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Public
SAP Contact Center software version 7
SAP Contact Center Product Management
2014
Technical Overview
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 3 Public
SAP Contact Center software Bundled Contact Center Suite
Inbound Contact Center
Outbound Contact Center
Expert and Mobile Users
Automated Services (/IVR)
SAP Contact Center Capabilities
Business Process capabilities in SAP
Deep SAP Business Context Integration thru Open Interfaces
SAP Contact Center solution helps organizations to rapidly reach performance,
quality and cost targets, especially in distributed customer service operations.
SAP Contact Center links communications with the appropriate business context by networking with
other SAP and non-SAP business solutions and collaboration tools. This helps organizations improve
customer service, streamline business processes, decrease human latency and increase agility.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4 Public
SAP Contact Center software Key Solution Capabilities
Inbound
Contact Center
Expert and Mobile
Users
Automated Voice
Self-Services (IVR)
Outbound
Contact Center
Voicemail and Messaging Services
Consolidated Administration, Management, and Control
Softphone, IP Deskphone and Mobile Clients
Presence and Directory Services
Call Recording and Contact History Services
Corporate communication services
Deep SAP Business Context Integration thru Open Interfaces
Unified Multi-Channel Contact Routing
Voice over IP Telephony Services
Online Monitoring, Reporting and Analysis Tools
Customer Service Operations
So
luti
on
ca
pab
ilit
ies
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Public
Consuming SAP Contact Center
Contact Center Agents
integrated with SAP CRM
Stand-alone
SAP Contact Center Agents
Expert and Mobile Users
Contact Center Manager /Supervisor /Analyst Users
Automated
Voice Self-Services
Business and Technical Administrator Users
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6 Public
SAP Contact Center for Best Run Customer Service
Easy to consume and tailor to
your needs
Efficient to operate and
adapt in real-time
Best practice deployment with
SAP ecosystem
Ensure greater consistency and quality
across multiple contact channels
Accelerate adoption of customer
service tools among experts by
bringing the functions to their existing
mobile phones and desk phones.
Equip customer facing persons with
data and tools that enable them to
perform in customer interactions
Enable operations management to
adjust the customer experience to meet
the customer demand
Combine multiple sites into one
manageable contact center entity
Monetize your investments thru native
integration with SAP CRM, ERP and BI
Create end-to-end customer service
processes
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7 Public
Complete
Contact
Center
Suite Inbound
Outbound
Backoffice
Experts
IVR
Native
integration
to SAP
business
applications
SAP Contact Center for Best Run Customer Service
Powerful
Agent UI enables consistent handling of all contact channels,
resulting higher agent productivity and quality
Powerful operations management tools for team leaders and
supervisors with state-of-the-art reporting
New administration tools to adjust customer experience and
contact center operations in real time
Reliable
Improved high availability for continuous 24/7 operations
Increased load capacity and scalability
Highly granular access control and security model supporting
demanding data privacy policies
Versatile
Bundled suite for Inbound and Outbound contact centers
On-premise and Cloud deployments for single and multi-site
customers
Stand-alone and integrated with SAP and non-SAP business
applications
Understand
Your
Customer
Interface Take
Decisions
to Action
Achieve
Remarkable
Results
Engaging
user
experience
Easy-to-use
customer
interface
management
Cloud and
On-premise
deployment
models
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9 Public
SAP Contact Center Deployment Architecture Example
Access Network
Telephone network (PSTN, Mobile, IN)
Internet
Customer
communication
channels
Phone E-mail Fax Sms
VoIP gateways (or SIP Trunk) and SAP Contact Center servers • On-Premise • Or On-Demand /Cloud
Office LAN
SIP GW or SIP Trunk Firewall
Data Center
LAN
SAP CCtr Application srv
CRM, ERP, etc. servers
IP IP
CC Agents Mobile agents /users
IP deskphone (SIP) users
Remote users using
PSTN connected phone
