In 2007, SAP bought a Finnish telecom company called Wicom Communications. The software, SAP Business Communications Management provides a flexible multichannel and all IP business communications infrastructure. The SAP BCM together with SAP CRM, allows organizations to create communication-enabled business processes by integrating multichannel communications with all customer-facing business processes.
In response to questions of many of our SAP CRM customers I have written an article that explains in detail how you can connect SAP BCM to the SAP CRM Interaction Center.
