BCM quality management

[Former Member]

Hi everyone,

A newbe question.

I really want to know about the possibilities of BCM.

Is quality management BCM based or CRM based?

Is it possible to evaluate and report conversations and analyze this?

Can we record the screen activities?

Thanks a lot!

Mr. Bruins

[VishnAndr · Accepted solution]

Hello, Mr. Bruins.

I'd like to start from the statement that SAP BCM can be used as a standalone product. Or with integration to SAP CRM or others (even non-SAP) systems. Integration with SAP CRM is the most powerful choice, I think. But not the only option.

Since that, SAP BCM has own tools for quality management.

SAP CRM has some manager's dashboards too. And, I guess, can evaluate data from SAP BCM with its RDIBW (Reporting Data Interface for SAP NeatWeaver BW).

There are online montioring tool (with different KPI's), reporting tool with different standard reports based on telephony metrics (can be adjusted or you can add your own), server-side or client-side recording, different kinds of supervisor's features (silent supervising, coaching, etc.) on BCM side. Also you can make (or ask) agents to fill in some form after the interaction and use it in the reporting.

SAP BCM hasn't got either speech recognition or speech analytics. But it can be integrated with third-party software using QM (Quality Monitoring) interface for these purposes.

As far as I know it's not possible to record screen activities using SAP BCM.

[Former Member · Accepted solution]

Thanks for your reply,

I have seen the new version BCM 7.0 It looks great. So there are more possibillities.

Thanks!

[Former Member · Accepted solution]

Hi Andrei,

Do you know if speech recognition still requires third party on the latest versions of BCM ?

Many thanks,

Eli