Summary/Overview
When it comes to contact centers, the number of interaction points between you and your customers is growing by the day. As a result, they expect support on all major platforms like websites, social media, and so on. That's why we're seeing a huge shift towards multi-channel engagement and modernization in the contact center and customer relationship management space.
However, to be more competitive and keep a strong relationship with the existing customers, your business needs to ensure proper information flow. What if we will tell you about a technology that can turn this job easy for you? Thanks to Genesys.
Genesys has introduced GPlus Adapter to help you with SAP customer relationship management (CRM). It provides a single point of contact so businesses can easily manage the communication flow with the customers. In addition, this can help to establish a long-term relationship with them. Are you interested in knowing more about this tool? Keep reading.
Main Introduction
GPlus Adapter for SAP CRM is an all-in-one solution designed to enhance the multi-channel customer experience. Packed with some impressive capabilities, this software can reduce the cost of ownership by enabling integration between Genesys and SAP. It aids contact centers to improve customers' experience across multiple channels using the unification of all the interactions on a single desktop.
There are plenty of services combined in this tool, especially for business warehouses and enterprise resource planning apps. The deployment works faster and more smoothly while ensuring effective communication between the contact center and the company.
Nowadays, as businesses everywhere are striving to improve customer experience, some struggle more than others. So in an age when people are increasingly demanding instant service and a seamless workflow, businesses need to stand on this expectation — and in ways that customers have never experienced before. This is where GPlus Adapter excels and eliminates time-consuming customer issues such as long queues.
Using the powerful routing functionality of Genesys for smarter communication with customers, it allows agents to generate a single list of common customer interactions (such as placing orders, inquiries, and support calls) from different channels within the SAP Business Suite without compromising clarity or readability. Agents can also take the advantage of a 360-degree view of the customers and hit better contact resolution with SAP records.
Company Services
Here is the list of services offered by the GPlus Adapter for SAP CRM:
1) Outbound Campaign Management
It lets you define and assign roles and activities when running an outbound marketing campaign. All can be done within the SAP interface ranging from campaign scheduling to recording outcomes.
2) Multimedia Routing
Every business wishes for an increase in its productivity which Genesys multimedia routing can do effectively. It classifies and prioritizes interactions in real-time and forwards them to the agent based on his profile and performance.
3) Get Real-Time Stats
GPlus Adapter boosts efficiency by empowering enterprises with real-time stats. You just have to integrate analytics to the SAP desktop and leave the rest of the tasks like tracking and improving the performance of the agents.
4) Better Collaboration
Contact center managers can keep the workload balance equally among the agents and simplify workforce collaboration. Consequently, delivering personalized and optimum customer experience becomes easier.
5) 360 Degree Customer View
The GPlus Adapter for SAP CRM provides an in-context 360-degree view of your customers, streamlining every step of the customer engagement process. Your agents will be able to correlate relevant customer records from your CRM system to handle interactions across all media channels.
6) Enhanced Workforce Productivity
It offers a simple solution to increase productivity by freeing agents from the limitations of a call queue and making sure customers are getting the best of the service.
7) Unification
It gets messy when contact centers have to deal with multiple customers at a time. Thus, Genesys GPlus Adapter unifies them on a single desktop interface for facilitating everything.
Pros and Cons
Here are the pros of the GPlus Adapter for SAP CRM:
1) Personalized Customer Service
Customers will be segmented for the best service according to their needs. Based on customers' reviews and popularity, the sales team can choose to follow up with customers that are most relevant to their efforts.
Agents from a department are selected according to their level of experience and which seems perfect to meet the customer requirements. Even customers can decide between different modes of communication.
2) Reduced Cost of Training
There is no denying the fact that it offers several advantages to companies and the reduction in training costs is another one. GPlus Adapter with SAP CRM integration and directly passes on the calls to another department fan agent is engaged on some other call.
3) Enterprise Workload Management
Sometimes, the workload can shift to a few individuals in the absence of management but when you have a GPlus Adapter in your enterprise, there is no need to worry. It divides the workload as per the availability and performance of an agent.
4) Data Export
Do you want to check the previous email or call records of a customer? This is also possible with the GPlus software. You can export the interaction history to the CRM records for future use.
Cons
Here are the cons of the GPlus Adapter for SAP CRM:
1) Configuration Can be Time Taking
Integrating GPlus Adapter with SAP CRM will happen quickly but on the other hand, it can take some time to process integration in the Genesys config layer.
Conclusion
The existence of any business depends on how satisfied and happy customers it has. If you are willing to keep a long-term relationship with the customers, GPlus is the way to go. It is an easy-to-implement solution to SAP CRM and the best part is that you get a central place where you handle and pass all the relevant information to customers.
It’s amazing and super useful for organizations that want to make their workforce and contact center more efficient. Eventually, you can use it to develop a cutting edge social business strategy that reduces overhead costs and ultimately gains an advantage over the competition.