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What is B2E SAP Contact Centre?

The Omnia B2E SAP Contact Centre is a web based application that enables your customer facing teams to operate faster and smarter than ever before. The Omnia B2E SAP Contact Centre application puts your service agents to the fore, delivering content directly from your touchpoints including designated websites, so that your teams can answer important questions quickly.

Omnia Contact Centre Features

Rapid access and efficient data management is essential to the success of any customer service centre

The ability to rapidly and effectively manage customer enquiries enhances your brand and helps drive conversion. Functions available, include shared / mirrored browsing, copy invoices, requests for payment emails, returns processing and full account management.

Omnia uses a modern web based user interface which enables a simple and efficient user experience for your staff. The Omnia B2E SAP Contact Centre application enables your teams to be more productive, accurate, and motivated when dealing with incoming sales orders. Omnia’s clean, fresh and easy to use interface helps drive productivity, reduce mistakes and shorten training times. Omnia introduces modern concepts such as cross-selling and up-selling in your sales order entry environment to help you increase revenues.
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Any company dealing with multiple SKUs will understand it can take months or even years for employees to fully understand the complexities of their products, certainly to the level of detail your customers expect. By presenting an order entry system in your Contact Centre application that pulls information through from our SAP centric CMS, you truly have all the information at your fingertips. Because your data is held in a single place directly with SAP master data, your internal teams can access anything in real-time from anywhere in the easiest and fastest way possible. When your Call Centres are being presented with offers, promotions, rich content, videos, technical specifications, account information all in one place, it ensures you drive incredible customer service. Omnia B2E SAP Contact Centre masks out the complexities of the SAP order process and provides an intuitive interface that requires less training and improves order accuracy. This in turn reduces overheads and improves the customer experience dramatically.
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Bringing in new staff has a significant overhead in training and product knowledge, this overhead can be reduced with our Contact Centre application. Training is a time consuming task, but driving quality in your teams requires you to have your best people doing the training. Omnia SAP Contact Centre helps alleviate the need for intensive product knowledge whilst at the same time improving your customer service. The Omnia B2E SAP Contact Centre application will shorten the training programme down significantly as your users are presented with intuitive modern web based experiences.Any loyalty schemes or reward points should be an intrinsic part of the communications whilst on the phone dealing with customers creating orders. These schemes are a way of engaging your customers and driving loyalty. Presenting up-sell and cross-sell opportunities, whereby internal teams can offer contextual product promotions at the front line, thus creating the potential for increasing average order values. Makes the returns process easy for customers to use, helping you provide clear concise messaging to your customers, ensuring they have confidence in your support them.
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Increase productivity and deliver personalisation tools so that the call centre can pre-empt issues up front and decide how best to operate. Increase order accuracy which in turn helps reduce operational overheads when rectifying issues. ‘Dynamic Help’ on products enables triggers to present information to your customers like related items, promotions, alternatives or credit control information. Take control over live, joint sessions with your customer and guide them through specific journeys on your website. Find products and push it to the customer’s browser remotely. Customisable and secure views of the whole customer from shipping addresses, bill to accounts, product information and contact details, enabling your teams to get to fast information wherever it suits your users. Opportunities with cross-sell and up-sell directly at the front end. Definable ‘Attributes’ which can come in many different forms; they could be product, colours, filter mechanisms or self-defined tags – whatever your requirements are to attribute products, Omnia caters for it. Maximising all your product data so that your site becomes the go to information site enabling easy purchasing decisions for your customer.
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Why Omnia is the best way to deliver a B2B SAP Contact Centre.

  • SAP certified
  • Enterprise security
  • Single data set
  • Zero integration required
  • Enterprise stability
  • Single support team
  • De-risk your project
  • SAP best practice
  • Enterprise performance
  • Single infrastructure
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Excellent company to work with. Great customer service and always professional. Very knowledgeable staff.

Philip Farrell, IT Specialist