SAP Contact Center Integrated with SAP CRM
On-Premise and Cloud for Customer SAP Contact Center software version 7
SAP Contact Center Product Management
2014 Public
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated
with SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 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 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
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Human latency in
communications between
colleagues, partners and
customers on process
related actions can cause
significant delays and
decreased quality in
business processes.
“ The best practice /Your design of the process
Linking communication
tools and events with
business processes
increases performance
and quality.
“ The result once communication is linked with processes
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9 Public
“
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
What if….
… it only took a mouse click to communicate with your customers
and colleagues?
… while reviewing a lead, your account managers could see whether the
colleague who qualified the lead is currently available for a phone call?
… all your customer facing personnel had access to communication
features previously available only to your call center agents?
… you could ensure real time execution on steps in a business process in
the same way you manage incoming phone calls?
... you could see in real-time how your process execution maps with your
communication events.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10 Public
SAP Contact Center integrates with SAP Business
Applications
SAP Contact Center
integrated with SAP CRM
SAP Contact Center
integrated with SAP ERP
SAP Contact Center integrated with
SAP Cloud for Customer
Advantages of end-to-end SAP approach
Single vendor responsibility
Pre-built out-of-the-box interfaces eliminates the need for 3rd party middleware and CTI connector licenses
Straight-forward upgrades of individual modules
Better utilization of know-how and skills related to business applications
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated
with SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 12 Public
SAP Contact Center enabled functionality in SAP CRM
Inbound multi-channel support Internet services and telemarketing Extending the contact center
Inbound contact routing
Calls, e-mails, fax, letters, SMS
messages, chat
Interactive voice response integrated to
call flows
Reporting data integration
Outbound telemarketing campaigns
Preview, progressive,
predictive
Web channel support
(chat, call me back)
CTI for all CRM business roles
Instant messaging
Action item routing
Presence
Context transfer
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 13 Public
SAP Contact Center Positioning
Customer
SAP Business Suite
SAP CRM
SAP Contact Center SAP CRM
all business
roles
SAP BW /Analytics
Marketing
Sales
Service
Accounting
Logistics
…
Reporting Integration
Inbound
contact centers
Personal
telephony
Mobile
contact centers
and telephony
Outbound
contact centers
Unified Contact Routing
IVR and Voicemail Services
Online Monitoring, Reporting and Analysis
Centralized Management and Administration
Directory and Presence Services
Voice Logging
Corporate communication services
Solu
tio
n c
apab
ilitie
s
Contact Channels
Contact Routing
Interaction and
Communications
SAP CRM + SAP Contact Center = Best Run Customer Service
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 14 Public
SAP CRM and SAP Contact Center Server Side Integration
Agent Desktop
SAP CRM
Inte
gra
ted
Com
munic
ation
Inte
rface (
ICI)
CRM- Application
SAP Contact
Center
Web
Services
C
E
M
Onlin
e Inte
gra
tion
Inte
rface (
OII
)
SA
Pconnect
ERMS
Business Comm. Broker
3rd party PBX
user phone
Phone
call
Chat web
server Chat
VoIP gateway
3rd party PBX
(optional)
Cu
sto
mer
E-mail Server E-mail
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15 Public
SAP CRM in virtual desktop (e.g. Citrix) using
SAP Contact Center in Multi-Terminal Desktop
(MTD) mode
SAP CRM with SAP Contact Center Softphone
with PC headset or handset
SAP Contact Center 7 enables flexible communications
for SAP CRM users
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16 Public
Improve Customer Interaction handling by an
Integrated Agent User Interface
SAP Contact
Center softphone
functionality
integrated with
Interaction Center
toolbar
SAP Contact
Center routes
both voice calls
and push emails
to Interaction
Center agents
Accelerate, simplify and improve
quality of business interactions through
SAP Contact Center softphone integrated with
SAP CRM Interaction Center
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Telephony
Integration
Multichannel Integration in IC WebClient
Integration
Chat
Integration
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Interaction Center Capabilities of SAP CRM
Marketing
Sales
Customer Service
Shared Services
Interaction Center
Management
Interaction Center Analytics
Customer
Shared
Services
Customer
Service
Sales Marketing
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 19 Public
Marketing – Execute Campaigns, Generate and Manage
Leads, Make Offers
Reduce marketing costs by tightly coupling
marketing efforts and with seamlessly
coordinated call lists, agent scripts, and
promotions – all through multiple channels
Campaign execution to execute campaigns on multiple
