Through the targeted use of SAP Service Cloud, Syskoplan Reply creates space to move for service staff.
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An outstanding customer experience starts with the very first interaction. With SAP Service Cloud and the seamless integration of Amazon Connect, Syskoplan Reply helps companies build a modern, efficient and personalized contact center – featuring optimized processes, smart integration and the use of intelligent bots.
Given the overwhelming number of service providers today, it is all the more crucial to offer potential customers an outstanding experience from the very first contact. Those who want to build long-term customer loyalty should therefore ensure that reaching out is simple and effective right from the start. As customers increasingly expect seamless, personalized and efficient service, the importance of making a positive first impression cannot be overstated.
Syskoplan Reply supports companies in building a contact center that is tailored to their specific needs and places the customer at the center. By prioritizing the customer experience in line with modern requirements, service departments can ensure they not only meet but exceed customer expectations in today’s competitive landscape.
With SAP Service Cloud, customer inquiries via Amazon Connect can be consolidated and managed centrally from a single system. It enables service agents to handle customer requests across all channels and access a personalized agent desktop from anywhere. This ensures a 360° view of the customer at all times, optimizing service efficiency.
To ensure a seamless customer experience, Syskoplan Reply employs a holistic integration strategy that deliberately interlinks technological solutions such as Amazon Connect, customized workflow controls and intelligent bots.
Integration of
Amazon Connect
Customized process
optimization
Interactive agents –
Amazon Lex Bots
By integrating Amazon Connect into the SAP Service Cloud, a user-friendly omnichannel cloud contact center is provided, capable of handling both voice and chat inquiries. The implemented phone widget not only supports click-to-call functionality but also stores the transcript of each chat conversation as a record in the ticket history.
The experts at Syskoplan Reply use the Amazon Connect Streams API to integrate the Amazon Connect widget into the SAP Service Cloud. After thorough configuration, service agents are provided with an intuitive and ready-to-use user interface.
To replicate the structure of a customized customer center, the experts at Syskoplan Reply develop so-called “contact flows” that define the customer experience when they interact with the contact center. For example, customers can be presented with a series of menu options.
Additionally, further conditions can be set for the customer center, such as notifying customers when they call outside of regular business hours. All contact flows can be centrally maintained, expanded and tested within the Amazon environment, ensuring minimal downtime during adjustments.
In addition to building a contact center tailored specifically to each company, the experts at Syskoplan Reply also offer support in implementing interactive bots that relieve service agents. Often, providing general information or answers to frequently asked questions via a bot is enough to contribute to customer satisfaction.
Bots can also be used to capture important customer data at the start of the interaction or to direct customers to the right resources, saving valuable time in handling customer requests. This allows service agents to focus more easily on the customers’ core needs and significantly enhance their satisfaction.
By combining SAP Service Cloud and Amazon Connect, companies create a powerful, customizable contact center that consistently places the customer at the forefront. Through targeted integration, process optimization and the use of intelligent bots, Syskoplan Reply enables not only a seamless and personalized customer experience but also enhances the efficiency and future readiness of customer service.
By integrating Amazon Connect into the SAP Service Cloud, Syskoplan Reply helps companies make their customer service more efficient, personalized, and future-proof.
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Syskoplan Reply specialises in the consulting and implementation of SAP technologies. As a long-standing and multiple award-winning SAP Gold Partner, Syskoplan Reply reliably accompanies companies on their way into the digital future. We focus on the use of SAP solutions as a central platform for the transformation of business processes and customer experiences. With the customised concepts of the experts, companies secure decisive competitive advantages. They benefit from our innovative strength, agility and extensive project experience in a wide range of industries. Syskoplan Reply's portfolio covers all facets of modern SAP architectures.