Avaya IX Contact Center vs SAP Business Communications Manager comparison

Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

• Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
• Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
• Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
• Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.

The SAP Business Communications Management rapid-deployment solution provides preconfigured contact center functions and is integrated into CRM. It's contents include:

• Routing of inbound contacts based on IVR* entries, waiting time, priority or status.
• Enhanced presence information and routing.
• Transfer, toggle, hold, and outbound call functions.
• "Queue callback" and speech recording.
• Real-time monitoring and reporting.
• CRM IC, contact center softphone, and office softphone.