This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center. It introduces you to the SAP CRM Interaction Center and provides guidance on how to maximize it through customization and enhancement. Each chapter describes specific functions in the Interaction Center and why they are useful, and then goes on to demonstrate how to use and customize these functions. You'll find general information about the SAP CRM Interaction Center, and then learn how to implement, use, and customize these features. It covers essential topics, including Computer Telephony Integration and Multi-Channel Integration, the different types of Interaction Centers, a review of Interaction Centers by Industry, IC Marketing, IC Service, Shared Services Center, Telesales, IC Management, Partnerships, and common questions and misconceptions about IC.

It also includes customer success stories, SAP's current and future plans, a roadmap, and long-term vision for the Interaction Center. This book is up to date for CRM 2007 and provides useful information for all versions of the IC WebClient, with tips and suggestion on why it is good to upgrade.
Whether you're new to SAP CRM and need an introduction to the Interaction Center, or you're a current SAP CRM IC user who wants a resource to help you customize your options, this book will provide many of the answers.