Accounting Interaction Center: a new flavor of the CRM Interaction Center and...
Accounting Interaction Center: a new flavor of the CRM Interaction Center and Financials Shared ServicesThe interaction center is a widely used part of the SAP CRM product. SAP customers are covering...
View ArticleA new Interaction Center Sales Option in CRM 2007
A new Interaction Center Sales Option in CRM 2007John Burton and Henning Duerholt had outlined a while ago different options for sales order capturing in the CRM interaction center: 5 Ways to Handle...
View ArticleHow to use a Reference Business Partner in your Interaction Center B2C Scenarios
How to use a Reference Business Partner in your Interaction Center B2C ScenariosIf you want to run a business to consumer (B2C) scenario one of the challenges is the efficient maintenance of huge...
View ArticleAccounting Interaction Center: CRM 7.0 based Demo Video
Accounting Interaction Center: CRM 7.0 based Demo Video In the blog Accounting Interaction Center: a new flavor of the CRM Interaction Center and Financials Shared Services I had introduced the option...
View ArticleCRM Article: Communication Processes and their Integration with the SAP CRM...
In his blog SAP CRM Interaction Center: A hitchhikers guide from a process perspective Carsten Busch explained the three main types of processes involved in the interaction center in a generic way:...
View ArticleTrain your watchdog to bark when connections are lost in your Interaction Center
In Interaction Center (IC) scenarios, the integration between the IC agent’s browser session and the external communications management software (CMS) relies on the communication session located on the...
View ArticleClik here to view.
Provide your IC agents with a Channel and Queue Selection Dialog
You can integrate your SAP Interaction Center through a CMS (Communication Management Software) with the telephony system of you call center. This enables your agents to handle the most important steps...
View ArticleTrain your Load Balancer to handle multiple CMS Instances
The SAP CRM interaction center (IC) can be connected to external communication management software (CMS) systems that provide communication integration such as telephony, email, fax, and chat. Some of...
View ArticleClik here to view.
Add More Attributes to Your ERMS Push Mails
The use of ERMS (E-Mail Response Management System) is well established for rule-based handling of e-mails that are sent to a contact center or help desk. Mails are usually routed to teams of agents...
View ArticleSearch for Outbound Mails in the Agent Inbox
So far, no direct search for outbound SAPoffice e-mails sent from the Interaction Center (IC) was supported in the agent inbox in IC. Agents could only indirectly search for outbound e-mails by opening...
View ArticleReplace polling in CRM Interaction Center by ABAP Push Channel
As of SAP enhancement package 3 (SP03) for SAP CRM 7.0, the Interaction Center (IC) utilizes ABAP Push Channel (APC) fordetail information on APC refer to blog...
View Article
