Avaya Contact Center Express [EOL] vs SAP Business Communications Manager comparison

Go Beyond Phone Calls—Let Customers Reach You Via Text, IM, Email, or Chat

• Connect with your customers on their terms. Manage all of your contacts—for email, chat, SMS, IM, and social media—the same way you manage your inbound and outbound voice interactions.
• Leverage this complete, omnichannel contact center solution to match callers with the most appropriate resources every time they contact you. Your agents gain call context, both real-time and historical. Your customers receive a differentiated experience.
• Reduce your expenses by using lower-cost channels.
• Consistently deliver a unified, seamless, and highly personalized experience that builds your brand and customer engagement loyalty.
• 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.