agent answers the call and the 1st call and 3rd call are

joined at the SAP Contact Center server.

Contact Center server network

SIP

Contact Center client network

PSTN

SIP/H.323

gateway

Contact Center SIP

bridge

External

IVR

Contact Center CEM

Contact Center CD

HTTP/SOAP

for data exchange

Contact Center COS

server

CAD (Call

attached data)

Contact Center MRS

server

Note: MRS is the RTP routing point only if

the call is being recorded or monitored


SAP Contact Center and WFM Integration

SAP Contact

Center

Reporting

SAP Contact

Center

Monitoring

LA

N

Firewall Firewall

LA

N Real Time Agent Data (DTS)

Historical Data Feed (DTS)

ODBC

ODBC

SAP Contact Center and WFM

Integration WFM Database Server

WFM Web Server

WFM Windows Client

WFM Web Clients


Content


2. Architecture

3. Deployment



6. Security

7. Integration


9. Summary


E-mail, calendar

Other personal info mgmt apps

CRM, ERP

Other biz apps

LAN/WAN IP network

PBX network

Local PBX

Local PBX’s

SoHo /RAS

Home office Field force

Internet

Headquarters Branch office 1 … X Remote workers

C T I

PRI

PSTN /mobile network

Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

TDM based contact center with proprietary point-to-point CTI integration. Switchboard, PBX extensions and mobile users on multiple sites.

Migration starting point Fully TDM based telephony platform


In-house or hosted service

E-mail, calendar


CRM, ERP

Other biz apps

LAN/WAN IP network

PBX network

Local PBX

Local PBX’s

SoHo /RAS


Internet


PRI


Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

Taking over contact center operations. SAP Contact center agents and numbers are removed from PBX and created to SAP Contact Center. Internal

calls between SAP Contact Center and PBX are enabled through VoIP GW. Replace proprietary CTI with Web Services standard based integrations.

Migration Phase 1 Deploy SAP Contact Center for contact center operations

VoIP Gateway

SAP Contact Center

API

Web Services

IP



E-mail, calendar


CRM, ERP

Other biz apps

LAN/WAN IP network

PBX network

Local PBX

Local PBX’s


Internet


PRI


Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

Unify switchboard operations with CC operations and take over remote /mobile users by removing these users and numbers from PBX and creating

them to SAP Contact Center.

Migration Phase 2 Add switchboard and remote users to SAP Contact Center

VoIP Gateway

SAP Contact Center

API

Web Services

IP



E-mail, calendar


CRM, ERP

Other biz apps

LAN/WAN IP network

PBX network

Local PBX


Internet


PRI


Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

Gradually replacing PBX extensions and integrating mobile users to SAP Contact Center by removing these users from PBX and creating them to SAP

Contact Center. All traffic is controlled by SAP Contact Center, but some uses still old PBX extension phones (with SAP Contact Center).

Migration Phase 3 Migrate office and mobile users to SAP Contact Center at own pace

VoIP Gateway

SAP Contact Center

API

Web Services

IP



E-mail, calendar


CRM, ERP

Other biz apps

LAN/WAN IP network


Internet



Mobile users

Telephony users

Contact centers

Switchboard

Mobile users

Telephony users

Contact centers

Switchboard

Old PBX infrastructure fully removed. Converged all-IP business communications.

Migration Phase 4 Final state – all users migrated to SAP Contact Center

VoIP Gateway

SAP Contact Center

API

Web Services

IP


Content


2. Deployment Architecture

3. Software Architecture


5. High Availability

6. Integration Interfaces


8. Summary


■ Lower system installation, integration,

maintenance and scalability costs

■ Bundled solution (vs. separated

components

■ Reduced risk and complexity

■ Monitor Your Contact Center performance in real-time

■ Adapt Your Contact Center operations in real time

■ Know how, when and why Your customers are contacting Your company

■ Shorter response times due to increased agent

productivity and first time resolution rates

■ Consistent customer service across channels

■ Easy and cost efficient to leverage office and

mobile experts to serve customers within their

own expertize area

■ Respond to high contact volume peaks

Contact Center

Management

SAP Contact Center Benefits

Lower System TCO

Adapt Contact Center operations in real time Better Service to Customers

Expand Your Contact Center

resources and quality

CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n


Contact Center

Management

Proven customer value with SAP Contact Center

Lower Your System TCO

Adapt Your Contact Center operations in real time Better Service to Your Customers

Connect Your office and mobile

experts to serve Your Customers

CIO’s

Office

Contact

Center

Site 1

Back-office

and Field Contact

Center

Site n

Over 80% resolution of calls at

the first point of contact

Decreased average call handling

time by ca. 20 seconds per call

Distributed administration and easy management

resulted 50% savings in contact center operational

costs.

Over 10% savings in contact center operating costs

■ Six-digit savings on annual

basis for forwarded calls

■ Live in 3 months with very

stable system

Better utilization of expertise and

resources cuts customer waiting

time down from 60 to 29 secs.

■ Ability to use call center

resources more effectively

http://www.sky.de/web/cms/de/index.jsp

http://www.sky.de/web/cms/de/index.jsp


Elements to become the Best Run Customer Service

with SAP Contact Center

Understand Your Customer Interface Take Decisions to Action Achieve Remarkable Results

Understand Your customers’

requirements and behaviors

Get real-time feedback on Your

strengths and weaknesses

Plan long-term goals based on facts

Deploy contact center services across

Your organization

Adapt Your customer experience in

real-time

Stay ahead of Your competitors

Use contact center as a strategic asset

for creating customer value

Maximize contact center performance

Avoid unnecessary investments

Best Run Customer Service

Customer facing employees

(front line and experts)

Operations management

Systems management


Complete

Contact

Center

Suite Inbound

Outbound

Backoffice

Experts

IVR

Native

integration

to SAP

business

applications


Powerful

Agent UI enables consistent handling of all contact channels,

resulting higher agent productivity and quality

Powerful operations management tools for team leaders and

supervisors with state-of-the-art reporting

New administration tools to adjust customer experience and

contact center operations in real time

Reliable

Improved high availability for continuous 24/7 operations

Increased load capacity and scalability

Highly granular access control and security model supporting

demanding data privacy policies

Versatile

Bundled suite for Inbound and Outbound contact centers

On-premise and Cloud deployments for single and

multi-site customers

Stand-alone and integrated with SAP and non-SAP business

applications

Understand

Your

Customer

Interface Take

Decisions

to Action

Achieve

Remarkable

Results

Engaging

user

experience

Easy-to-use

customer

interface

management

Cloud and

On-premise

deployment

models

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Contact information:

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