Items related to Maximizing Your SAP CRM Interaction Center
Synopsis
This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center. You'll discover what the SAP CRM Interaction Center is, and learn how to maximize it through customization and enhancement. Each chapter describes specific functions, explains why they are useful, and then demonstrates how to use and customize them. Topics covered include Computer Telephony Integration and Multi-Channel Integration, the different types of Interaction Centers, IC Marketing, IC Service, Shared Services Center, Telesales, and much more.
You'll also learn about customer success stories and SAP's current and future plans. This book is up to date for CRM 2007, but also provides useful information for all versions of the IC, including tips and suggestions on why it is beneficial to upgrade.
Whether you're a newcomer to SAP CRM and need an introduction to the Interaction Center, or you're a current SAP CRM IC user who wants to know what's new and find out how to customize your options, this book will give you the answers you need.
Highlights:
- Computer Telephony Integration (CTI)
- Multi-Channel Integration
- IC Marketing, Service, and Sales
- IC Management & Analytics
- Rule Modeler and Category Modeler
- Interactive Scripting
- Back-Office Interaction Centers
- User Interface and Technology
- Partner Solutions
- Frequently Asked Questions
"synopsis" may belong to another edition of this title.
About the Author
John Burton is the Director of Product Management at SAP Labs with global responsibility for the Interaction Center product. He has been involved with the SAP CRM Interaction Center since 1999. John has served as the technical editor for Discover SAP CRM, written numerous articles for CRM Expert, and presented at dozens of conferences and events.
"About this title" may belong to another edition of this title.
- PublisherSAP Press
- Publication date2008
- ISBN 10 159229197X
- ISBN 13 9781592291977
- BindingHardcover
- LanguageEnglish
- Edition number1
- Number of pages457
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