Who would’ve thought that the integration of WebClient UI and IC WebClient would matter so much?
SAP introduced the unified user interface with the 7.0 release that integrated the WebClient UI and IC WebClient at the transaction level. SAP fully integrated both User interfaces with EHP1. The new integration includes scratchpad integration with CRM WebClient UI order in IC, extended product search with product preview and multi-select for CRM WebClient order in IC, and real time offer management (RTOM) integration for CRM WebClient orders in IC. The IC further intertwined the RTOM integration with Telco order management.
Shared service center: Both the ERP financials and Financial Supply Chain Management (FSCM) are integrated with Accounting Interaction Center (AIC) for outbound and inbound collections and dispute management. The Employee Interaction Center (EIC) is integrated with HCM processes, forms and employee authentication features.
Other enhancements: IC can now handle identical business partners from multiple backend systems. The agent inbox is powered to search work items from multiple backend systems. You are now able to link and unlink ERP business objects such as orders from the business context of service requests. The new checklist functionality organizes the process steps to resolve a service request.
Service request enhancements: You can record the time spent by employees in resolving a service request and integrate with Cross Application Time Sheet (CATS) of the backend system. The ERMS is fully integrated. The “Auto Suggest” functionality is now available in service requests as well. New BI content for service requests analysis is available.
Architectural enhancements: Did you experience challenges with setting up reverse proxy/firewall in the past? There’s a simple solution with simple ABAP messaging (SAM) service. Asynchronous processing of inbox search and alerts releases the bandwidth of the agent to perform other tasks while the query is being executed in the background. A major step forward is that multiple sessions with multiple communication channels are now supported. You can now do a free text search on activities/interaction record, knowledge articles, incidents and problems.
Usability enhancements: The agent will be able to specify the relevancy of search criteria for account, contact or both. Rule modeler got robust with enhanced search and policy maintenance and Intent Driven Interaction (IDI) functionalities. Type concept for conditions has been introduced. The interactive scripting got better by allowing overwriting of an existing script with the same script id without first deleting the existing script manually. The agents can now record and review the transcripts for customer responses after the customer call. Quite a time saver!
CRM instant messaging: Any IC agent would love this tool. You can chat with any agent within the group and be able to call, email and send CRM context data through instant messaging. It is not only cool but saves time and makes life much simpler.
Message blending: Think about converting instant messages and chats into a voice reading. That is what message blending is. You can convert support centers into contact centers, as channels are flexible to use.
Communication hyperlinks and preview dialing: One click dialing as the telephone numbers are rendered as hyperlinks in CRM business roles and views is a big time saver in the contact center. The ability to preview the next call and the flexibility for the agent to accept or reject the call helps in routing the call to the appropriate agent.
Dashboards: The Xcelsius dashboard now covers incidents (service requests), problems, and requests for change.