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NEW –CRM BPX Wiki Contest

  New —Wiki contest!

It’s October and as promised we have a new wiki contest!

If you contribute to our CRM BPX wiki, articles, how-to’s, industry points of view, and other value CRM Community content related to any CRM topic areas – your name maybe drawn to receive a copy of Maximizing Your SAP CRM Interaction Center – written by John Burton, Director Product Management, SAP Labs, LLC.

About the book:


Maximizing your SAP CRM Interaction Center

“This book is a must-have resource for everyone interested in getting the most out of the SAP CRM Interaction Center. The book provides detailed in-depth guidance on how to optimize and maximize the SAP CRM Interaction Center through configuration, customization, and personalization. Each chapter describes different areas of the Interaction Center across Marketing, Sales and Service. Essential topics are covered in detail including technology and the user interface, Computer Telephony Integration (CTI), E-Mail Response Management System (ERMS), Interactive Scripting, Rule Modeler and Category Modeler, IC Management, and reporting and analytics. The book also includes exclusive customer success stories, information about complementary SAP partners, frequently asked questions and answers, and a glimpse into SAP’s long-term roadmap and vision for the Interaction Center. Fully up-to-date for CRM 2007, this indispensable reference provides you with volumes of useful information for all versions of the IC WebClient, with tips and suggestion on why it may be advantageous to upgrade to CRM 2007 from CRM 4.0 or CRM 2005.


Whether you’re new to SAP CRM and need an introduction to the Interaction Center, or if you’re a current SAP CRM IC user who wants a resource to help you customize your options, this book will provide many of the essential answers.” – John Burton


Do not miss the opportunity to share with the community and add your name as a potential winner of this must have book!

Contest winners will be notified by email on December 8, 2008.

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  • Since there is a big change between the CRM4.0 and CRM2007 WEB-IC interaction center approach, it is a good idea to buy this book. I will recommend my management to buy this book and keep it in our SAP reference.
    • Dear Krishna,

      Yes, I agree with you on both accounts. There is definitely a significant change in the IC WebClient between CRM 5.0 (CRM 2005) and later releases like CRM 2007 — both in terms of functionality, as well as in terms of the underlying technical WebClient architecture and framework. And yes, I tried to make sure to address both. For example, see pages 110-112 for a description of changes to the WebClient architecture including runtime repository, BSP pages, and tag library. Thanks again!

      Best regards,