Home Testing SAP

How SAP CRM Interaction Center works How SAP CRM Interaction Center works How SAP CRM Interaction Center works How SAP CRM Interaction Center works
Interaction Center Agent Functionalities Interaction Center Agent Functionalities Interaction Center Agent Functionalities Interaction Center Agent Functionalities
IC Agent receives incoming phone call from We shop customer
regar!ing prolems with the pro!uct purchase!"
IC Agents have access to the knowle!ge search with
possile to propose solution for the customer"
#ase! upon call with customer IC Agent can also create a service
ticket an! can arrange an appointment with service
representatives"
IC agents also have access to the call list which is part of a
marketing campaign"
$a%out of $a%out of $a%out of $a%out of Interaction Centre Interaction Centre Interaction Centre Interaction Centre
In or!er to communicate with the en! customers& Interaction center is well integrate! with !ifferent
communication channels"
Also IC Agents nee!s access to !ifferent applications an! usiness transactions while in communication with
the en! customers"
Thus IC Agents are also provi!e! with access to !ifferent applications an! CRM usiness
Following are the components of the Interaction Centre to which an IC Agent is having access for
communication with the en! customers'
Scratch pa!
Agents can use it to write !own notes"
At an% time these notes can e inclu!e! to the usiness !ocument"
Account information
For the current interaction this area shows the most relevant information"
For e(ample& customer name an! a!!ress"

Page 1 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html
$a%out of Interaction Center
Alerts
These are the alerts generate! % mo!eler for the logge! in Agent"
for e(ample& suggestions or remin!ers
Communication Information
Information from the communication management software& like automatic numer
)ueue status& talks time an! agent status is !ispla%e! in this area"
Tool ar
These push uttons are to support the telephon% functions
*avigation ar
IC Agents can access the usiness transactions an! applications using the links the% have
navigation ar
This IC Agents all the re)uire! !ata for the communication with the en! customers"
Work Area
IC agents can also access the usiness transaction !ata or the application !ata
This area is use! for this purpose
Page 2 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html
IC agents can start call list an! interactive scripts in this area
Also it is possile to search for transactions in the customer+s interaction histor%
Integration of Interaction Centre Integration of Interaction Centre Integration of Interaction Centre Integration of Interaction Centre
All CRM strategies are supporte! % the Interaction Center'
Sales'
Processing of opportunities& sales transactions& pro!uct proposals
Service'
Solution !ataase& ,-mail processing an! workflow& service transactions
Marketing'
Call lists& campaigns& pro!uct proposals
The Interaction Center supports communication over a numer of communication
Telephone'
Routing
CTI .Computer Telephon% Integration/ connection
Incoming an! outgoing calls
,-mail
fa(
SMS
Telemarketing& Telemarketing& Telemarketing& Telemarketing& Telesales an! Teleservices Telesales an! Teleservices Telesales an! Teleservices Telesales an! Teleservices
IC supports telemarketing& telesales& an! teleservices"

Page 3 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html
Telemarketing
In case of telemarketing& in or!er to carr% out marketing campaign IC agent coor!inates call lists an!
scripts with agents an! outoun! !ialers"
Agents are gui!e! through the usiness partner interaction with scripts an! surve%s"
It also supports )ualif%ing lea!"
Telesales
Processing of oth incoming an! outgoing or!ers is inclu!e!"
It also inclu!es pro!uct suggestions like Cross-Selling an! Top-n Pro!ucts"
Teleservice
This is to enale the IC Agents to manage complaints an! cases for customer service
situations"
IT Agents can perform knowle!ge search to fin! a solution"
The% can forwar! the solution to the customers % ,-mail& chat& or phone"
0nowle!ge Search

Page 4 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html

Customer can give the prolem !escription % phone& fa(& ,-mail& or chat"
Prolem !escription is use! % the knowle!ge search to fin! suitale solution"
Solution is then passe! to the customer"
1sers having access to Internet self-service can !irectl% use knowle!ge search for the solution"
0nowle!ge search can use the entire te(t of ,-mail"
IT Agent can re!uce the te(t to relevant part an! optimi2e the search"
Phonetic search is also inclu!e! in the te(t search"
Solutions are assigne! to the prolems !etermine! in the !ataase"
Interaction Centre Interaction Centre Interaction Centre Interaction Centre Management Management Management Management
Interaction Center Management inclu!es task of gui!ing the IC Agent"


For this it is integrate! with !ifferent components'
Interactive Scripting'

Page 5 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html

1sing this tool& managers can !esign step-%-step scripts"
Whenever IC agents nee! gui!ance while customer interaction the% can e(ecute these scripts"
Agents can thus use these scripts to gui!e customers as well through each step"
The response from customer !ictates ne(t step which script !ispla%s"
,RMS
$arge amount of incoming e-mails can e manage! with this tool"
It provi!es services to automaticall% process an! organi2e incoming e-mail"
Several automate! activities in this tool re!uce sustantiall% increases efficienc% an! processing
accurac%"
Also it supports IC agents to process e-mail in less time"
Intent-3riven Interaction .I3I/
it is use! to support rule-ase! agent gui!ance
using rule-ase! alerts& navigation& interactive scripts& etc" it ensures corporate stan!ar!
interactions
Call $ists

Page 6 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html
comments powere! % 3is)us

in or!er to use in the Interaction Center& call create! nee!s to e active
also call list nee!s to e assigne! to groups of agent in the list management
it is possile to assign scripts to the call lists
separate call lists can e assigne! to each other
for processing& call list is assigne! to the organi2ational units& positions or in!ivi!ual users
4 Prev 4 Prev 4 Prev 4 Prev
0 Like Tweet 0 0
Financial Close for SAP
blackline.com/SAPSolutions
Market-Leading Financial Close Automation Solutions. View Demo.
Aout Aout Aout Aout
Aout us
Corporate Training
Sitemap
Contact 1s Contact 1s Contact 1s Contact 1s
Contact us
Certifications Certifications Certifications Certifications
Software Testing
SAP Certification
M%S5$ Certification
5TP Certification
*etwork Sites *etwork Sites *etwork Sites *etwork Sites
Career 6uru77
Fun Fun Fun Fun
Contest
#reak 8ut9
6ame :one
,(ecute online ,(ecute online ,(ecute online ,(ecute online
,(ecute ;ava 8nline
,(ecute PHP 8nline
,(ecute P,R$ 8nline
,(ecute ;avascript
#ooks #ooks #ooks #ooks
#ooks to Rea!
An!roi! App An!roi! App An!roi! App An!roi! App
Page 7 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html

Page 8 of 8 How SAP CRM Interaction Center works
16/07/2014 http://www.guru99.com/sap-crm-interaction-center.html