channels, including outbound dialing, e-mail, and more
Lead management to increase lead conversion rates by
intelligently assigning leads to the best sales agent and
accurately qualifying leads through surveys and other
functions
Personalization to enable presenting the right product
and offer to the right person, for increased cross-sell
and up-sell opportunities
Customer
Benefits
Reduce marketing costs
Improve marketing effectiveness
Streamline marketing execution
Increase visibility and ability to
track marketing activities
Marketing
Shared
Services
Customer
Service
Sales
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Sales – Manage Accounts, Contacts, Activities,
Opportunities, Quotes and Orders
Increase sales volumes by enabling agents to
drive more qualified leads into the pipeline,
target existing customers with cross-sell and
up-sell opportunities, and process orders
Account and contact management to capture and
monitor all critical information about the customer for a
complete view
Activity management to efficiently trigger and track
follow-on tasks and business activities and to allocate
resources to them
Opportunity management to provide complete visibility
into an opportunity’s history, milestones, progress, and
decision makers
Quotation and order management for sales order
management capabilities to configure products,
determine pricing, create proposals, and track orders
Customer
Sales
Shared
Services
Customer
Service
Marketing
Benefits
Increase sales volume
Target customers with more
effective offers
Improve order accuracy
Increase customer satisfaction
Track and manage sales more
effectively
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 21 Public
Customer Service – Resolve Customer Issues;
Provide Status of Pending Requests
Resolve issues quickly through a single
desktop capability to research technical
questions, handle complaints, confirm
entitlements, and schedule field service
appointments
Customer service and support to resolve customer
service issues without multiple transfers
Complaint management to address customer
complaints through financial credits, returns processing,
and managing business rules for issue escalation
Help desk to provide an initial response or assessment
of customer issues leveraging a knowledge base, or to
check status on pending requests
Customer
Customer
Service
Shared
Services
Sales Marketing
Benefits
Increase first contact resolution
rates
Reduce customer service costs
Improve customer satisfaction
Improve agent productivity
Reduce error rates
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 22 Public
Shared Services – Manage Internal Helpdesks for HR,
Accounting, or IT Service Issues
Deploy an employee interaction center,
accounting interaction center, or IT service
desk
Employee interaction center ensures delivery of
accurate, consistent information to employees in a
service-oriented, cost-effective manner. Scripts and
alerts guide HR specialists through the most common
transactions, such as changing benefits or updating
employee information.
Accounting interaction center enables companies to
automate the operations of their accounts payable help
line, enabling agents to respond to common inquiries
and check the status of payments
IT service desk enables agents to categorize and
dispatch service requests based on customer inquiries
and related business rules. Handle IT-related incidents
in a standard IT infrastructure library (ITIL) environment.
Customer
Shared
Services
Customer
Service
Sales Marketing
Benefits
Reduce IT costs by leveraging a
consistent help desk system
across multiple areas
Increase employee and vendor
satisfaction through more
consistent and effective customer
service
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 23 Public
Customer
Customer
Service
Sales Marketing
Shared
Services
Interaction Center Management – Multi-channel
communications, E-mail Response, and Process Modeling
Control and monitor the interaction center –
including communication channels, e-mail
response management, and process modeling.
Communication channels to provide a wide range of
touch points, including Web, e-mail, telephony, fax, and
postal letters to meet customers‘ increasing interaction
channel demands
E-mail response management to provide automated e-
mail analysis, routing and response based on
configurable rules
Process modeling to provide guidance through
interactive scripts and automated escalation procedures
– based on defined business rules
Benefits
Provide more effective customer
service across multiple channels
of interaction, increasing customer
satisfaction
Increase service consistency
through agent scripting and
guidance
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 24 Public
Interaction Center Analytics – Measure Performance and
Take Action with a Range of Analytics
Identify problems and trends; take corrective
action to ensure high customer satisfaction and
profitability
Communications analytics for common interaction
center metrics, such as average handling time and
average speed of answer
Process-based analytics for metrics associated with
business processes, such as items completed by agent
and first call resolution
Blended analytics for metrics that blend multiple
elements, such as average handling time by problem
type
Customer
Shared
Services
Customer
Service
Sales Marketing
Benefits