IP
Administrators
Corporate data network
Corporate e-mail srv
SAP CCtr Web srv
E1/T1/J1
Web form
SAP Contact Center clients/terminals 1. Administrative users 2. CC Managers /Supervisors 3. CC Agents (softphones) 4. Mobile agents 5. IP desk phone users 6. Remote and 3rd party
telephone users
Chat
IP
CC Managers /Supervisors
1. Customer calls
e.g. Help Desk
number
2. Call arrives to VoIP
Gateway which
send SIP signaling
message to SAP
Contact Center
system
4. VoIP Gateway
routes RTP
stream to defined
IP address
5. CC Agent answers
the call using SAP
Contact Center softphone
(with USB headset)
SAP CCtr DB srv
3. SAP Contact
Center locates
free agent. SIP
signaling msg is
sent back to
VoIP Gateway
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SAP Contact Center 7 System Architecture
Standard
interfaces
and web
services for
integration
Bundled
contact
center
features
VoIP/chat
switching
and other
message
broking
HA
concept,
software
logistics
and
system
monitoring
User interfaces designed for productivity
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11 Public
SAP Contact Center 7 and communication channels
Mobile
agent
Internet chat web
server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphone
user
Corporate email
server
Chat
GSM/3G
Contact Center
Agent
Office LAN
Data
Cente
r LA
N
Firewall
Firewall
IVR
Call (voice)
GSM/3G
SAP Contact Center Servers
SIP/H.323 GW /
SIP Trunk
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Phone call routing example
Connection
Server
SIP/H.323
Bridge Agent
Server
Communication
Event Manager
Call
dispatcher
Mobile
agent
Internet chat web
server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphone
user
Corporate email
server
Chat
GSM/3G
Contact Center
Agent
Office LAN
Data
Cente
r LA
N
Firewall
Firewall
IVR
Call (voice)
GSM/3G
1. VoIP Gateway
receives a new call
to customer service
number
6 .Agent sees the incoming
phone call and answers to call.
Command to connect call is
relayed throughout the system
and the voice is establsihed
between end points
Media
Routing
Service
2. New call request message is
sent via SIP Bridge to Call
dispatcher. Call dispatcher
finds the right destination
(extension on CEM server)
based on switching rules
3. Communications Event Manager queuing
rule is activated. No agents are free and
thus CEM starts to play queue music and
announcements
SIP/H.323 GW /
SIP Trunk
4. Media routing service
plays queue announcement
5 CEM server locates free agent
and sends routing request
message for Agent Server
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E-mail routing example
Connection
Server
IMAP / SMTP
Agent
Server
Email sender
Communication
Event Manager
Mobile
agent
Internet chat web
server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphone
user
Corporate email
server
Chat
GSM/3G
Contact Center
Agent
Office LAN
Data
Cente
r LA
N
Firewall
Firewall
IVR
Call (voice)
GSM/3G
1. New email arrives
Corporate email
server (IMAP4)
2. Email Channel process reads new
message e.g. every 30 seconds. Process
stores new email to Operative database.
3. CEM server locates free agent
and sends routing request
message for Agent Server
4. Agent sees the incoming email and
starts working with a email. Content
(full body and attachments) are
downloaded from agent server
5. Agent compiles answer e.g. using
answer libraries. Once answer is ready,
agent sends the email response to the
customer. Agent server stores the
response to Operative database
6. Email sender compiles new
message from database queue
and sends response to next
hop email server (SMTP).
SIP/H.323 GW /
SIP Trunk
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Chat routing example
Connection
Server
Chat portal
server
Agent
Server
Chat server Communication
Event Manager
Mobile
agent
Internet chat web
server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphone
user
Corporate email
server
Chat
GSM/3G
Contact Center
Agent
Office LAN
Data
Cente
r LA
N
Firewall
Firewall
IVR
Call (voice)
GSM/3G
1. Customer initiates
a chat session from
Company’s web page
2. Chat web server sends the chat request to
Contact Center Chat portal server, from which the
Chat server routes the chat event to CEM for
routing. CEM post automatic answers to the chat
3. CEM selects available agent and
chat is alerted on agents screen
4. Agent accepts the chat request.
CEM drops out from the chat
session and agent is added as an
participant to the chat session.
