PRESS RELEASE: SAP services partner De Villiers Walton (DVW) and knowledge solutions vendor Transversal, have formed a partnership that will help large companies integrate knowledge into their existing SAP systems. The new solution, which is being developed for the cloud, combines Transversal’s Prescience™ powered knowledgebase with real-time contextual SAP CRM data to maximise contact centre productivity.
By pairing Transversal’s best-of-breed knowledge solution with SAP’s Customer Interaction Centre, large companies can benefit from:
• A centralised knowledgebase: Integrated into the SAP framework to allow agents to access relevant knowledge directly from within any SAP CIC interface
• More efficient call handling: Real-time contextual information that automates and reduces the time taken for agents to reach the correct answer – freeing them up for more complex queries
• First contact closure: Information, from all departments, available at the click of a button allows for quicker problem resolution and ensures calls are not escalated unnecessarily
“Companies are feeling the pressure to cut costs and improve efficiencies whilst continuing to provide the best service possible, but having to manage a variety of different systems and solutions can make achieving this a real challenge,” said Darron Walton, Managing Director at DVW. “Operations in a typical contact centre are no different. We partnered with Transversal to simplify the management process for our customers; offering them a centralised knowledgebase, embedded in their existing SAP infrastructure that will improve contact centre efficiency.”
Heather Richards, CEO at Transversal added “We are delighted that DVW has chosen to work with us to deliver a solution that will enable contact centre agents to find the right response to customer queries, first time, every time. We have a proven track record working with large companies such as M&S and John Lewis, and are confident that this partnership will contribute to further improving contact centre efficiencies for all those companies who have already invested in SAP’s CIC solutions for their enterprise.”