Increase visibility into contact
center operations
Establish and track metrics that
correspond to both operational
and business goals
Increase contact center
performance by taking action
based on data
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 25 Public
Versions
Functionality
BCM 5.5 SR1
and CRM 4.0
SIE
BCM 6.0 and
CRM 4.0 SIE
BCM 6.0 and
CRM 5.1
BCM 6.0 and
CRM 7.0
BCM 6.0 SP10
and CRM 7.0
EhP1
BCM 7 SP0 -
SP5 and CRM
7.0 EhP1 &2
BCM 7 SP6
and CRM 7
EhP1, 2 &3
Inbound call handling X X X X X X X
Email handling X X X X X X X
Click-to-dial X X X X X X X
Context transfer X X X X X X X
Chat handling X X X X X X
ERMS support X X X X X
Communication toolbar
in all CRM business roles X X X X
Contextual presence X X X X
Action item routing X X X X
Simultaneous contacts
(email and call/chat) X X X
CRM internal instant
messaging support X X X
Action item routing using
agent skills X X
SAP CRM outbound with
SAP CCtr OB dialer X X
SAP Contact Center
absence profiles in IC UI X X
Multi-session chat X
Integrated functionality with
SAP Contact Center and SAP CRM versions
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 26 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated with
SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 27 Public
SAP Contact
Center
Calls with pre-routing and IVR
SAP CCtr
IVR
Customer
SAP CRM
• Priority
• Target team
• Open orders or
issues
• Account
responsible
person(s)
• Last agent
• Skills needed
Queue selection
Agent selection Call
Call event
Call event
• IVR selections to info field
• Automated opening of
open tickets / orders /
issues
Call pre-routing using SAP Contact Center IVR Transmitting the contact metadata with the call
Silent IVR querying information from SAP CRM / SAP ERP
(Netweaver): Priority, Target team, Open issues. Account
responsible person(s). Skills
IVR with pre-routing options (target queue status) and
conditional announcements
■ Call Attached Data (CAD) transfers the call metadata to
selected agent
■ CRM displays Agent information and IVR collected data on
Agent info-field
■ CRM can be configured to automatically navigate to any open
issues or tickets the identified customer is having
Call
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Call handling functions
Customer
Call handling in SAP CRM Accessing 2nd level experts
Customer identification using ANI
Full call control in SAP CRM UI, incl. consultation calls
Call control functions and ANI supported in all SAP CRM
roles
SAP Contact Center Supervisor tools enable silent
monitoring and coaching
■ Call transfers can be done using blind transfer (cold), thru
consultation call (warm) and via 3-way conference call (assisted)
■ Call Attached Data (CAD) further transfers the call metadata to
extended contact center user
■ SAP CRM uses SAP Contact Center capability to transfer the
context (e.g. screen content) with the call
Call
Call
transfer
with
context
Call
Full telephony
controls
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 29 Public
Email using ERMS
SAP Contact
Center
Company’s
email server
Customer
SAP CRM
Queue selection
Agent selection
Push item (email)
Email for routing
• Target queue
(team)
• Skills required
• Priority
Email handling with SAP CRM and SAP Contact Center ERMS advantages
SAP CRM retrieves emails from company’s email server.
ERMS can do text analysis, perform automatic answers and
suggest answers for the agent
SAP Contact Center takes care of the email routing. The
routing can be done based on target queue (team), skills and
priority.
SAP Contact Center performs the Agent selection, after which
the email is pushed to the corresponding agent for processing.
■ ERMS increase the email handling efficiency by enabling
agents to process emails is less time by proposing answers
and answer templates based on email content.
■ SAP Contact Center enables push workflow for ERMS
process, thus increasing throughput and optimizing the channel
blending.
ERMS
Action
item
event
Email event
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 30 Public
Web chat and Internal IM
SAP Contact
Center
Company’s
web server
Customer
SAP CRM
Queue selection
Agent selection
Chat
Chat
Providing web chat channel for customers SAP Contact Center powers the CRM internal IM/chat
SAP Contact Center enables web chat handling in SAP CRM.
The chat initialization is done on Company’s web server. The
initialization can happen thru a clickable object (e.g. button), or
pro-actively by suggesting chat possibility if there are free
agents available.
SAP Contact Center takes care of the chat flow. The chat
content is pushed to SAP CRM IC for processing.
■ SAP CRM has an internal Instant Messaging / Chat channel,
which is powered by SAP Contact Center.
■ SAP Contact Center delivers real-time presence information to
SAP CRM
■ The SAP Contact Center powered internal chat enables SAP
CRM users to communicate and share CRM content with each
other during customer service.
Chat
Chat
Chat server
Chat portal srvr
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 31 Public
Multi-session chat Maximum 6 simultaneous chat sessions (Supported from SAP Contact Center 7 SP6 onwards)
SAP Contact
Center Customer(s)
SAP CRM
Queue selection
Agent selection
Chat(s)
Chat(s)
Improving Agent productivity by multi-session chat In-built multi-modality
Agent can handle up to 6 simultaneous chat sessions in SAP
CRM Interaction Center UI.
