Remington needed to enable their customer service representatives to deliver faster and better service. Better integration was required for SAP ERP, including CTI inte-gration, knowledge management integration, better call routing and monitoring, integration to an in-house repair system, and finally to 3rd party service providers like UPS. The solution also needed to be cloud based, easy to configure, and customized to support ongo-ing business needs with changing market conditions. - ECENTA proposed the use of SAP Service Cloud along with SAP Contact Center to enable business processes for customer service.

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