SAP BCM - contact center and enterprise telephony in one

Click here to watch SAP BCM and SAP CRM IC demo

SAP Business Communications Management (BCM) is an all- IP telephony software package that enables a single, integrated system to be used for both customer service and enterprise telephony.
SAP BCM combines voice and data traffic with information systems and databases to produce a centrally-managed system that allows unified queuing, prioritizing and routing of all contacts – fixed telephone, mobile, e-mail, fax, voice mail, web contacts, chat and SMS.
With SAP BCM, you are able to utilize the knowledge and expertise from anywhere in your organisation to efficiently and effectively administer sales force and customer service operations.

SAP BCM brings communications logic to core business processes with a unified ip telephony solution

SAP BCM allows you to control, measure, and adjust your key business processes from sales to customer support.

More sales

Improved efficiency and accuracy in order handling

Increase in customer retention and satisfaction

Reduced costs and improved customer service quality

With SAP BCM, cost savings come from an increase in productivity, better motivation, and the extended availability of your workforce. In other words, you can save a lot while improving your service levels.
"SAP´s solution enables us to respond to service peaks effectively and flexibly. As a result, our service levels have risen well above the level that was customary before implementing the solution. The solution has also diversified the job responsibilities of contact center agents, thus raising their motivation." -Ms. Marja-Terttu Kanerva, Contact Center Manager, VR Group (Finnish Railways)

Grows with your business

A SAP BCM IP telephony solution flexibly adjusts to your current and future requirements to ensure the continuity and profitability of your business. The solution can be implemented as an on-demand service or an in-house system.
"The robustness of SAP´s solution was an essential criterion in our choice of system. SAP BCM software enables us to meet our challenges successfully, both now and in the future." -Mr. Petri Carpén, Deputy Managing Director, Luottokunta

Deploys in days

A SAP BCM solution is fully interoperable with any existing telephony system and can be deployed exceptionally fast. You don´t need to wait months to get results. Instead, a SAP BCM solution can be smoothly deployed on a location-bylocation or user-by-user basis, independent from the underlying infrastructure and telecom operator. Even the most advanced functionality is easy to use and does not require days of user training.
"With SAP BCM software we are able to provide our customers with large-scale, tailor-made contact center solutions with rich functionality with a low up-front investment and fast deployment time." -Mr. Markus Naaf, Member of Branch Management, T-Systems

Faster time to margin with proven results

SAP BCM means a solid, reliable, and field-proven technology investment. The total cost of ownership will be remarkably lower with an industry-standard-based system, and fast deployment ensures you a faster time to margin. Over 200 customers in 13 countries have experienced the effectiveness of SAP BCM software.
"The SAP BCM contact center solution has elevated our customer service, business administration, and employee satisfaction to new levels, bringing us considerable financial benefits." -Ms. Marketta Kaario, Customer Manager, Sanoma Magazines

Multi-channel connectivity for your business needs

Channels

Functions

As the world's leading provider of business software, SAP delivers products and services that help accelerate business innovation for our customers. By using SAP solutions, organizations of all sizes – including small businesses and midsize companies – can reduce costs, improve performance, and gain the agility to respond to changing business needs.
With SAP BCM software, voice and data traffic, information systems, and databases are combined into a centrally-managed system that allows unified queuing, prioritizing and routing of all contacts – fixed telephone, mobile, e-mail, fax, voice mail, web contacts, co-browsing and SMS. SAP BCM software is used by over 200 companies in 18 countries.