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1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient
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Project Background
Part of a larger long term outsource contract EDS won in 2004 Scope included all of the telephony and contact center technology Plus, migration of multiple green screen CRM systems into mySAP CRM
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1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient
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Contact Center Integration is Growing More Complex Variety of Systems to Support Communications
Support for inbound, outbound, email, chat, fax, online ordering Can be a complex, distributed systems environment
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SAP CRM
SAP IC
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SAP CRM
SAP IC
Integration Middleware
Solution Options
Pre-built integration middleware application software
Phone Email Chat
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1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient
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Public Internet
SAP/Appl/ Reporting Servers
Firewalls
Router CSU/DSU
EDS
LAN Carrier 3 T-1s Outbound to PSTN 3rd Party Firewalls Client Contact Center
Router CSU/DSU
8 T-1s
2 way
PBX LAN
2 T-1s 1 T-1
2 way
Firewall
Avaya Modular Messaging
Genesys IVR
CTI/AMC Servers
Avaya Dialer
Router CSU/DSU
LAN
Client Location
Model 2420 Sets Model 2402 Sets Model 2410 Sets
In House Circuits
General Office
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Customer
Agent
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SAP Production
SAP Test
Avaya S 8700 Modular Messaging MAS MSS CMS G650 Gateway 8710
Virtual Server
AMC MCIS
Avaya CT (CTI - Prod )
Witness QA
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Phone
Chat
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Agent Functions
Agent Login/Logout of the queue Ready/Not Ready work modes
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Business Partner Display and Interaction History real-time history of business activities business partner specific
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EDS Contact Center Project Approach EDS as Project Lead for Contact Center Technology
Deployment:
Development Environment Test End User Test Production
2006 AMC Technology, LLC. All rights reserved.
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1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient
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mySAP CRM 4 IC WinClient Multi-Channel enabled telephony and email AMC Multi-Channel Integration Suite
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1 EDS Contact Center Project Overview 2 Contact Center Integration Challenge 3 EDS Contact Center Project Details 4 Live Demonstration SAP CRM IC WebClient
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Additional Resources
AMC Technology:
White Paper: Total Contact Center Integration for mySAP CRM Webinar Series: Monthly Webinars with live SAP CRM demos
Find them at: www.amctechnology.com
Contact Us:
David M. Larson david.larson@eds.com Kevin D. Huff kevin.huff@amctechnology.com
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