DESKTOP CONNECT

for SAP CRM

The solution that unites Avaya Communication Manager with CRM desktops

EVERYTHING YOU NEED TO KNOW

As one of the leading CRM systems in the world, SAP CRM redefines how processes and data are integrated across the enterprise, transforming the way business collaborate and communicate with their customers, employees and partners. But with the addition of Avaya telephony, SAP CRM has just become even more powerful.

Desktop Connect unites SAP CRM with the world’s most popular call centre solution, Avaya Aura® Communication Manager (Avaya CM), to provide the CRM application with sophisticated contact centre capabilities. By equipping SAP CRM with a unified agent desktop, intelligent screen-pop and softphone, Desktop Connect lets organizations communicate more effectively across multiple communication channels. And because pertinent customer information is always at their fingertips, agents are empowered to make calls faster and more efficiently and so deliver unparalleled customer care.

Crossing technology and network boundaries, Desktop Connect for SAP CRM provides a seamless, ‘out-of-the-box’ solution that eradicates the need for reliance on the expensive professional services that are typically associated with integration. By leveraging the capabilities of Avaya CM and SAP CRM, Desktop Connect delivers substantial improvements in staff efficiency, significant reductions in costs, and transforms the service that local government can provide to the public.

ALL ABOUT DESKTOP CONNECT for SAP CRM

OUT-OF-THE-BOX SCREEN-POP

Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect for SAP CRM, an out-of-the-box screen-pop comes as standard. With every new call, a screen-pop instantly appears on the agent desktop, containing customer specific information that can be acquired from a phone number, IVR information, or information the agent has entered. With pertinent customer information immediately to hand, agents can not only shave seconds off call handling times – often as much as 15-20 seconds, but also have the resources necessary to resolve customer issues on the first attempt and provide the exceptional customer care that will set you far apart from your competitors.

Have your customer information immediately to hand
Quick, easy access to all the resources an agent needs
UNIFIED AGENT DESKTOP

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly in to SAP CRM, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state and conduct calls effortlessly. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand.

CLICK-TO-DIAL WITHIN SAP CRM

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed in Salesforce. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory. Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Record calls & access recordings from within SAP CRM
CALL RECORDING INTEGRATION

Desktop Connect for SAP CRM automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for SAP CRM keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

CONSOLIDATED SAP CRM REPORTING

Desktop Connect for SAP CRM automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for SAP CRM keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

Keep track of every customer interaction
HIGHLIGHTS

Integrates Avaya Telephony with SAP CRM

Out-of-the-Box Screen-Pop

Single, Intuitive SAP CRM Desktop

Click-to-Dial from within SAP CRM

Call Recording Integration

Consolidated SAP CRM Reporting

Shaves Seconds off Call Handling Times

SCREENSHOTS

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