All over the world, businesses are crossing over to cloud telephony via PBX to handle their business communications. Cloud telephony transmits communications data (voice, email, fax, instant messaging), etc. over the internet rather than the traditional plain old telephone service (POTS).
This new mode of communication is beneficial because of its reduced cost and more efficient transmission of correspondence, which ensures better collaboration, a critical factor in business success. Another major advantage is its versatility. Being able to bring different communications channels under a single platform makes for better management. Businesses also need the scalability of cloud telephony as they grow; this makes it an increasingly popular choice among small businesses.
However, business communication, these days, is no longer relegated to a strictly departmental function. Rather, it is more of overall business philosophy. Hence, the rising tendency towards unified communications. ‘Unified communications’’ defines the integration of all the communication channels of an enterprise under a single platform to facilitate collaboration and productivity.
SAP and Business Management
Some businesses have digitalized their entire enterprise management through the use of applications such as SAP Business ByDesign. The SAP array of business tools are popular among enterprises looking to bolster their productivity and accelerate their growth. For example, SAP Business ByDesign is a cloud solution designed to “connect every function across your company to proven best practices and analytics.” This includes finance, human resources, project management, customer relationship management, and many other aspects.
Nonetheless, an enterprise that seeks to transform collaboration via cloud telephony needs to be able to integrate it into all its departments and functions. When it comes to SAP, the main tool for this is the SAP Collaboration Window. It is an application that connects your ByDesign software with your cloud telephony solution, creating a unifying experience. On the simplest note, it is a desktop client meant to “coordinates multiple aspects of your daily work into one application.”
Having a cloud telephony solution installed increases its functionality for even more seamless communication. From there, you can then control your calls, emails, messages, etc. alongside managing other aspects of the business. This is not to underscore the efforts of top CTI vendors such as RingCentral, Avaya, Telavox, DialPad, etc.
However, the innovation of SAP C4C Cloud CTI Integration enabled the enhancement of the outbound function of SAP CTI adapters while also optimizing inbound calls. This approach was to extend the functions of SAP CTI to not only cover client side applications but to make server-side integration possible.
Features of SAP Collaboration Window
The three main features you would come across when using this desktop client are ‘Contacts’, ‘Alert’ and ‘Business Context’, and they are explained below:
First, the SAP Collaboration Window allows you to easily manage your list of contacts. The contacts displayed are those maintained on the Business ByDesign system and the information displayed varies according to what had been entered previously. The advantage of this is that you don’t have to maintain multiple contacts lists for each of your channels (phone calls, emails, messaging, faxes, etc.) Having a unified and easy-to-reach contacts list makes it more accessible to reach employees. Everyone becomes a search away, wherever they are and on whatever platform.
With SAP Collaboration Window, you can receive alerts instantaneously on your desktop. A particularly interesting feature is the ‘missed items’ page, which displays missed tasks and notifications (including missed calls) for you to take relevant actions. These items are grouped by type for easy organization and response. There is also a ‘Do Not Disturb’ mode for focus.
Business Context stores your business information, including contact details of your business partners, business transactions, interaction history, and other relevant information. Then, a worker can take actions as necessary and according to the level of control allowed them. Calls and communications via the company’s telephony system also appear in the Business Context.
Benefits of Unified Communications
Why should you unify your channels of communication? And how does it exactly affect the growth of a business? Unified communication isn’t just a fad that would soon go out of vogue; there are actually advantages to implementing this strategy and they are the following:
Improved efficiency and productivity: having a single platform to manage all your communication saves workers’ time and enables them to focus on more important tasks. Handling several similar tasks through a unified interface creates a seamless experience, improves collaboration, and reduces time wasted.
Cost-saving: rather than having different sets of infrastructure for each communication mode, the enterprise only has to set up the same facilities and equipment for all their communication needs. There is also the advantage of saving on multiple subscription and maintenance costs.
Flexibility: companies with remote workers particularly favor unified communication. As it is managed over the cloud, every employee is easily accessible from whatever part of the world they reside in. Information flows faster and the company no longer has to tolerate delays because of the slow passage of information or miscommunication.
Streamlined communication is a recipe for the growth of any business. And for (would-be) SAP-focused businesses, they no longer have to worry about integrating their SAP tools with their telephony solution. Many more businesses are taking advantage of this to improve collaboration and productivity in their workplaces.