Avaya Interaction Center [EOL] vs SAP Business Communications Manager comparison

Differentiate Your Customer Experience with New Customer Service Channels

• Build on your investment in Avaya Contact Center technology and set your customer experience apart from the competition. With Interaction Center it’s easy to expand beyond voice and add customer service channels such as email, web chat, SMS/text, and social media.
• Help improve multichannel contact center efficiency, using Avaya customer service software. Manage all your new channels the same way you handle voice call interactions, through a single agent desktop interface.
• Enable your business to handle all types of customer interactions more efficiently by helping to ensure that the right resources are readily available to your customers.
• 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.