Define Interaction Centre?

Answer

• The Interaction Centre is provided with tools and features required while in communication with the end customer.
• Various communication channels are supported by the Interaction Centre such as fax, e-mail, telephone and Voice over Internet Protocol (VoIP).
• Interaction Centre is linked with the CRM WebClient and thus an employee in contact with the customer can make notes, trigger e-mails, create activities, and work upon the business transactions like service order, etc.
• Interaction Centre connects to different communication channels using a Communication Management System, which can be SAP Business Communication Manager (BCM) or a third party product.
• In order to strengthen IC WebClient multichannel options in the Interaction Centre, Integrated Communication Interface (ICI) is used.