Aspect Communications, a provider of enterprise customer contact solutions, has announced the successful completion of SAP integration certification for the latest version of the Aspect Enterprise Contact Server (ECS) with SAP Web Application Server (SAP Web AS), part of the SAP NetWeaver integration and application platform and used by mySAP Customer Relationship Management (mySAP CRM) and mySAP ERP.
Out-of-the-box integration between SAP solutions (starting with SAP R/3 Release 4.5 and higher) and Aspect ECS version 5.2 enables customer interactions leveraging SAP solution data for contact centre routing and call handling. Aspect ECS, integrated with SAP Web AS, ships ready for deployment.
“As demonstrated by our Uniphi architecture, Aspect remains committed to offering solutions that enable faster, more cost-effective and sophisticated customer interactions and, at the same time, allow users to leverage existing investments in contact centre and back- and front-office technologies,” said Pat Bernard, vice president of channels and alliances at Aspect.
“The Aspect Enterprise Contact Server interface to SAP Web AS quickly and easily enables Aspect and SAP customers to take advantage of the powerful capabilities offered by both solutions, bringing together advanced call routing and handling functionality with rich customer data made available by SAP solutions like mySAP CRM. The result enables a faster return on our customers’ CRM and contact centre investments.”
This integration between the solutions includes the automatic availability of SAP customer data in real-time via screen pops on a unified agent desktop, contact centre queuing and skills-based routing linking the most appropriate agent to each customer request, customer service segmentation based on comprehensive information related to customer value, centralised business rules and administration and integration with existing contact centre telephony infrastructure.
Leveraging SAPphone and SAP RFC interfaces, the Aspect ECS integration also allows users of the SAP R/3 software solution and mySAP CRM to integrate with Aspect ECS version 5.2.