Multi-session chat can be activated and adjusted for each
agent and/or agent group separately, based on agents’
personal capabilities.
SAP Contact Center provides monitoring and reporting to
analyze agent productivity and service levels related to multi-
session chat.
■ While chatting, agent can start parallel a phone call with the
customer or colleague.
■ While chatting, agent can parallel compose an email to
customer, as for example agreed in the chat.
■ SAP Contact Center universal queue pushes calls, emails and
chats to the agents, thus optimizing the agent utilization and
service levels.
Chat(s)
Chat server
Chat portal srvr
Company’s
web server
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 32 Public
Letters and Fax
SAP Contact
Center
Scanning
process
Customer
SAP CRM
Queue selection
Agent selection
Push item (letter/fax)
Letter / fax for routing
• Target queue
(team)
• Skills required
• Priority
Letter
/ Fax
ERMS
Action
item
event
Email event
Letter and fax handling with SAP CRM and SAP Contact
Center
Unified channel routing advantages thru SAP Contact
Center
Letters and faxes are technically handled as emails
SAP Contact Center takes care of the letter and fax routing.
The routing is done based on target letter and fax queues
(team), skills and priority.
SAP Contact Center performs the Agent selection, after which
the letter/fax is pushed to the corresponding agent for
processing.
■ SAP Contact Center enables push workflow for letters and fax
handling process, thus increasing throughput and optimizing
the channel blending.
■ The quantity and handling times of letters and faxes are
monitored in real time. The reporting provides comprehensive
analytics for process follow-up and development.
Attachment
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Business process push / action items
SAP Contact
Center
SAP CRM
Queue selection
Agent selection
Push item
(action item)
Action item for routing
• Target queue
(team)
• Skills required
• Priority
Action
item
event
Action item
event
Use action items routing to accelerate your workflows Outcome of business process push
SAP Contact Center takes care of the action item routing. The
routing can be done based on target queue (team), skills and
priority.
The action items can be sent to SAP Contact Center routing
manually, or they can be triggered automatically, e.g. when
defining a service ticket priority as very high. The rules are
configured in SAP CRM.
Agents receive action items as push items
■ Improves the throughput time and responsiveness to tickets
and action items
■ Routing, queuing and handling times can be monitored in real-
time against SLA targets
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 34 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated with
SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 35 Public
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Call controls User’s own status
indicator
Directory and
presence
Without the capability SAP Contact Center integrated with SAP CRM
■ No linkage between the communication and business partner.
This leads to longer call handling times.
■ With non-integrated systems agent needs to navigate between
several user interfaces
■ Customer gets a non-professional image of a company
■ Agent has immediately all business partner relevant data in
sight, thus shortening call handling times
■ Agent can handle all customer information and
communications thru single User Interface
■ SAP CRM users’ personal productivity increases, while
customers’ service is better
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 36 Public
SAP Contact Center role at SAP Link Communication Tools and Events with Business Processes
Real-time presence and
collaboration tools Business context
Ms. Shirley Bishop
Without the capability SAP Contact Center integrated with SAP CRM
■ Knowing the case responsible persons is difficult
■ When communicating with them, user does not know if they
are available or not
■ This leads to long lead times and ineffective usage of
resources
■ Case responsible persons and their presence conveniently
visible in the CRM UI. Convenient usage encourages people to
collaborate.
■ Communication with colleagues made easy. No unnecessary
time wasted in finding answers and help.
■ Real-time collaboration reduces process cycle times.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 37 Public
SAP Contact Center enabled communication hyperlinks in
SAP CRM
Increasing personal productivity with communication hyperlinks in SAP CRM UI
Without the capability SAP Contact Center integrated with SAP CRM
■ User must look-up phone numbers on the screen and
punch them in to the desk phone or mobile phone.
■ Probability for errors as high as with the yellow pages.
■ For inbound calls either no screen pop-ups, or pop-ups only
thru tedious custom coded desktop integration
■ Users can click to dial within the business context /process
without changing apps
■ For inbound calls, user screen is populated with caller (and
context) details
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 38 Public
SAP Contact Center enabled Instant Messenger in SAP
CRM
Increasing personal productivity by communicating with colleagues with a click
Without the capability SAP Contact Center integrated with SAP CRM
■ User must rely on external chat engines to connect with
colleagues.
