Enghouse Interactive (News - Alert), a provider of call center solutions such as Interactive Voice Response (IVR), customer interaction management and other technologies, announced that its CRM Connecter 1.0 solution is now certified for integration with SAP (News - Alert) Solutions’ CRM 7.0 EHP1. Crossing call center solutions and customer relationship management (CRM) software is a relatively recent trend that helps companies operate more efficiently while providing customers with a more helpful experience than ever before. SAP provides a wide range of business applications and solutions spanning mobility, cloud computing, advanced analytics, in-memory computing and many other fast-growing technologies and trends.
Call center agents using Enghouse Interactive contact center software are now provided with comprehensive access to a customer’s history and critical data using a fully unified interface. The CRM Connector 1.0 integrates seamlessly into SAP’s CRM infrastructure to enable a fluid exchange of data between Enghouse’s deployed solution and SAP Business Suite software.
These simple tools grant agents access to a full range of CRM statistics so they can offer customers a unique, personalized experience with each interaction as well as enhance outbound dialing initiative. In addition to engaging in an overall more pleasant conversation, customers are thus provided with prompt and precise answers to their inquiries during the first interaction and thus end up perpetuating higher customer satisfaction rates.
“We are delighted to announce the successful achievement of SAP certification for EI CRM Connecter 1.0,” said John Cray, Vice President of Product Management at Enghouse Interactive. “The ability of CRM Connecter to leverage the business potential of assets provided by solutions from SAP and other vendors will prove highly beneficial to current and future customer engagements.”
Accompanying the announcement of this integration is the news that Enghouse Interactive has joined SAP’s PartnerEdge program as a certified SAP software solution and technology partner. As a result, Enghouse will engage in collaborative efforts with SAP to develop and certify the necessary technological developments to integrate its solutions with SAP software. The program provides numerous companies with the opportunity to benefit from SAP technology and offer customers more comprehensive, useful products that drive successful operations.