Agilent Technologies Inc., a company specializing in bio-analytical and electronic measurement instruments for the communications, electronics, life sciences and chemical analysis industries, has recently selected SAP to improve its customer service operations and drive its sales.
Agilent officials said that they will utilize SAP Business Communications Management software to incorporate in their telephony system and SAP Customer Relationship Management (SAP CRM) application. This will benefit Agilent to provide faster responses to customers with lower operating costs.
"We anticipate SAP Business Communications Management will inject a new level of agility into the servicing of customer inquiries," said John Kohl, vice president, Infrastructure Services, Agilent Technologies. "We are excited about expanding our partnership with SAP in the transformation of our customer service operations."
As per the new project forecast, Agilent will implement SAP software in its 37 call centers around the world, benefiting more than 1,500 Agilent customer service representatives.
The new SAP Business Communications Management installation will also help the representatives in the call center to better handle all incoming, multi-channel customer service inquiries.
The software will also provide interactive voice recognition, intelligent routing and business intelligence (BI), while helping to ensure that all calls reach the correct Agilent subject matter expert. Multi-channel customer service will enable telephone, email, fax, voicemail, text messaging and the Web, so that customers can be served in their preferred communication channel.
Apart from these utilities, this software package of communications-enabled processes enables enterprises to gain optimized controls that cross people, channels, locations and platforms.
SAP specializes in helping companies of all sizes and industries run better. It caters back office to boardroom, warehouse to storefront, desktop to mobile device, and also empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.
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Jyothi Shanbhag is a contributing editor for HealthTechZone. To read more of Jyothi's articles, please visit her columnist page.Edited by
Rich Steeves