■ When messaging, CRM specific business context cannot be
transferred
■ Colleague must manually search for the right business context
■ Presence, collaboration and business context seamlessly
integrated - connect people in disparate locations by text, voice
and CRM Context sharing
■ Convenient usage encourages people to collaborate
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 39 Public
SAP Contact Center supports Media Blending in SAP CRM
Increasing customer satisfaction by blending interactions over multiple channels
Without the capability SAP Contact Center integrated with SAP CRM
■ Switching the communication channel creates separate
interactions
■ Increased frustration for customers who initially connect via
the Web and who wish to be called back immediately
■ Internal communication requires a manual step to start each
communication channel
■ Ease and flexibility in switching communication channels (e.g.,
from a customer initiated chat to a call to the customer)
■ Avoid redundant interactions
■ Ease in translating an IM conversations to telephone calls or
emails
■ Context transfer is easy
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 40 Public
SAP Contact Center enables Context Transfer in SAP CRM
Case: With call transfer
Transferring
business context
with a call
Accepting the call and receiving
business context with it
Without the capability SAP Contact Center integrated with SAP CRM
■ Difficult to find and initiate the contact with the right person
■ The business context can not be transferred between users
■ The contacted person needs to manually search for the proper
business context
■ Presence, collaboration and business context seamlessly
integrated
■ Easy to find the right and available person, initiate contact and
transfer the business context before or during the collaboration
■ Easy and flexible to choose the context
■ Significantly increase personal and team productivity
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 41 Public
SAP Contact Center enables Context Transfer in SAP CRM
Case: Manual context transfer thru SAP Contact Center powered IM
Increasing efficiency and convenience with context transfer
Without the capability SAP Contact Center integrated with SAP CRM
■ Difficult to find and initiate the contact with the right person
■ The business context can not be transferred between users
■ The contacted person needs to manually search for the proper
business context
■ Presence, collaboration and business context seamlessly
integrated
■ Easy to find the right and available person, initiate contact and
transfer the business context before or during the collaboration
■ Easy and flexible to choose the context
■ Significantly increase personal and team productivity
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 42 Public
SAP Contact Center supports Multiple Sessions in SAP
CRM
It is often necessity for agents to handle multiple customer interactions at one time
Without the capability SAP Contact Center integrated with SAP CRM
■ One user is reserved for one interaction at one time – and
there is no way to enable multi-tasking for certain users or
channels.
■ Limits flexibility and responsiveness especially in smaller
teams
■ Users can process multiple customer interactions in parallel
■ Multi-session supported across different communication
channels, e.g. accepting a phone call while processing e-mail
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 43 Public
SAP Contact Center Integrated Multi-session Chat with SAP CRM (Supported from SAP Contact Center 7 SP6 onwards)
Integrated Multi-Chat
SAP Contact Center provides multi-session support for chat
channel. A single agent can run up to 6 chat sessions
simultaneously.
Multi-session chat utilizes the multi-session capabilities of
SAP CRM Interaction Center
The integration of SAP Contact Center and SAP CRM is
native. No middleware or CTI licenses needed.
SAP Contact Center provides multi-modality for your customer
service. Agents can handle calls, emails, action items and
chats based on the contact load.
SAP Contact Center helps you to optimize your agent
utilization thru universal queuing and routing logic.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 44 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated with
SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 45 Public
Outbound campaigns integration
• SAP CRM telemarketing campaigns are integrated
with SAP Contact Center outbound dialer
• Campaign planning and scripting, as well as call
lists are defined in SAP CRM
• Call lists and call list updates are automatically
transferred to SAP Contact Center.
• Outbound call handling is done in SAP CRM
Interaction Center UI.
• SAP Contact Center Monitoring and Reporting
provide analytics of dialer and agent efficiency.
