The more efficient handling of customer data still significant potential into Walldorf, the 02.02.2010 – media breaks is one of the biggest challenges for communications-intensive enterprises according to your contact center experts of ecenta AG currently in the current year. Through the integration of different channels and media, as well as the adjustment of the Kommunikationsinfrastrukur to the business processes, the loss of data and the inefficient management of customer relationships, but could be minimized. The pressure has also increases the economic crisis of the past few months on companies – and I count the entire range of communication – to use their resources as efficiently as possible. administrator. In addition numerous scandals to purloined or lost records have shown how lax some organizations may use the information about customers and business partners”, reported Joachim Schellenberg, business development manager of ecenta AG. One reason for the inefficient handling and sometimes even loss of Is a customer information, as well as the defendant often poor customer service via phone or eMail in variety of media breaks, which we still find at many ministries.” A media break is always, if there are significant delays in the transfer of information from one medium to the other, or external intervention is required. A classic example is the digitization of a handwritten note by manually scanning. In contact centers, media breaks are a particularly common and on the other hand, especially where serious consequences in terms of rising costs, data loss and information mismanagement,”said Joachim Schellenberg.
Phone calls take place often over analogue systems, faxes can be printed out and center agents placed the call on the table. It must then often in another system such as SAP first find the data of the caller or sender’s CRM -, ableichen, and possibly correct. There error due to media breaks are pre-programmed, that today a company no longer afford can.” In the introduction of a uniform IP environment, Schellenberg sees a good chance as much as possible to avoid media discontinuities. Most companies have resilient networks and high-performance servers, which is often still large potentia. I would strongly advise any company to check whether it sustainably improve can customer service and data management BCM, for example, through the introduction of VoIP, digital reception of faxes and the usage of an IP Platform for all communication processes such as, for example, SAP”. During the Call Center World the ecenta AG introduces CRM integration of SAP BCM at its booth (Hall 3, booth number 3A5) with SAP.