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Satisfaction IVR with SAP BCM and SAP CRM


One of the common tasks in Interaction center is a measurement of client’s satisfaction and quality of service. It can be done in different ways. For instance, FCR (First Call Resolution) or SL (Serice Level) agreement can be used for this purpose.

I’ve created a Wiki page ‘Satisfaction IVR with SAP BCM and SAP CRM’ which shows how it can be done through a Satisfaction IVR (Interactive Voice Response) using SAP BCM 6.0 (6.010.0) and SAP CRM 7.0.

What next

In couple months SAP BCM 7.0 is going to be released. Now it’s in a ramp-up stage. There is going to be lots of improvements. May be IVR engine will be reworked. And I believe lots of exciting surprises are waiting for us.

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  • Thank you for this great contribution Andrei!!!

    You are right, in BCM 7.0 we’ve re-written the IVR feature to be included in the Package itself as opposed to have as a separate add-on the way we had it in 6.0. It is much easier and seamless.

    BCM 7.0 is out of Ramup and available in SMP. The latest release is SP3.