SAP has introduced new telecoms industry extensions for its mySAP customer relationship management system.
The new industry enhancements offer financial customer care, interactive collections management and dispute management, delivering tighter integration between customer contact centres and back-end financial processes.
The telecoms industry extensions help telcos recapture lost revenue that can result from billing and operational errors in the call centre. These extensions complement existing capabilities in mySAP CRM that cover customer service processes, sales order and contract management, and campaign management.
SAP said the new extensions will allow call centre staff to have a "full view" of the customer, so that inbound and outbound calls can be handled with all the necessary billing and invoicing information at their disposal.
Harald Hinderer, SAP head of the telecommunications business unit, said, "Telcos need to have more proactive strategies for handling new and existing customers and for controlling financial interactions every step of the way.
"These extensions deliver the integrated functionality telcos need to achieve full visibility and control over all aspects of customer financials management."