SIP/H.323 GW /
SIP Trunk
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Fax routing example
Connection
Server
IMAP / SMTP
Agent
Server
Email sender
Communication
Event Manager
Mobile
agent
Internet chat web
server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphone
user
Corporate email
server
Chat
GSM/3G
Contact Center
Agent
Office LAN
Data
Cente
r LA
N
Firewall
Firewall
SIP/H.323 GW /
SIP Trunk
IVR
Call (voice)
GSM/3G
1. New fax arrives to
Fax server (3rd party
product) e.g. from
number +12233445566.
Fax server converts fax
as email (attachment)
and sends email to
corporate email server
3. Email Channel process reads new
message e.g. every 30 seconds. Process
stores new email to Operative database.
4. CEM server locates free agent
and sends routing request
message for Agent Server
5. Agent sees the incoming email and starts
working with a email and opens fax attachment.
Content (full body and attachments) are
downloaded from agent server
6. Agent compiles answer e.g. using answer
libraries. Once answer is ready, agent sends
the email response to the customer e.g. in
format [email protected]
(sending format depends on fax-server setup
/functionality).
6. Email sender compiles new
message from database queue
and sends response to next
hop email server (SMTP).
Fax
Server
2. Email (with fax
attachment) arrives
to Corporate email
server (IMAP4)
7. Fax server
receives /retrieves
email, converts
body message (or
attachment) as fax
and sends fax to the
customer number
(e.g. +12233445566
in this example)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16 Public
SMS routing example
Connection
Server
IMAP / SMTP
Agent
Server
Email sender
Communication
Event Manager
Mobile
agent
Internet chat web
server (or
equivalent)
Customer
PSTN
Internet
Administrator Deskphone
user
Corporate email
server
Chat
GSM/3G
Contact Center
Agent
Office LAN
Data
Cente
r LA
N
Firewall
Firewall
SIP/H.323 GW /
SIP Trunk
IVR
Call (voice)
GSM/3G
1. New sms arrives to
SMS GW (3rd party
product, e.g. operator
service) e.g. from
number +19988776655.
SMS GW converts sms
as email and sends
email to Corporate
email server
3. Email Channel process reads new
message e.g. every 30 seconds. Process
stores new email to Operative database.
4. CEM server locates
free agent and sends
routing request
message for Agent
Server
5. Agent sees the incoming email and
starts working with a email. Content (full
body) are downloaded from agent server
6. Agent compiles answer e.g. using answer
libraries. Once answer is ready, agent sends
the email response to the customer e.g. in
format [email protected]
(sending format depends on sms-gw setup
/functionality).
6. Email sender compiles new
message from database queue
and sends response to next
hop email server (SMTP).
SMS
Gateway
2. Email (converted
sms msg) arrives to
Corporate email
server (IMAP4)
7. SMS GW
receives email,
converts body
message as sms
msg and sends sms
to the customer
mobile number (e.g.
+19988776655 in
this example)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 17 Public
SAP Contact Center 7
Monitoring and Reporting subsystem
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 18 Public
SAP Contact Center 7
Softphone Client Architecture
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 19 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 20 Public
Deployment – Platforms and devices
• SAP contact center product is designed to run on Windows operating system
• Microsoft SQL Server as a database
• Clients run on Windows desktop
• Number of voice gateways and other devices have been tested with Contact
Center
(see compatibility list for more details – available on service market place)
• Citrix client virtualization can be used with clients (see Citrix compatibility
statement for details)
• Contact center supports Software Virtualization with VMware (see VMware
compatibility statement for details)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 21 Public
Deployment – Software logistics overview
SAP Contact Center Servers 1. HAC process is
installed on the server
and host server can
be part of host
configuration model
2. Virtual Units are modeled
Virtual Unit defines entity of SAP
Contact Center software components
and IP address for the processes.
Virtual Unit is managed by HAC that
starts /stops and monitors the process
on the host machine
3. SAP Contact Center Software modules are
installed and maintained into the
Virtual Unit.
Changes e.g. SAP Contact Center software
updates are deployed from central Infrastructure
Administrator (IA) console into Virtual Unit
instances on a host server.
