CCW 2013: holistic approach to service communication ecenta Walldorf presented, on this year’s Call Center World focuses on solutions that enable a holistic approach in the service communication the 01 February 2013 of ecenta AG. The integration of social media monitoring, CRM and multichannel communication plays an important role here. How this can be done, shows the company from Walldorf at stand A13 in Hall 2. Also presents two solutions that have been recently certified by SAP as a rapid deployment solutions ecenta from February 26 to 28 in Berlin. “Contact Center as well as companies which service and customer communication play a major role, facing major challenges through social media: more than ever, disappointed customers spread their displeasure with the help of social media and this often long undetected by companies”, explains Joachim Schellenberg, Manager of business development at the ecenta AG.
They react fast and efficient, then developed quickly a storm, the bad press, decreasing image values and often decline resulted has become.” In response to this development center world presents ecenta on the next call strategies and solutions, through the targeted use of can recognize a Shitstorm gathering of social media monitoring and CRM and avert. At the same time demonstrated the software and consulting company focused on process and technology consulting and the implementation of SAP AG software, how modern communications technology helps to make customers through excellent services positive ambassadors of the company. An important role plays the IP-based software solution SAP business communications management (SAP BCM), that provides all functions for the contact channel cross-customer communication. Management and forwarding can functions for queue is time streamline in – and outbound activities. Also due to the interconnection of different locations and communication channels Fixed-line, mobile telephony, E-Mail, fax, SMS and instant messaging – a seamless connection between different functions and departments. Also the link between communication and work processes is possible, for example, by integrating SAP BCM and the CRM.