Proactive outbound multi-channel notifications for your call center. Notify customers on the channel of their choice and switch channels on retries. Includes voice mail recognition. All communications are recorded at the customer record in your CRM.

1. Outbound Engagement
by Covington Creative
June 02, 2015

2. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 2
Introduction – Who we are and What we do
Covington Creative LLC
Headquarters in Seattle, WA
Consultants located throughout the Globe
EMEA team located in Estonia
A leading provider of
contact center management consulting and
technology services for SAP -enabled enterprise
Focus on call center outcomes
Customer Experience
Operational Efficiency
1. SAP Contact Center (CCtr) Experts
SAP “go-to” partner for SAP CCtr (formerly BCM)
On-Premise, Turnkey solutions
Hosted solutions
Only Partner Authorized to Deliver Global CCtr Training
AMS (Application Managed Services)
2. Other SAP Core Competencies
SAP CRM – Interaction Center (sales, service, marketing)
Multi-channel Management(voice,e-mail,chat)
Implementations, Project Rescues
Customer Self-Service (IVR and Web)

3. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 3
Agenda
Outbound Engagement (OE) – overview
Benefits and Features
Data Management
Administration
Voice Channel
Omni-channel
Use Cases
How other companies are using it
Technical Stuff

4. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 4
ü Increase service levels and improve receivables with proactive notifications
ü Increase customer satisfaction by engaging customers on the
channel of their choice
ü Leverage SAP Contact Center to engage customers with timely messaging and
multi-channel attempt management
ü Save money by automating outbound messaging to your customers
Outbound Engagement Benefits

5. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 5
ü Real-time notifications
Event triggered notifications
Scheduled campaigns
ü Out of the box automation
ü Multi-channel communication
Email
Voice
SMS
Fax
Outbound Engagement Features
ü Ubiquitous data sources
SAP CRM
SAP ECC
Create adhoc Web Service
Upload multiple file formats
ü Text to speech integration
ü Close looped campaign functionality
Record campaign results to CRM

6. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 6
Outbound Engagement by

7. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 7
Web based administration
Manage contact list in real-time
Monitor/adjust campaign in real-time
Auto-throttling of attempts
Outbound / inbound coordination
Granular control over date/time of
message delivery, and # of attempts
Champion challenger campaigns
Outbound Engagement Administration

8. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 8
Create/update list from SAP ERP,
CRM, Cloud for Customer, Contact
Center
Import batch files
Pre-configured Web services
Create adhoc web services
Event driven data triggers
Outbound Engagement Data management
Create call list from multiple
simultaneous sources
File pre-processing and data
cleansing
Filtering / Sorting
Phone number lookup
DNC and cell phone scrubbing

9. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 9
Personalized calls
Interactive scripts
Call flow scripting
Identity confirmation
Answering machine recognition
Text-to-speech
Intelligent call throttling
Outbound Engagement Voice Channel
Customized caller ID
Manage number of retries
Multi-channel attempt management
Offer IVR confirmation & agent assistance
Integration to voice gateway

10. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 10
Email
Personalized content
Rich graphics
HTML / CSS support
HTML Email development
Supports hyperlinks
Secure transmission (TLS)
Black list prevention
Outbound Engagement Omni-channel
Fax
Personalized content
Rich graphics
HTML / CSS layout
SMS/Text
SMS / text
Message development
International support
Two-way support
Mobile originated
Mobile terminated

11. Use Cases

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Outbound Engagement - How other companies are using it
Example Use Case Benefit
Automatic paymentreminders
while there is still time to pay!
Payments received on time.
Reduce time & money wasted
chasing delinquentaccounts
Appointmentreminders with
option to reschedule via self-
serve or live agent
Ensure resources are always
allocated to billable projects
Advanced notice and
explanation ofhigher than
normal energy bills
Reduces spike in call volume
from uninformed callers
Targeted marketing campaigns
for contract renewals,relevant
new products and upgrades
Increased revenue generation
from existing customer base

13. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 13
Reduce delayed or partial
shipments due to Obsolete Product
Automated, proactive communications alerting customer and
offering options self-serve options to change the SAP order
Reduce liability and safety issues,
Improve productperformance /
experience
Automated, proactive communications ofrelevantproduct
notifications to customers, such as Off-UL, Product Issue,
Recalls,and Updates
Reduce delayed fulfillmentissues Automated, proactive communications alerting customer and
offering self-serve options to change the SAP order
Automation and optimization of existing manual processes
Outbound Engagement - How other companies are using it

14. Technical Stuff

15. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 15
Outbound Engagement Pre-requisites
SIP Infrastructure § CCOE makes use of SIP infrastructure for initiating calls to customers.
§ CCOE registers phone lines with BCM or an SBC prior to making calls on
those lines.
OS Infrastructure § Microsoft Windows Server Standard 2008R2 or 2012
§ Latest SP/Hotfixes
§ Microsoft IIS
§ Can be co-located on suitable BCM Application Server Hardware
§ Requires 2-4 Cores / 8-16 G Ram / 20G hd
Database
Infrastructure
§ Requires Microsoft SQL Server 2008 R2
§ Should be installed on same database cluster as BCM
§ Database size depends on: Number of campaigns, Size of campaigns, Data
retention policy
Other Channel § E-mail Requires SMTP Gateway
§ SMS Requires SMS Gateway
§ Fax Requires E-mail -> Fax Gateway

16. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 16
David Wisniewski
VP Sales & Business Development
519.802.2870
david.wisniewski@covingtoncreative.com
Thank You! www.covingtoncreative.com