• Call campaign result analytics (e.g. Sales) is done
using SAP CRM analytics tools.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 46 Public
Outbound Contact center Telesales campaigns dialing modes
Preview dialing Preview dialing functionality
Outbound campaign telesales call request is routed to agent screen
Outbound agent clicks call button to call customer
Once agent finishes current telesales call, next telesales call request is routed to
agent screen
Progressive dialing Progressive dialing functionality
Outbound campaign telesales call request is routed to agent screen
Outbound call is automatically dialed to customer number
Once agent finishes current telesales call, next telesales call request is routed to
agent screen with automated dial
For more effective outbound telesales operations
Predictive dialing * Predictive dialing functionality
Predictive dialing engine makes outbound telesales calls automatically based on
outbound campaign call /customer list
Dialing algorithm balances automated dialing rate in real time based on
agent availability and multiple call handling related statistics
Campaign manager can adjust dialing algorithm parameters
Answered calls are routed to agent, others are re-scheduled automatically
Most effective outbound telesales call dialing mode
* Predictive dialing requires 3rd party algorithm licenses
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 47 Public
SAP Contact Center outbound architecture and process
flow / SAP Contact Center integrated with SAP CRM
Customer organization
Customer segmentation,
Call list generation,
Scripts
Outbound agents
Outbound calling SAP CRM
Interaction Center Agent
Outbound reporting and real-time monitoring
Real-time campaign follow-up
and reporting SAP Contact Center
Outbound reporting
and monitoring
Outbound administrator
Campaign and dialer parameters,;
Agent assignments
SAP
Contact
Center SAP Contact Center
SC UI for Outbound
admin OII
CRM Outbound
Campaign
SAP CRM
SapPhone
Automatic
update
Campaign
results
Dialer
results
CRM Outbound
Campaign
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 48 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated with
SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 49 Public
Reporting Data Integration
SAP Contact
Center
SAP CRM
Consolidated contact
handling data:
• 4 x15 minutes data sets
every 1 hour
• Highly granular contact
metrics from all in-and
outbound channels
• Contact data is mapped in
CRM with customer data
Reporting data interface Reporting data integration enables blended analytics
SAP Contact Center sends consolidated contact handling data
to CRM.
All channels covered (calls, emails, chat, action items)
Highly granular data of individual contact events including
transfer events, consultation calls, conference calls and
various call status situations
Contact data is mapped in SAP CRM with business partner
SAP CRM analytics enable blended analytics, e.g.
Contact intensity of customers and products
Net revenue value per contact
Correlation of service level and customer satisfaction
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 50 Public
SAP Contact Center Online Monitoring and Reporting Architecture Overview
Contact Event Manager (CEM)
Outbound campaigns
SMS engine
Agent presence
Agent skills Chat channels
Email channels
Voice channels
Queue status
Data Collector (DC)
Online Monitoring Data
Data Universe
SAP Contact Center Data Warehouse Data Staging Area
Data Universe 2 1 n
IP Deskphones External agents IVRs Softphones PSTN gateways
SAP Contact Center Online Monitoring
SAP BusinessObjects Dashboards
SAP BusinessObjects WebIntelligence
SAP BusinessObjects Explorer
Microsoft Reporting Services
SAP NetWeaver BW
Reporting Data Interface (RDI)
SAPphone CCtr interface
SAPphone RFC interface
SAP CRM
SAP NetWeaver Business Warehouse
MS SQL 2008 MS SQL 2008
OLAP
Online Monitoring Analytics and Reporting
SAP Contact Center responsibility
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 51 Public
Dashboards in SAP Contact Center and SAP CRM
SAP Contact Center Online Monitoring provides real-
time information of your contact channels and agents
SAP CRM Dashboards provide information of your
process efficiency
Monitor your service levels and contact volumes in real-time
Know how your agents are performing in your inbound
channels and outbound campaigns
Adjust your agent assignments on-the-fly
Use Service Dashboards to monitor how you are progressing
with your service tickets
Sales Dashboards show your real-time performance in meeting
the sales targets
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 52 Public
Multi-session Chat – Monitoring agents’ contact sessions (Supported from SAP Contact Center 7 SP6 onwards)
Agents’ active contacts view in SAP Contact Center
Monitoring
Integrated with SAP Contact Center supervisor tools
Floating window that shows the agents’ active contacts helps
team leaders to manage the agent resources
Helps team leaders to see what is happening in the team right
now
Shows all contact types: Calls, Emails and Chats
Agents’ active contacts view refreshes automatically
■ Easy-to-consume information which of the agents are ready
and which are on pause
■ Team leader can start the supervisor functionality directly from
the Agents’ active contacts view by clicking the agent’s name
■ Team leader can see the contact details by clicking the contact
row ID
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 53 Public
Multi-session chat – Agent utilization report helps to
analyze how well agents are managing multiple sessions (Supported from SAP Contact Center 7 SP6 onwards)
Agent utilization report
Provides agent performance and utilization figures on monthly,
weekly, daily and quarter-hourly basis
Report covers the performance and utilization of all
communication channels
Special focus on multi-session chat performance, including
agents’ response times within the chat sessions
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 54 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated with
SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration
with SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 55 Public
SAP Cloud for
Service
SAP Cloud for
Social Engagement
SAP Cloud for
Sales
SAP Social Media
Analytics by NetBase
PROSPECT CUSTOMER PROMOTER
ENTERPRISE SOCIAL ● ANALYTICS ● MOBILE AND OFFLINE
SAP Cloud for Customer Engage your customers like never before
Rich
Insights
Seamless
Integration
Industry
Content
Beautiful User
Experience
EARN their business
by knowing them
better
GROW with them as
their needs change
TURN prospects into
promoters
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 56 Public
Know your customers. Sell like the best. Engage to win.
