SAP pledges support for Contact Centre Management Group

JohannesburgSAP Africa pledges its support of the Contact Centre Management Group’s (CCMG) aim to promote the contact centre industry in South Africa, and advise practitioners on world-class solutions and best practices.

“The contact centre industry is one of the fastest-growing industries worldwide, with a phenomenal surge of technological development,” commented Simon Jowett, Deputy Head of Marketing for Carrington Carr Home Finance, during an event the CCMG hosted at SAP’s office in Woodmead.

“South Africa’s contact centre industry is fast becoming recognised by the rest of the world as one with enormous potential. This is my 38th visit to South Africa, and each time I have seen enormous strides taken in the development of qualified industry participants.”

SAP continues to deliver on its commitment to companies by providing clients with powerful enterprise software solutions to better manage relationships with customers. SAP evolves CRM beyond traditional task automation to a flexible, user-driven end-to-end business process execution platform. SAP CRM is designed to help companies achieve a complete 360-degree view of customers, which is one of the most critical factors in enabling successful CRM strategy and improving customer relationships. SAP CRM is already helping over 170 000 companies in improving their customer-facing processes.

Kay Kretschmer, Director for Solutions Enablement at SAP, commented: “Many companies have invested heavily in CRM solutions to enable processes and manage customer data used by marketing, sales, and telephony systems to handle related voice communications. But companies have often established the communication channels as distinct, closed systems with self-contained infrastructures – completely separate from business applications. And therein lies the opportunity. With the native integration of SAP Business Communications Management and SAP CRM, SAP helps customers to turn these disparate silos into one tightly integrated platform that provides customers with a best-of-breed contact centre solution that is seamlessly integrated into the business processes, thus enabling the implementation of communication-enabled business processes that extend the call centre into the business to provide the right service to the customer in that moment of truth. SAP provides state-of-the-art solutions for interaction centres – including the communication platform.”

According to Sharon Haigh, CEO of CCMG, the group plans to extend its timeframes due to high demand of new memberships because of the regulatory nature of the industry. The regulation of this industry is an opportunity for members to grow in a positive and controlled manner. “CCMG is positioned to embrace any of the challenges that may come as a result of the growth, proactive and well prepared, hence our relationship with leading companies such as SAP Africa, which allows us to offer our members access to hi-tech industry best practices and thought leader expertise. The contact centre industry in South Africa is well on its way to becoming a strong world economic player,” concludes Haigh.


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