Supported Platforms: mySAP™ CRM and Cisco UCC Express
By implementing CISconn a company can achieve significant
productivity gains and improvements in quality of service. CISconn enables agents to use
mySAP™ CRM as their single user interface and can greatly improve call management in
the IVR including caller identification, call routing on business data, screen
pre-population, agent status management and much more.
CISconn is a middleware solution running on a dedicated server that resides between UCC
Express and mySAP™.
From the SAP side CISconn acts as a standard SAPphone
™ CTI interface and communicates with the SAP CIC module via RFC protocol. Agents
have full call control
and manage their UCC Express status from the SAP GUI (or the IP phone).
On the UCC Express side CISconn provides custom JAVA classes to enable communication from
IVR scripts utilizing
XML-RPC and JTAPI – through Cisco CallManager – for call and agent status
control. Information from UCC Express, like agent state changes or custom data queries,
is passed in real-time to the CISconn Server and on to the SAP application.
Flexible configuration allows low-cost HW implementation
for non-production environments so many virtual CISconn Servers can run on one platform,
communicating to one UCC Express system on one end, and connect to their individual SAP
instances on the other. More than 120 concurrent calls can be handled by either logically
clustering agents with dedicated CISconn Server for each cluster or with SAP server sizing
and load balancing.
KEY FEATURES & FUNCTIONS
- Full CTI functionality from the SAP GUI – call control capabilities include: dial,
answer, drop, hold, transfer, conference, and UCC Express login/logout with agent status
management (ready/not ready)
- Allows SAP data access from the IVR scripts – e.g. user
identification/authentication based on SAP master data, simple queries and data entry to
support
self-service from the IVR
- Allows collection and manages IVR activity info as call attached data (CAD) during
the IVR session and not only passes it to the Agent's SAP GUI but can carry it to the next
agent with a call transfer
- All call control and UCC Express status management remains unhindered from the Cisco IP
Phone and Agent Desktop
- Enterprise application management support – easy to use administration utility,
logging, and advanced failover support with auto-connect feature to standby SAP and UCC
Express systems
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SOLUTIONS BENEFITS
- Increased customer satisfaction – due to reduced wait time and faster service.
Using IVR callers are automatically identified and the relevant data is available to the
agent in SAP via pop-up windows
- Increased agent productivity – average call duration is reduced due to better
workflow automation, information
flow and IVR activity visibility, and convenient click-to-dial feature from SAP
- Single unified user interface, SAP GUI, creates increased efficiency, requires less
training, and no additional applications (e.g. UCC Express Agent Desktop) are needed to
access the phone functions
- When a call is transferred between agents, all the SAP data is passed on with the call
– thereby boosting
agent efficiency, eliminating data re-entry/manual errors and avoiding customer
inconvenience
- Maximizes ROI for existing investments – CISconn enables companies to realize
exceptional benefits and achieve a superior ROI on their costly mySAP™ CRM and Cisco
UCC Express implementations
- Supported SAP applications: mySAP ERP 4.6 or above, SAP CRM 3.0, 3.1, 4.0 or above, SAP
ISU 4.6 4 and Cisco UCC Express 3.x, 4.0.x (premium with Cisco IP Phone Agent is
required)
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Contact Information |
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TC&C
180 Main Street, Suite 2100
Hackensack, NJ 07601
USA
800.981.TCNC (262) Toll Free
201.342.4695 Telephone
888.221.6684 Fax
sales-usa@tcandc.com
www.tcandc.com |
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