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News : NTT Docomo Turns to SAP Hana to Boost Customer Experience

#contactcenterworld, @SAP

Tokyo, Japan, June 20, 2017 -- NTT Docomo has become the latest company in the Asia-Pacific (APAC) region to implement SAP’s Hana in-memory database platform, as part of efforts to improve its customer service in Japan’s highly competitive and saturated telecoms market.

Through SAP Hana, NTT Docomo hopes to improve store operations, uncover best practices and apply insights and lessons from other stores. The implementation took eight months to complete and went live in March 2017.

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Taku Hasegawa, general manager of NTT Docomo’s information systems department, said before the telco implemented SAP Hana, it lacked the capability to deliver information to its sales force. "It took the back-end office at least a week or two to generate and deliver information," he said.

"Now with SAP Hana, users can pull out the latest data whenever they need to. An increase in performance has also helped the storefronts to monitor the status of sales promotions. Moving forward, we expect to see an improvement in service at Docomo shops," he added.

"With the analytics available for SAP Business One powered by SAP Hana, we can trace our products back to their origin and all the way through the quality inspection stage in just a minute," said Steven Zhang, vice-president and chief financial officer at OSI Holding.

"With the virtual warehouse module, shop-floor managers can track the quality status of every product in real time, from the day materials arrive to the day finished goods are shipped."

#contactcenterworld, @SAP

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.computerweekly.com


About SAP:
Company LogoSAP is a business software company – with more than 100,000 employees at sales and development locations in more than 50 countries worldwide.
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About NTT DOCOMO, INC:
Company LogoNTT DOCOMO provides innovative, convenient and secure mobile services that enable smarter living for each customer. The company serves over 65 million mobile customers in Japan via advanced wireless networks, including a nationwide 3G network and one of the world's first commercial LTE networks. Leveraging its unique capabilities as a mobile operator, DOCOMO is a leading developer of cutting-edge technologies for NFC mobile payments, mobile GPS, mobile TV, intuitive mobile assistance, environmental monitoring, smart grids and much more.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Thursday, June 22, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
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