SAP BCM with CISCO phone system and gateway

[Former Member]

Hi Experts,

We currently have CISCO phone system/Gateway with CISCO IVR. We also have SAP CRM 7.2. Can SAP BCM connect well with CISCO gateway + CISCO IVR with SAP CRM? Does any of you see any call pop to voice connect synchronization issues, call drops etc? Is CISCO connector best choice or SAP BCM in this scenario? Any pointers will be very helpful.

Regards,

Praveen

[Former Member]

Hi Praveen,

some more information about Cisco and SAP Contact Center. You could use SAP CC with Cisco gateways to connect SAP CC with PSTN and Cisco system. You could also use Cisco telephones that are registered on Cisco system as SAP CC endpoints (MTD mode). Cisco will provide office communication features, SAP CC will provide Contact Center features in this scenario. If you require only CTI (outbound dialing/window pop up in SAP CRM) only a Cisco CTI interface (3rd party) is needed (less integration features then SAP CC/SAP CRM). You could also use Cisco contact center but the effort/complexity of SAP CRM integration is much more higher as using SAP CC. At the end customer will change the Cisco solution in the future but not SAP CRM. I prefer using SAP CC with SAP CRM for contact centers and Cisco or MS Lync for office communication to become more flexible.

Enjoy your day

Christian

[former_member187604]

Hi Praveen

SAP BCM (aka. SAP Contact Center), which natively integrates with SAP CRM, has been successfully used in several implementations with Cisco gateways which support SIP protocol. You could implement a fully featured contact center, including the IVR, with SAP software and build integrations to your preferred enterprise telephony solution where necessary. For an overview, you may have browsed through these resources already? For more technical information, the help portal links provide a good starting point.

Regards,

Lasse

[Former Member]

Thank you Lasse for the information

[S0008365308]

Hi Praveen,

we are a SAP CC (former BCM) partner and focused on telecommunications. Some of our customers are facing the same issue like you to connect existing pbx systems (sometimes heterogeneous systems from different vendors) to SAP CRM/ Contact Center. Thats why we developed an application (SAP CTI middleware) which connects AnyPBX to AnyCRM. That solution features the functionality of the SAP CRM ICI interface, keeps existing IVR scripts and routing algorithms, generates popup screens, synchronizes the present status, connects any contact channel (not just voice) and allows reporting in SAP BW. Let me know if this app. could support you ...

Regards,

Matthias

[former_member237131]

Hi Praveen,

As I know CISCO doesn't support their own connector to SAP CRM anymore. We have to use partner solutions Regarding using BCM as the connector I would say it seems a bit expensive in terms of total cost of the solution for customer

Regards,

Alexey

[Former Member]

Thank You Alexey,

SAP claims that TCO for BCM would be lower as BCM is out of box solution with very less customization needed. Are you refering to server costs and licence costs? Also reg. CISCO connector; partner solutions does it means implementation partner needs to custom build it?