By outsourcing infrastructure upkeep and application maintenance to a hosted partner environment, the IT team responsible for contact center support has regained 20% of their daily work time and redefined their role with their internal customers. Today, instead of following the business, the IT team provides strategic, innovation-enabling support. Employees and agents alike appreciate the omnichannel support through Skype for Business, which allows them to move from IM or voice to desktop sharing quickly to resolve issues in real time.
“All the employees really appreciate that voice, chat, desktop sharing are all supported with one client. With just one click, the agent can take control to address the problem. Agents and employees appreciate that it’s all possible and it’s seamlessly done with one solution,” explains Robert Coomans, Service Manager for Contact Center Technology at SAP.
SAP is one of the world’s largest business software company specializing in enterprise application software. Founded in 1972 and headquartered in Walldorf, Germany, the company employs 85,000 people in 130 countries and serves more than 350,000 customers across 180 countries worldwide.
SAP develops technologies that help companies revolutionize everything from cancer treatments to flood prevention. Their goal is to enable teams to work together more efficiently and use business insight more effectively to help the world run better and improve people’s lives. In order to achieve their mission to ‘Run Simple,’ SAP relies on their technological and business know-how to make the world a better place.
SAP operates more than 15 global call centers across the world that support internal and external customer requests at a ratio of approximately 40/60 (internal/external). Call center services include the IT Helpdesk, Financial Service Center and HR call line for employees, as well as Sales, Marketing and Customer Service call centers for external customers. These centers range in size from 5 agents to more than 800 agents. The majority of agents have dual roles that require them to split their time between handling calls and performing other office work. Call centers sit in different geographies and report to independent teams which all have unique requirements.