High Availability Controller (HAC ) process controls and monitors SAP Contact Center software components
Virtual Unit is managed entity which has own failover rules, own designated IP address and own software modules (executables)
SAP Contact Center Software is deployed and maintained into all server instances with Infrastructure Administrator (IA) tool
Virtual Unit structure allows running multiple instances of same software on same server
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 22 Public
Deployment - Software Packages
35 installation packages / software modules (installable with IA tool)
14 predefined virtual unit templates for easy installation
• Own templates can be created by system administrators
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Deployment – System Monitoring in IA tool (sample)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 24 Public
Deployment – Client software
1. Client Terminal – Automatic installation and update (only SP7 onwards)
• Directly from web server (see next slide for more information)
• Combination of browser supported ActiveX component and SAP Contact Center provided technology
• Installs without Windows admin rights
2. Client Terminal – Software distribution using enterprise software distribution
system (e.g. MS SCCM)
• Packages provided as MSI packages
• Multiple versions can be supported at the same client (e.g. test system/production)
• Required version level can be controlled from the server
3. Client terminal - Thin client support
Supports Citrix desktop virtualization (more details in Citrix compatibility statement)
4. System configurator and infrastructure administrator UI – Automatic
installation and update
• Directly from web server
• Java web start technology
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Deployment – Client Terminal software auto-update
CC Agent
Workstation SAP CCtr
Web Server
Pre-requisites 1) Configure CC Agents IE web browser settings to enable SAP Contact Center client terminal software auto-update
2) Configure SAP Contact Center web server to support client terminal software auto-update
1. User opens IE browser (8 or newer) and enters CDT softphone URL
2. Client Terminal Proxy (ActiveX) is embedded to the web page.
Proxy acts as a downloader for the Client Terminal Core
3. Downloader checks from the server if Client Terminal Core
needs to be updated
4. If Client Terminal Core version update is required (or Core does not exist),
the latest version will be automatically downloaded to workstation
Proxy
CAB
Core CAB
incl. USB
support
5. Normal user authentication process starts
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 26 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-Tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 27 Public
SAP Contact Center 7
Multi-Tenancy and Hosting
Public
telephony
connection
tier
Core
server
tier
Agent
connection
tier
SAP Contact Center has unique multitenant
architecture.
Same server platform may host multiple tenants.
Each tenant has
Own SAP Contact Center software
(tenants may run different software versions)
Own access point (IP /http address)
Own federative security model
(certificates, firewall rules,
virtual networks)
Own database instances
Own system settings and data
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 28 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 29 Public
SAP Contact Center 7
High Availability and Load Balancing
1..N
Public
telephony
connection
tier
Core
server
tier
Agent
connection
tier
No single point of failures – SAP Contact Center 7 software
components can be deployed in one-to-many clustered mode
System scales vertically and horizontally supporting load
sharing
Load balancing mechanism distributes load
evenly across the system
Lossless switch-over is
supported in case of planned
maintenance – on going calls are
maintained and new calls are
routed via active instances.
Certain modules support functional
roles for dedicated usage scenarios
agents admin
HAC monitors, alarms and logs changes in Contact Center software
statuses (alarms can be sent as SNMP traps, e-mail or SMS
messages)
+ HAC process recovery mechanisms in case of process failure
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 30 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 31 Public
Security – Key Features
• Secure connections between client and server (using TLS)
• Secure internal server connections (using TLS)
• TLS for external server communications SIP, SOAP, HTTP(S)
• Encrypted voice between SAP Contact Center client and servers (SRTP)
• Authentication models (basic username/password and/or X.509 certificate based)
• Single-sign-on with certificates
• Role based access control model
• Configurable password policy
• Encrypted passwords
• Audit logging
• Call barring rules for managing call destinations
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 32 Public
Security - server roles and network topology
1. Basic setup - client and server networks are separated (database on own net)
2. DMZ setup can be supported with server roles
(SAP Contact Center services may be distributed)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 33 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 34 Public
SAP Contact Center 7 at the center of integration
Analysis and reporting
Backoffice collaboration
tools
Telephony systems and
devices
Voice
selfservices
Web collaboration
Line of Business system
Workforce optimization
Verint, Nice,
Teleopti
SAP CRM,
SAP ERP
SAP Cloud
for Customer
SAP Business Objects
MS Reporting Services
MS Outlook /Office
MS Lync
Voxeo
CreaLog
West
SAP CRM
Web Channel AudioCodes
CISCO, Dialogic, SIP Trunks,
Plantronics, GNNetcom, Polycom…
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 35 Public
SAP Contact Center integration focus
Chat
Fax
Call
Web form Terminal adaptation and client side integration
System/server level integration
Ch
an
nels
SA
P C
on
tact
Cen
ter
SMS SAP CCtr
database CRM or
ERP Service mgmt
3rd party
communication
systems, e.g.
