Five9 Intelligent Virtual Agent vs. SAP NetWeaver BPM

It works great in the pre-qualify area

Incentivized

It is well suited when we need to integrate business processes with SAP ERP and SAP CRM - the solution can be integrated with business rules/procedures defined in SAP ERP/CRM and NetWeaver can be used to monitor the rules and flag off exceptions. When there are multiple workflows running, it tends to slow down running of these processes. Also, it entirely depends on SAP portal for it to run efficiently.

Incentivized

• Recording
• Queue Management
• Reporting
• Insights

Incentivized

• Virtual paper trail. Iterations of process and current documentation are all stored as "artifacts", leaving a great trail.
• Configuration of users. BPM somewhat magically determines which users will be impacted and automates rules.
• A pro (that is also a con) is the design interface. If you know what you are doing, it is incredibly powerful and malleable.

• more training would be good
• documentation and case study materia;

Incentivized

• Live readings would be nice.
• Easier to maneuver
• Work with all systems with the press of one keystroke

Incentivized

As a big fan of SAP in general, the BPM solution fits right in with all the other things SAP does well, and does it with incredible efficiency

Very user friendly as an agent but can be a bit over whelming when you're admin. It's best to have a visual guide or if the onboarding is much smoother guiding the admin depending on their use case

Incentivized

We have our own tech support for systems, I would say they probably could use more training on it, I don't really think it's anything regarding the SAP system, but more the knowledge they have on the system itself. It seems to take longer for them to fix any issues we may come across.

Incentivized

It does an excellent cost-effective job

Incentivized

I found the initial setup of NetWeaver is much simpler than other products especially in an SAP environment where we have SAP ERP/HRM/CRM as it can be well integrated with other SAP products. The only drawback is the need/dependency on SAP Portal. It is better suited in an environment where SAP ERP is running.

Incentivized

• increase in ROI
• increase in Client Satisfaction
• increase in Productivity

Incentivized

• Helped us harness integrated benefit from having SAP ERP/CRM by leveraging NetWeaver to define business processes/rules and monitor exceptions
• Did not have any negative experience except for the fact that at times when multiple rules run, it can be somewhat slow

Incentivized