Mitel MiContact Center Solidus SAP CRM Integration Certification image

    Mitel MiContact Center Solidus Earns SAP CRM Certification

    Businesses need lots of different types of software to run. Many of our customers manage customer data with SAP® for their CRM applications.

    For example, a service provider working with a large Nordics brewery asked us to ensure that our flagship contact center systems met the exacting standards of integrating with SAP® CRM to exchange critical data with instances of SAP Business Suite software.

    While a CRM system has become mandatory for most organizations, CRM systems typically do not offer IVR (interactive voice response) routing, and this is where integrating a contact center system adds significant value.

    As a result of the certified integration, MiContact Center Solidus now provides a range of functionality from within the SAP® CRM application: agent login and work-mode handling, telephony channel functions, conference handling, transfer handling, consultation handling and outgoing call handling.

    Screenshot: MiContact Center functionality integrated into SAP CRM

    A single agent desktop

    In many customer-driven companies, it’s crucial for agents to focus on the main CRM application, as this is where all customer enquiries are handled and logged. MiContact Center Solidus agent applications are hidden from agents, with just the “Ready / Not Ready” indicator visible in notification area.

    When an agent needs to use telephony functions like “hold,” “transfer,” or “consult,” this functionality is delivered via buttons within the native CRM graphical user interface (GUI) itself. In SAP® CRM, these buttons are called “SAP phone buttons,” allowing agents to operate phone functionality from within the CRM application.

    Campaign call

    In this example, the CRM system generates an outbound list of customers for an agent to call. The agent benefits from not having to dial via a separate system, as the call is generated by a simple clickable link within the CRM tool.

    Customer lookup

    For inbound calls entering the system, it’s important for agents to be as prepared as possible while the customer is being connected. The contact center sends any available DDI number identification to the CRM tool and it responds by presenting full customer details to the agent.

    Preferred agent

    Sometimes, the CRM customer database flags a specific agent for particular customers. The contact center sends the DDI number ID to the CRM tool, and it sends information about the preferred agent to the contact center. This ensures the best match between the customer and their preferred agent.

    MiContact Center Solidus integrated with SAP® CRM

    In this example of the SAP® CRM application, the MiContact Center Solidus “Agent Ready” light can be seen in the top right-hand corner. For some contact center functions, like “Call back window,” a separate window pops up because it’s not appropriate for the CRM application to show these features.

    Read more about Mitel’s MiContact Center Solidus Release 9.0 earning certified integration with SAP® CRM here