speech recognition
quality monitoring
SAP Contact Center solution role: • Communication Channels
• Intelligent Contact Routing
• Communication UI tools/functionality
• Contact mgmt monitoring & reporting
• Integration methods/tools
Import/Export
jobs
Directories
AD/ HR /
Campaigns
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 36 Public
SAP Contact Center integration interfaces
Chat
Fax
Call
Web form Terminal adaptation and client side integration
System/server level integration (web services)
Ch
an
nels
Client Core Client Com
Screen
pop-ups
Softphone
embedding
SIP
SOAP
HTTP
SMTP
IMAP
OII
Agent
Interaction
handling
between
servers
DAI
Directory
and
availability
integration
ACI
Admin and
mgmt tool
integration
TMI
Email and
task mgmt
integration
RDI
Reporting
statistics
integration
SMS
PSI
Presence
subscription
and
delivery
3rd party
quality
management
systems
QMI
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 37 Public
SAP Contact Center integration interfaces
Interfaces overview 1/2
ClientCom Client side integration interface (COM, Component Object Model)
Provides easy screen pop-up integration methods and call control from 3rd party application
while SAP Contact Center softphone (CDT, Communication Desktop) is running on the
background
ClientCore Client side integration interface (.NET)
Enables building of a totally customized softphone user interface or fully embedding softphone
functionalities into 3rd party application like CRM or ERP user interface
SIP Bridge Server side integration interface (SIP)
Provides SIP protocol bridge to enable interoperability with other SAP Contact Center
installations or to integrate 3rd party telephony systems with SAP Contact Center, e.g. IP-PBXs,
VoIP-enabled speech recognition or text-to-speech systems, voice portals, and conferencing
systems
SIP X-headers or
External IVR interface
Server side integration interface (SIP and SOAP)
Contact Center system can relay calls to external speech recognition / IVR over SIP. SIP X-
headers or separate SOAP data interface is used to send data to SAP Contact Center system or
to query statistical information from SAP Contact Center system
Online Integration
Interface (OII)
Server side integration interface (Web Services: XML /SOAP over HTTP)
Provides methods for such functionality as handling user /agent status, handling channel/queue
assignments (e.g. login / logout) and performing telephony operations in an SAP Contact Center
system. For example SAP CRM integration is using OII interface on SAP Contact Center side.
Quality Monitoring
Interface (QMI)
Server side integration interface (RTP and Web Services: XML /SOAP over HTTP)
Enables 3rd party call recording system integration with SAP Contact Center (IP calls related
RTP stream and related call data over XML /SOAP interface)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 38 Public
SAP Contact Center integration interfaces
Interfaces overview 2/2
Task Management
Interface (TMI)
Server side integration interface (Web Services: XML /SOAP over HTTP)
Provides methods for embedding task handling tools into 3rd party application while task routing,
monitoring and reporting remains on SAP Contact Center functionality. Tasks typically are
emails, web-contacts, faxes, SMS-messages, user created tasks or 3rd party system generated
tasks (alarms, etc)
Reporting Data
Interface (RDI)
Server side integration interface (Web Services: XML /SOAP over HTTP)
Provides access to SAP Contact Center historical reporting statistics. For example, to combine
contact volume and handling statistics with other SAP or 3rd party application statistics such as
revenue or other financial data. The existing SAP BI – SAP Contact Center reporting data
integration is using RDI interface towards SAP NetWeaver
Administration and
Configuration
Interface (ACI)
Server side integration interface (Web Services: XML /SOAP over HTTP)
Allows to integrate SAP Contact Center user administration functionality with other SAP or 3rd
party applications or create new – partner or customer specific – user administration UIs. With
ACI interface, SAP Contact Center users can be created, modified and deleted for example via
company Human Resources (HR) system allowing HR system to act as a centralized user
account information source for IT systems such as SAP Contact Center
Directory and
availability interface
(DAI)
Server side integration interface (Web Services: XML /SOAP over HTTP)
Provides access to SAP Contact Center directory (phone directories) and user presence
/availability data. DAI can be used, e.g. to access directory and presence information services
via company intranet, or to integrate other SAP or 3rd party access control systems to SAP
Contact Center
PSI (Presence
Synchronization
Interface)
Enables integration party to subscribe to SAP Contact Center presence and update presence
information into SAP Contact Center system. Used e.g. with MS Lync presence module.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 39 Public
SAP Contact Center Integration with SAP CRM
Agent Desktop
Cu
sto
mer
SAP Contact Center
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 40 Public
Simplified SAP Contact Center – SAP CRM server side
integration architecture
SAP Contact Center
softphone and SAP CRM
Interaction Center
Agent Desktop
SAP CRM
Inte
gra
ted C
om
mun
ication
Inte
rface (
ICI)
Business
Comm.
