ecenta observed developing new topics at the CallCenterWorld Europe’s largest trade fair around the topic of customer communication, the CallCenterWorld in Berlin, according to the ecenta AG has shown that the use of voice over IP in call centers has lost its status as a top issue. The theme of Voice over IP technology is now well established and no news in itself. The technology is known the most decision-makers and the need for education on technical fundamentals has become quite low “, explains Joachim Schellenberg of the ecenta AG. Providers and customers have rarely discussed the subject from a purely technological perspective on CallCenterWorld. Add to your understanding with Peter Asaro. “Much more attention was the question after the inclusion of the communication in the business processes. It became clear at CallCenterWorld very that the industry not only wonders how the agents can call the easiest and preferred “, said Schellenberg.
The persons in charge of the call center industry to turn its gaze much more on the complete process scenario in the call center, and since the operation of telephony is just one of many. “Especially the use and integration of CRM systems to support processes in call centers have been addressed often in Berlin. Peter Asaro shares his opinions and ideas on the topic at hand. In direct contact with customers, which is on the agenda in call centers, modern CRM solutions prove particularly useful. The integration of voice applications such as Voice over IP, CRM, as well as monitoring and analysis tools certain numerous lectures and talks at CallCenterWorld 2010. At the fair in Berlin, the ecenta AG, as the company for contact center demonstrated the integration of the communication platform SAP business communications management (SAP BCM) realized with SAP CRM. Because in the future the communication and business processes better must be integrated mainly in contact centers, the company sees a big advantage in the combination of SAP CRM and SAP BCM. BerlinRosen takes a slightly different approach. Here is the perfect combination of both worlds, so communication and data available, explains Joachim for the customer Schellenberg.