Collect Precise Business Partner Information With IVR

This article will update you on the necessary information to be able to accurately configure an IVR in SAP Business Communications Management dealing with customer information.

This article creates a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data.By using computer telephony integration, SAP CRM can automatically identify a customer who is calling, which reduces the average wait and handling times and improves the customer's experience when contacting an interaction center.

The SAP Business Communications Management

With the SAP Business Communications Management, SAP provides an end-to-end solution. But specific knowledge is needed in order to properly gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS. Bob Croce, product director of SAPexperts comments, "This article will update you on the necessary information to be able to accurately configure an IVR in SAP Business Communications Management dealing with customer information."

About the Authors: Heber Olivar Silva is an SAP CRM/BCM Consultant and VoIP (Voice over Internet Protocol) innovation specialist who has been working with telephony systems, voice-over IP, and contact center solutions since 2001, and SAP CRM and SAP Business Communications Management since 2009.

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