Broker
CRM-
Application
Email server email
SAP Contact
Center
Web
Services
C
E
M
Onlin
e Inte
gra
tion
Inte
rface (
OII)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 41 Public
Simplified SAP Contact Center – SAP CRM server side
integration architecture
SAP Contact Center
softphone and SAP CRM
Interaction Center
3rd party PBX
user phone Agent Desktop
Phone
call
SAP CRM
Inte
gra
ted C
om
mun
ication
Inte
rface (
ICI)
Business
Comm.
Broker
CRM-
Application
Email server email
SAP Contact
Center
Web
Services
C
E
M
Onlin
e Inte
gra
tion
Inte
rface (
OII)
Chat web
server chat
VoIP gateway
3rd party PBX
(optional)
Cu
sto
mer 1. Customer sends email
to customer service
email address
2. SAP Contact Center retrieves email
from email server, stores it to database
and “places” email to defined queue
3. SAP Contact Center unified
routing engine routes email to
best available agent according to
defined routing rules.
4. Agent accepts incoming email via
SAP CRM IC user interface and handles
it using CRM IC email handling tools
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 42 Public
SAP Contact Center – CRM server side integration SAP Contact Center push email integration (with SAP CRM ERMS)
SAP Contact Center
softphone and SAP CRM
Interaction Center
Agent Desktop
SAP CRM
ICI
Business
Comm.
Broker
CRM-
Application
SAP Contact
Center
Web
Services
C
E
M
Onlin
e Inte
gra
tion
Inte
rface (
OII)
server
SA
P
co
nn
ect
ERMS
SMTP
1. Customer sends email
to customer service
4. SAP Contact Center unified
routing engine routes action item
to best available agent according
to defined routing rules
5. Once SAP CRM IC agent accepts
incoming action item, CRM IC client
fetches email content to IC client from
SAP CRM server
2. SAP CRM ERMS
retrieves email from
email server and
analyses it
3. ERMS decides to forward
email to live agent so ERMS
sends action item routing
request for SAP Contact Center
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SAP Contact Center integration with SAP Cloud for Customer Integration Architecture (Supported from SAP Contact Center 7 SP6 onwards)
SAP Cloud CTI Adapter (provided by SAP Cloud for Customer)
Installed on user workstations using this integration
CDT or Convergence passes call data (caller no, called no, call id
and possible call attached data collected e.g. by IVR service) to
SAP Cloud Sales or Service UI
SAP Contact Center ClientCom not needed for incoming call
screen pop-up
■ SAP Contact Center Cloud Connector (provided by SAP
Contact Center)
DLL extension to CTI Adapter (separate installation msi-package)
Needed for click-to-call using SAP Cloud UI data
SAP Contact Center ClientCom interface needed with CDT but
not with Convergence
User Workstation
SAP Cloud CTI Adapter
for inbound screen pop-up
SAP CCtr Cloud
Connector for
click-to-call
SAP Contact
Center
SAP Cloud for
Customer
Telephony Network
SAP CCtr
ClientCom
interface
CDT
Convergence
SAP Cloud for
Sales or Service
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 44 Public
SAP CRM Interaction Center
integrated softphone
Convergence soft phone with MS Outlook integration
capabilities
3rd party application integrated or
tailored softphone (Siebel Call Center)
External Agent functionality
thru any mobile device
SAP Contact Center enables client embedding with your existing
business process tools and back office applications
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External IVR integration with SAP Contact Center Call flow example
1. Customer calls in. The call is connected via SIP
gateway and signalized via the SAP Contact Center
SIP Bridge to Contact Center core servers, from which
an available MRS is commanded to take the call.
