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

About the Author(s)

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.

Table of Contents

1 ... Introduction ... 21
... 1.1 ... Terminology ... 22
... 1.2 ... Functions of an Interaction Center ... 24
... 1.3 ... History and Evolution of Interaction Centers ... 26
... 1.4 ... The SAP CRM Interaction Center ... 39
... 1.5 ... Summary ... 48

2 ... Computer Telephony Integration (CTI) and Multi-Channel Integration ... 49
... 2.1 ... Telephony ... 50
... 2.2 ... Computer Telephony Integration (CTI ... 52
... 2.3 ... Multi-Channel Integration ... 60
... 2.4 ... SAP's Multi-Channel Integration Strategy ... 69
... 2.5 ... SAP's Multi-Channel Partners ... 71
... 2.6 ... SAP Business Communications Management (BCM ... 76
... 2.7 ... Adding CTI or Multi-Channel Integration to an Existing Project ... 77
... 2.8 ... Summary ... 79

3 ... IC User Interface and Technology ... 81
... 3.1 ... Browser Versions and Settings ... 82
... 3.2 ... Interaction Center User Interface ... 83
... 3.3 ... Interaction Record ... 94
... 3.4 ... Getting the Interaction Center Up and Running ... 97
... 3.5 ... Architecture and Technology ... 108
... 3.6 ... Summary ... 112

4 ... IC Marketing ... 115
... 4.1 ... Campaigns ... 116
... 4.2 ... Call Lists and Planned Activities ... 120
... 4.3 ... Outbound Dialing ... 131
... 4.4 ... Interactive Scripting ... 135
... 4.5 ... Questionnaire/Survey and Lead Integration ... 136
... 4.6 ... Marketing-Based Product Proposals ... 142
... 4.7 ... SAP Real-Time Offer Management (RTOM) ... 149
... 4.8 ... Summary ... 150

5 ... IC Sales ... 153
... 5.1 ... Leads and Opportunities ... 155
... 5.2 ... Searching for Products ... 157
... 5.3 ... IC Sales Transactions ... 166
... 5.4 ... Configurable Products ... 176
... 5.5 ... Product Proposals ... 178
... 5.6 ... Available-to-Promise (ATP) and Pricing ... 180
... 5.7 ... Summary ... 181

6 ... IC Service ... 183
... 6.1 ... About Help Desks ... 184
... 6.2 ... Information Help Desk ... 184
... 6.3 ... Service Order Management ... 204
... 6.4 ... Service Desk (for External Customers ... 208
... 6.5 ... Complaint Management ... 212
... 6.6 ... Case Management ... 216
... 6.7 ... A Few Words About Self Service ... 219
... 6.8 ... Summary ... 220

7 ... IC Management and Analytics ... 221
... 7.1 ... Monitoring Operations ... 224
... 7.2 ... Managing Operations ... 233
... 7.3 ... Knowledge Management ... 242
... 7.4 ... Process Modeling ... 250
... 7.5 ... Reports ... 254
... 7.6 ... Dashboards ... 259
... 7.7 ... Summary ... 260

8 ... Interactive Scripting ... 263
... 8.1 ... Interactive Script Editor ... 264
... 8.2 ... Launching Interactive Scripts in the Interaction Center ... 275
... 8.3 ... Using Interactive Scripts in the Interaction Center ... 285
... 8.4 ... Summary ... 293

9 ... Rule Modeler and Category Modeler ... 295
... 9.1 ... Rule Modeler ... 296
... 9.2 ... E-Mail Response Management System (ERMS ... 299
... 9.3 ... Order Routing (Ticket Dispatching/Escalation ... 312
... 9.4 ... Intent-Driven Interaction (IDI) ... 315
... 9.5 ... Category Modeler ... 324
... 9.6 ... Summary ... 334

10 ... Back-Office Interaction Centers for Industries and Shared Services ... 337
... 10.1 ... Shared Service Centers ... 338
... 10.2 ... Industry Solutions ... 354
... 10.3 ... Summary ... 364

11 ... Partnerships and Certifications ... 367
... 11.1 ... Types of SAP Partnerships and Certifications ... 368
... 11.2 ... Contact Center Infrastructure Partners ... 373
... 11.3 ... Workforce Optimization Partners ... 376
... 11.4 ... Systems Integration/Consulting Partners ... 378
... 11.5 ... Summary ... 383

12 ... Frequently Asked Questions ... 385
... 12.1 ... User Interface and Framework Questions ... 385
... 12.2 ... Migration/Upgrade Questions ... 389
... 12.3 ... Performance and Benchmarking Questions ... 392
... 12.4 ... CTI Questions ... 394
... 12.5 ... ITIL and IT Service Desk Questions ... 398
... 12.6 ... Workforce Management (WFM) Questions ... 399
... 12.7 ... "Which One Should We Choose" Questions ... 401
... 12.8 ... Bonus: Top 20 SAP Notes for the Interaction Center ... 409
... 12.9 ... Summary ... 410

13 ... Conclusion ... 413
... 13.1 ... Real Customers, Real (Short) Stories ... 413
... 13.2 ... A Case Study: Portugal Telecom ... 421
... 13.3 ... SAP Future Roadmap and Strategy ... 428
... 13.4 ... Thank You ... 436

A ... SAP Partners ... 439
... A.1 ... Avaya ... 439
... A.2 ... Axon Consulting ... 442
... A.3 ... ecenta ... 443
... A.4 ... enapsys ... 445
... A.5 ... EoZen ... 447
... A.6 ... Genesys ... 448
... A.7 ... MindTree ... 449

B ... The Author ... 453