Consumerized user experience with social collaboration
Deep customer insight
Complete mobile, out-of-the-box at no extra cost
Seamless back-office integration for quotes, orders & more
Industry editions – starting 2H’13
Boost sales effectiveness with a solution you’ll love to use
SAP Cloud for Sales
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 57 Public
Intuitive service ticketing solution across any channel
Delight customers with great service experiences.
Native cross-enterprise collaboration
Rich service analytics
Solution finder with knowledge base integration
Seamless ERP & CRM integration for products, order status and more
SAP Cloud for Service
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 58 Public
SAP Contact Center integration with SAP Cloud for Sales & Service
SAP Cloud UI screen pop-up based on incoming call (Supported from SAP Contact Center 7 SP6 onwards)
SAP CCtr Customer
SAP Cloud for
Sales and /or
Service
Queue selection
Agent selection
2. Route call to agent
Incoming call integration functionality
Users handle customer calls using SAP Contact Center
softphone: either Communication Desktop (CDT) or SAP
Convergence
With incoming direct and /or queue calls, CDT or
Convergence passes call data via client side integration
module to SAP Cloud for Sales or Service user interface
Passed call data is caller number, caller number, call ID and
call attached data (collected e.g. via SAP Contact Center IVR
service)
■ SAP Cloud for Sales or Service UI is configured to use
appropriate call data (caller number as default) to query
customer information from the server and screen pop-up
customer data on Live Activity dialog
■ From SAP Cloud UI Live Activity dialog user can easily
navigate to customer related data, e.g. Service Tickets
1. Customer call
3. Answer and handle customer call with SAP Contact Center softphone
OR
Communication Desktop (CDT)
SAP Convergence
SAP Cloud for Sales or Service UI
4. Call data is passed to
SAP Cloud UI using
SAP Cloud CTI Adapter
5. SAP Cloud UI screen pop-up based on
call data (e.g. caller or called number
or customer entered ID in IVR service)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 59 Public
SAP Contact Center integration with SAP Cloud for Sales & Service
SAP Cloud UI screen pop-up based on incoming call (Supported from SAP Contact Center 7 SP6 onwards)
1. New call alarms
on CDT softphone.
SAP Cloud UI
Live Activity screen
pop-up based
caller number has
already occurred
and agent can see
that John Smith
from PC4U is
calling in.
2. Agent has
answered the call
and finds out that
John is calling
because of his
latest Service
Ticket so agent has
opened it via Live
Activity panel list
and updates ticket
according to John’s
needs.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 60 Public
SAP Contact Center integration with SAP Cloud for Sales & Service
Click-to-call using SAP Cloud UI data (Supported from SAP Contact Center 7 SP6 onwards)
SAP CCtr Customer
SAP Cloud for
Sales and /or
Service
3. Dial out to customer number
occurs automatically
Click-to-call integration functionality
SAP Cloud Sales and /or Service user can dial customer by
clicking phone numbers (presented as links) in SAP Cloud UI
Phone number is passed to SAP Contact Center softphone
(CDT or Convergence) via client side integration module (SAP
Cloud CTI Adapter)
■ SAP Contact Center dials out automatically to phone number
provided by SAP Cloud user interface
■ Agent handles the outgoing call normally via CDT or
Convergence (e.g. transfer call, record call, etc) and uses SAP
Cloud UI to create /update needed customer transactions
4. Customer answers
the call
OR
Communication Desktop (CDT)
SAP Convergence
SAP Cloud for Sales or Service UI
2. Phone number is passed
to SAP Contact Center
softphone using client side
CTI Adapter
1. SAP Cloud UI user works with some
customer data and decides to call the
customer by clicking phone number link
5. User handles customer call with SAP Contact Center softphone
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 61 Public
SAP Contact Center integration with SAP Cloud for Sales & Service
Click-to-call using SAP Cloud UI data (Supported from SAP Contact Center 7 SP6 onwards)
2. Phone number is
passed to CDT and
dial out occurs
automatically.