2. If the call flow includes external IVR, a 2nd call is
being signalized to the external IVR. External IVR
receives the call ID in SIP header. The 1st call and the
2nd call are joined at the SAP Contact Center server.
3. External IVR takes the call and performs the tasks
related to the call.
4. When the IVR transaction is completed, external IVR
ends the 2nd call and sends the results via SIP X-
headers or separate XML channel.
5. Based on the input and confgured call flow SAP
Contact Center builds the 3rd call with call attached
data to the best matching available agent.
6. Agent answers the call and the 1st call and 3rd call are
joined at the SAP Contact Center server.
Contact Center server network
SIP
Contact Center client network
PSTN
SIP/H.323
gateway
Contact Center SIP
bridge
External
IVR
Contact Center CEM
Contact Center CD
HTTP/SOAP
for data exchange
Contact Center COS
server
CAD (Call
attached data)
Contact Center MRS
server
Note: MRS is the RTP routing point only if
the call is being recorded or monitored
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 46 Public
SAP Contact Center and WFM Integration
SAP Contact
Center
Reporting
SAP Contact
Center
Monitoring
LA
N
Firewall Firewall
LA
N Real Time Agent Data (DTS)
Historical Data Feed (DTS)
ODBC
ODBC
SAP Contact Center and WFM
Integration WFM Database Server
WFM Web Server
WFM Windows Client
WFM Web Clients
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 47 Public
Content
1. SAP Contact Center overview
2. Architecture
3. Deployment
4. Multi-tenancy and Hosting
5. High Availability and load balancing
6. Security
7. Integration
8. Phased Deployment
9. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 48 Public
E-mail, calendar
Other personal info mgmt apps
CRM, ERP
Other biz apps
LAN/WAN IP network
PBX network
Local PBX
Local PBX’s
SoHo /RAS
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
C T I
PRI
PSTN /mobile network
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
TDM based contact center with proprietary point-to-point CTI integration. Switchboard, PBX extensions and mobile users on multiple sites.
Migration starting point Fully TDM based telephony platform
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 49 Public
In-house or hosted service
E-mail, calendar
Other personal info mgmt apps
CRM, ERP
Other biz apps
LAN/WAN IP network
PBX network
Local PBX
Local PBX’s
SoHo /RAS
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PRI
PSTN /mobile network
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
Taking over contact center operations. SAP Contact center agents and numbers are removed from PBX and created to SAP Contact Center. Internal
calls between SAP Contact Center and PBX are enabled through VoIP GW. Replace proprietary CTI with Web Services standard based integrations.
Migration Phase 1 Deploy SAP Contact Center for contact center operations
VoIP Gateway
SAP Contact Center
API
Web Services
IP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 50 Public
In-house or hosted service
E-mail, calendar
Other personal info mgmt apps
CRM, ERP
Other biz apps
LAN/WAN IP network
PBX network
Local PBX
Local PBX’s
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PRI
PSTN /mobile network
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
Unify switchboard operations with CC operations and take over remote /mobile users by removing these users and numbers from PBX and creating
them to SAP Contact Center.
Migration Phase 2 Add switchboard and remote users to SAP Contact Center
VoIP Gateway
SAP Contact Center
API
Web Services
IP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 51 Public
In-house or hosted service
E-mail, calendar
Other personal info mgmt apps
CRM, ERP
Other biz apps
LAN/WAN IP network
PBX network
Local PBX
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PRI
PSTN /mobile network
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
Gradually replacing PBX extensions and integrating mobile users to SAP Contact Center by removing these users from PBX and creating them to SAP
Contact Center. All traffic is controlled by SAP Contact Center, but some uses still old PBX extension phones (with SAP Contact Center).
