OSRAM AG Switzerland and UK OSRAM Ltd. SAP lead a Munich business communications management, July 26th with OSRAM AG Switzerland and the OSRAM Ltd. UK put two more subsidiaries of OSRAM AG in their contact centers on the IP-based communication solution for SAP according to OSRAM China lighting Ltd. business communications management. Again, the YouCon GmbH, headquartered in Munich and Vienna is responsible for the installation of the IP solution and its integration with the CRM applications. Employees of OSRAM customer service in St Helens at Manchester and Winterthur are supported in the future business communications management in many ways through the use of SAP, which benefit the contact center agents as well as the customers. Accessibility and efficiency in customer communication are factors that are becoming increasingly important for the market success of our industry. After the positive experience with YouCon and SAP business communications management in China want we use now in key locations in Europe the communication solution,”explains Christian Wittlif at OSRAM.
Because the software completely relies on standard interfaces, YouCon could link them in China with existing hardware and software systems and as a result both create synergies and realize the transition smoothly. Since then all calls over SAP business communications management and all emails and faxes via SAP CRM run in our contact center in Foshan. Thanks to the integration of the systems the service employees have there a consistent user interface to manage all customer contacts.” SAP business communications management is an IP-based communications solution that provides functions for the contact channel cross-business communication. The software replaces the parallel operation of insulated telephone systems, which are used in call centers and enterprise telephony. Logical interconnection of different locations creates a seamless connection between different tasks and knowledge institutions and departments. The software enables a dynamic allocation of the capacity of the in – and outbound as well as a better resource utilization with minimal training.