Interactive Voice Response

Voice controlled customer self-services for SAP for Utilities

Service is an essential instrument to enhance competitiveness and customer loyalty.

As it is hardly realizable to open call centers or service centers permanently, companies more and more rely on voice dialog systems that are available to their customers day and night at seven days a week.

Together with Sikom Software GmbH, leading provider for automated voice applications, DSC realized the direct connection to SAP.

The process connection to SAP for Utilities enables utility company's customers to access their SAP data at any time directly on the phone. They can interrogate special data (account balance, last annual consumption), transmit information (meter readings) or modify existing agreements (budget billing amounts).

DSC-Services - process connection 'SAP for Utilities'

Basic module

	Service 'Identification Business Partner/Customer'
	Identification on the basis of phone/business partner/contract account/device number etc.
	Service 'Save Telephone Number in SAP'
	Saving the caller's telephone number in the customer master record (SAP business partner)
	Service 'Call Customer Data'
	Automatic display of the caller's customer data in the Customer Interaction Center on call reception
	Creation of Customer Contacts in SAP for Utilities
	--> several evaluations based on the complete customer environment
	Customer individual extensions
	- Return of customer characteristics (special customers, customer group etc.) for differentiated process/voice control - Customer verification (on the basis of characteristics/data defined in SAP for Utilities)

Process modules

	Service 'Account Balance Request'
	Balance from open and due items
	Service 'Enter periodic/interim Meter Reading Result'
	incl. plausibility checks
	Service 'Recent Annual Consumption'
	Service 'Modification Budget Billing Plan'
	incl. percentage/absolute min./max. check on current budget billing amount