Who wouldve 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 E P!. "he new integration includes scratch#ad integration with C$% WebClient UI order in IC& e'tended #roduct search with #roduct #review and (ulti)select for C$% WebClient order in IC& and real ti(e offer (anage(ent *$"+%, integration for C$% WebClient orders in IC. "he IC further intertwined the $"+% integration with "elco order (anage(ent. Shared service center: -oth the E$P financials and .inancial Su##ly Chain %anage(ent *.SC%, are integrated with Accounting Interaction Center *AIC, for outbound and inbound collections and dis#ute (anage(ent. "he E(#loyee Interaction Center *EIC, is integrated with C% #rocesses& for(s and e(#loyee authentication features. Other enhancements: IC can now handle identical business #artners fro( (ulti#le bac/end syste(s. "he agent inbo' is #owered to search wor/ ite(s fro( (ulti#le bac/end syste(s. 0ou are now able to lin/ and unlin/ E$P business ob1ects such as orders fro( the business conte't of service re2uests. "he new chec/list functionality organi3es the #rocess ste#s to resolve a service re2uest. Service request enhancements: 0ou can record the ti(e s#ent by e(#loyees in resolving a service re2uest and integrate with Cross A##lication "i(e Sheet *CA"S, of the bac/end syste(. "he E$%S is fully integrated. "he 4Auto Suggest5 functionality is now available in service re2uests as well. 6ew -I content for service re2uests analysis is available. Architectural enhancements: 7id you e'#erience challenges with setting u# reverse #ro'y8firewall in the #ast9 "here:s a si(#le solution with si(#le A-AP (essaging *SA%, service. Asynchronous #rocessing of inbo' search and alerts releases the bandwidth of the agent to #erfor( other tas/s while the 2uery is being e'ecuted in the bac/ground. A (a1or ste# forward is that (ulti#le sessions with (ulti#le co((unication channels are now su##orted. 0ou can now do a free te't search on activities8interaction record& /nowledge articles& incidents and #roble(s. Usability enhancements: "he agent will be able to s#ecify the relevancy of search criteria for account& contact or both. $ule (odeler got robust with enhanced search and #olicy (aintenance and Intent 7riven Interaction *I7I, functionalities. "y#e conce#t for conditions has been introduced. "he interactive scri#ting got better by allowing overwriting of an e'isting scri#t with the sa(e scri#t id without first deleting the e'isting scri#t (anually. "he agents can now record and review the transcri#ts for custo(er res#onses after the custo(er call. ;uite a ti(e saver< CRM instant messaging: Any IC agent would love this tool. 0ou can chat with any agent within the grou# and be able to call& e(ail and send C$% conte't data through instant (essaging. It is not only cool but saves ti(e and (a/es life (uch si(#ler. Message blending: "hin/ about converting instant (essages and chats into a voice reading. "hat is what (essage blending is. 0ou can convert su##ort centers into contact centers& as channels are fle'ible to use.

Communication hyperlinks and preview dialing: +ne clic/ dialing as the tele#hone nu(bers are rendered as hy#erlin/s in C$% business roles and views is a big ti(e saver in the contact center. "he ability to #review the ne't call and the fle'ibility for the agent to acce#t or re1ect the call hel#s in routing the call to the a##ro#riate agent. ashboards: "he =celsius dashboard now covers incidents *service re2uests,& #roble(s& and re2uests for change.