IVR Systems Help to Collect Precise Business Partner Information

IVR systems have proven to help businesses streamline their sales initiatives and improve customer service operations. The recent technology from SAPexperts helps to shed more light on how specifically IVR systems go about serving these vital operational purposes.

By using computer telephony integration, SAP CRM can automatically identify a customer who is calling. This, according to SAPexperts, 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. Nevertheless, specific knowledge is required to properly gather the necessary data from the customer, compile it, and send it to SAP CRM using CMS.

"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," said Bob Croce, product director of SAPexperts, in a statement.

Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting, is the author of this technology. Silva has been working with telephony systems, Voice over Internet Protocol, and contact center solutions since 2001, and SAP CRM and SAP Business Communications Management since 2009.

How IVR systems are assisting daily business processes

Read more here about how IVR systems are assisting daily business processes and operational efficiency including major security concerns in a recent article from TMC’s David Sims.