Business communications have gone the complete circle. It began as a key enabler for small and medium sized enterprises who would leverage communication infrastructure to expand market reach. Then, communication maturity across enterprises relegated the same to just a business function. However, today, enterprises have started envisioning communications as enablers for competitive edge.
SAP BCM – The Future for Communications Enabled Business Processes
The Communications Enabled Business Process (CEBP) concept has created significant buzz, not only in telecommunications, but also enterprises from other industry verticals. At its core, this is about integrating communication systems with business processes. Enterprises already have sophisticated business process management applications infrastructure. SAP BCM (Business Communications Management) surfaces as the counterpart for communication systems, with significant scope for integration, scalability, and flexibility. As communication channels like text messaging become crucial for enterprises, SAP BCM makes a strong case for the present and future.
SAP BCS Advantage – Integration and Scalability
SAP BCM is based on the Business Communications Services architecture. All your organization’s internal and external message sending processes can be mapped into SAP BCM Release 6.10. SAP App developers can leverage this module to integrate communication mechanisms with all IT applications. SAP BCS is mature in terms of handling send and receive receipts, message statuses, and making the sent information available and accessible on app-objects. BCS enables you to pre select the required data for sending, to help you temporarily hold the sending, or schedule for post processing.
Think of SAP BCP as the successor to SAP Business Communications interface (BCI), with added capabilities made possible by object oriented interface. This integration lends massive productivity advantages, particularly to telecommunication enterprises, and business where call centers and service centers comprise of significant workforce. That’s because SAP BCP makes it possible for all business apps to start reaping the benefit of the enhance communications management capabilities.
Not only can SAP BCS initiate send commands from SAP apps directly, but also integrates well with SAP smartForms. SAPscripts, Post Processing Framework, and Message Control. Of course, all this was also a part of the legacy BCI system.
Shorter, More Productive Implementations and Support, Enabling Business Communications Continuity
Because SAP BCM is all-software, it delivered the advantage of native integration with SAP’s other modules, such as CRM, ERP, and Business by Design, seamlessly. This keeps the need for CTI middle ware and connectors out of scope, and makes third party adapters unnecessary. Apart from cost advantages, this means as an enterprise you just need to one vendor, which keeps the implementation timelines short. Post go-live support is simplified because of this, as ticket timelines are reduced, and end users can enjoy quick resolutions to technical issues, as well as requests for new changes.
Driving Enterprise Productivity Upwards
SAP BCM is an end to end enterprise communications management solution, enabled for voice over IP, and fully software rendered. SAP BCM enables the management of multi-channel communications with customers, across phone, chat, and SMS. Considering how communication media like text messaging, instant messaging, social media updates have become triggers of business communication and business processes,
SAP BCM’s relevance for the agile enterprise can’t be understated. The open standards and interfaces used with SAP BCM make it relevant for integration with 3rd party business apps, SIP devices, and PBXs. This means that adoption of SAP BCM. Since it’s a VoIP enabled solution, customers can be connected to subject matter experts in any back office across the globe, which is a massive productivity boost for organization with distributed workforce.