Intent of this Post-Presentation Series
This is one in a series of postings by the presenters of the SAP Insider Conference “CRM 2008” held in Las Vegas, March 2-5. The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations.
Title of the Session
The fundamentals of SAP CRM Interaction Center
Investigate the features and capabilities of SAP CRM Interaction Center (IC), typically the first piece of SAP CRM functionality implemented by customers.
- Review the IC sales, IC marketing, customer service, and contact center management functionality. Gain an understanding of how you can use IC for a service desk, IT help desk, employee interaction center, and a 311 call center.
- See what kind of computer telephony integration (CTI) and multi-channel communication is available and get an overview of communications products offered by SAP and SAP’s partners. Explore the service capabilities of the IC such as trouble-ticketing, knowledge management, and service orders (including repairs and appointments).
- Examine other IC capabilities such as sales and marketing capabilities and functionality for complaints and case management.
- Learn how to tap into the SAP CRM IC advanced analytical capabilities such as service ticket reporting, blended analytics, real-time monitoring of queue levels, agent activity, and more.