Agent handles the
call in CDT and
uses SAP Cloud UI
to update /create
call related
customer activity
1. SAP Cloud
Sales or Service
user is looking for
customer data and
decides to call
PC4U /John Smith
by clicking phone
number (presented
as link)
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 62 Public
SAP Contact Center integration with SAP Cloud for Sales & Service
Integration Architecture (Supported from SAP Contact Center 7 SP6 onwards)
SAP Cloud CTI Adapter (provided by SAP Cloud)
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 CCCtr
Cloud Connector
for click-to-call
SAP Contact
Center
SAP Cloud for
Sales and /or
Service
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. 63 Public
Agenda
1. SAP Contact Center Overview
2. SAP Contact Center integrated with
SAP CRM Overview
3. SAP Contact Center and SAP CRM
in action
Channels
Contact handling functions
Outbound campaigns
Reporting
4. SAP Contact Center integration with
SAP Cloud for Sales & Service
5. Value of integration
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 64 Public
Design Source Make Store Move Sell & Service
Product & Service Leadership
Superior Customer Value
Manufacturing Excellence
Responsive Supply Networks
Market & Consumer Insights
Sourcing & Procurement
Excellence
Market
Superior Customer Value
Best People & Talent
Financial Excellence
Strategic IT
SAP’s solutions leverage cross-functional industry best practices to reduce time to value
SAP Customer Service Solutions Integrate Across Multiple
Lines of Business
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 65 Public
SAP’s Solution Harnesses the Value of Integration
Significantly reduces TCO
• Estimated development cost*
for each interfaces: $200,000
Native integration:
• Across the business functions
that enable the process
• With all other SAP and partner
applications
Enables better decision-
making and reduces latency
*Source: SAP-estimated using benchmark data from
customers across multiple industries
Enterprise management and support
Financial management
Manufacturing
Data exchange & legal requirements
Customer Service & Support
Field Service Management
Returns Management
SAP Differentiation through Service Excellence
Time-to-market
Supply chain
Sales, Service, Marketing
SAP’s native integration drives down Total Cost of Ownership
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 66 Public
Comprehensive Solution
A component of a larger end-to-end
process for customer service
Industry best practices developed through
close collaboration and development with
industry leaders
Lower TCO
Pre-built native integration reduces
implementation and support cost
Open interfaces enable customers to keep
effective existing solutions in conjunction
with SAP
Lower risk
Easy to consume with short time-to-value
discrete implementable steps
Large ecosystem of partners and
customers with proven track record of
success
Proven Value
Customers have proven process-specific
value and benchmarks of SAP’s solution
High-value services to ensure delivery
of the project
Advantages of SAP end-to-end Contact Center
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 67 Public
SAP Contact Center has customers in 30+ countries
across all continents
North America
Sysco Food; Pepsi Bottling Venture;
SourceGas; Yaskawa Electric;
Canadian National Railway
Latin America
Cerveceria Polar; Fast Shop Comercial;
Fundação dos Economiários Federais
EMEA
Deutsche Annington; EKZ; Mascot
International; Royal Unibrew;
Newcastle University; Lattice Group
(National Grid); Exxaro Resources
Asia-Pacific-Japan
Times of India; China Trust Bank; Neptune
Orient Lines; Kansai Nerolac Paints
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 68 Public
“….. the fact that I can now sleep better at night. The fact that Contact Center does not require any expensive
hardware enabled us to invest in a proper development system, a test landscape. With SAP Contact Center’s
High Availability Controller, we were able to achieve a highly available, redundant call center system
with automatic failover of critical services.”
Yaskawa America
“
Improved customer service with
IVR Self-Service, including Biller
direct functionality, which allows
online payments, online
customer account management
etc.
Reduces Average Handling Time
(AHT) by 30 seconds
Reduced resources required to
meet service level by 5%
Reduce average handle time
Centralized call center agents
Flexible and scalable contact
center platform to enable future
growth
■ 1-hour end-user training for SAP
Contact Center
■ Integrated with Voxeo/Chrysalis
Outbound IVR application
Operational costs down 50%
Reduce wait time by 30 seconds
Improved grade of service
94.3% (Calls answered in 30
seconds)
High availability and reduced
redundancy
Reduced installation,
integration, and maintenance
costs as a result of native
integration with SAP CRM
Customers drive value
with SAP Contact Center and SAP CRM
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
F name MI. L name
Title
Address
Phone number
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 70 Public
© 2014 SAP AG or an SAP affiliate company.
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