Migration Phase 3 Migrate office and mobile users to SAP Contact Center at own pace
VoIP Gateway
SAP Contact Center
API
Web Services
IP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 52 Public
In-house or hosted service
E-mail, calendar
Other personal info mgmt apps
CRM, ERP
Other biz apps
LAN/WAN IP network
Home office Field force
Internet
Headquarters Branch office 1 … X Remote workers
PSTN /mobile network
Mobile users
Telephony users
Contact centers
Switchboard
Mobile users
Telephony users
Contact centers
Switchboard
Old PBX infrastructure fully removed. Converged all-IP business communications.
Migration Phase 4 Final state – all users migrated to SAP Contact Center
VoIP Gateway
SAP Contact Center
API
Web Services
IP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 53 Public
Content
1. SAP Contact Center overview
2. Deployment Architecture
3. Software Architecture
4. Multi-tenancy and Hosting
5. High Availability
6. Integration Interfaces
7. Phased Deployment
8. Summary
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 54 Public
■ Lower system installation, integration,
maintenance and scalability costs
■ Bundled solution (vs. separated
components
■ Reduced risk and complexity
■ Monitor Your Contact Center performance in real-time
■ Adapt Your Contact Center operations in real time
■ Know how, when and why Your customers are contacting Your company
■ Shorter response times due to increased agent
productivity and first time resolution rates
■ Consistent customer service across channels
■ Easy and cost efficient to leverage office and
mobile experts to serve customers within their
own expertize area
■ Respond to high contact volume peaks
Contact Center
Management
SAP Contact Center Benefits
Lower System TCO
Adapt Contact Center operations in real time Better Service to Customers
Expand Your Contact Center
resources and quality
CIO’s
Office
Contact
Center
Site 1
Back-office
and Field Contact
Center
Site n
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 55 Public
Contact Center
Management
Proven customer value with SAP Contact Center
Lower Your System TCO
Adapt Your Contact Center operations in real time Better Service to Your Customers
Connect Your office and mobile
experts to serve Your Customers
CIO’s
Office
Contact
Center
Site 1
Back-office
and Field Contact
Center
Site n
Over 80% resolution of calls at
the first point of contact
Decreased average call handling
time by ca. 20 seconds per call
Distributed administration and easy management
resulted 50% savings in contact center operational
costs.
Over 10% savings in contact center operating costs
■ Six-digit savings on annual
basis for forwarded calls
■ Live in 3 months with very
stable system
Better utilization of expertise and
resources cuts customer waiting
time down from 60 to 29 secs.
■ Ability to use call center
resources more effectively
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 56 Public
Elements to become the Best Run Customer Service
with SAP Contact Center
Understand Your Customer Interface Take Decisions to Action Achieve Remarkable Results
Understand Your customers’
requirements and behaviors
Get real-time feedback on Your
strengths and weaknesses
Plan long-term goals based on facts
Deploy contact center services across
Your organization
Adapt Your customer experience in
real-time
Stay ahead of Your competitors
Use contact center as a strategic asset
for creating customer value
Maximize contact center performance
Avoid unnecessary investments
Best Run Customer Service
Customer facing employees
(front line and experts)
Operations management
Systems management
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 57 Public
Complete
Contact
Center
Suite Inbound
Outbound
Backoffice
Experts
IVR
Native
integration
to SAP
business
applications
SAP Contact Center for Best Run Customer Service
Powerful
Agent UI enables consistent handling of all contact channels,
resulting higher agent productivity and quality
Powerful operations management tools for team leaders and
supervisors with state-of-the-art reporting
New administration tools to adjust customer experience and
contact center operations in real time
Reliable
Improved high availability for continuous 24/7 operations
Increased load capacity and scalability
Highly granular access control and security model supporting
demanding data privacy policies
Versatile
Bundled suite for Inbound and Outbound contact centers
On-premise and Cloud deployments for single and
multi-site customers
Stand-alone and integrated with SAP and non-SAP business
applications
Understand
Your
Customer
Interface Take
Decisions
to Action
Achieve
Remarkable
Results
Engaging
user
experience
Easy-to-use
customer
interface
management
Cloud and
On-premise
deployment
models
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
F name MI. L name
Title
Address
Phone number
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