Bucher + Suter Software
Multi Channel Adapter for SAP
Bucher + Suter’s Multi Channel Adapter (MCA) for SAP is a pre-packaged integration of SAP CRM and Cisco's Unified Contact Center Enterprise (UCCE) solution. It is the central server component that manages the real time flow of interactions between the SAP desktop user interface and Cisco's UCCE. MCA for SAP utilizes Cisco’s Intelligent Contact Management to route phone calls, tasks, text chats and E-mail to the best skilled agents, who can accept and manage these interactions using their SAP Graphical User Interface (GUI).
- b+s MCA for SAP Architecture
MCA for SAP provides full CTI functionality which can reduce costs and improve efficiency. The solution pops customer information into the agent's SAP CRM application with a call, text chat or E-mail arrival, facilitating lookup of SAP information by phone number, E-mail address, Caller Entered Digits, customer input on a website etc. Agents can conference, transfer and accept interactions from within the SAP communications toolbar. The system logs all activities (both inbound and outbound) for real time and historical reporting.
- Example of UCCE Text Chat Routing To SAP
- Example of UCCE Email Routing To SAP
Key Features of MCA for SAP
- Universal queuing (voice, chat, E-mail, fax, service requests, sales orders etc.)
- Intelligent voice, email and chat routing to skill groups based on ANI, DNIS, Caller Entered Digits (CED), subject or group/department email address or customer input on website (e.g. filling out a form)
- Screen pop
- Softphone call and task control
- Agent can conference, transfer and accept interactions from within the SAP Agent GUI
- Pop customer information to the agent's SAP GUI on call, chat, E-mail, fax, trouble ticket or sales order arrival
- Warm, blind and consult transfers
- Agent to group and agent to agent chat transfer with screen pop
- CUCM based silent monitoring
- Agent not ready with reason
- Supports Cisco Mobile Agent
- SSL encryption
Key Benefits of MCA for SAP
- Screen pops can shorten the time agents spend on inbound calls by as much as 10 - 20 seconds
- Increase agent occupancy by leveraging idle agents during slow periods to answer email and chat requests
- All interactions are controlled via a single interface
- No need to switch between applications
- Streamlines agent workflow
- Reduces agent training
- Pre-integrated solution provides rapid and reliable deployment and lowers implementation costs
