Best Practices for mySAP CRM-to-CTI Integration Testing

  • by Dan Koloski, Director, Alliance Solutions, Empirix
  • October 15, 2005
Desktop load testing is not the same as testing the integration between mySAP Interaction Center (IC) and the computer-telephony interface (CTI). Learn why and what constitutes an effective mySAP IC-CTI approach.
Key Concept
The computer-telephony interface (CTI) allows computer systems to act as a call center by linking them to the telephone system. It ensures that calls are routed to the appropriate person or device. mySAP CRM has no CTI of its own and relies on integrations with third-party telephony vendors.
mySAP CRM provides a wealth of information and resources for your call center team. It becomes even more powerful when you use the computer-telephony interface (CTI) to take advantage of a direct link between your customer interactions with voice self-service channels and mySAP CRM Interaction Center (IC). This integration makes your team more efficient, productive, and customer-focused.

Maintaining the critical connection between mySAP CRM and the CTI is not without its challenges, however. Unlike mySAP CRM, which SAP itself supports, CTIs are the domain of various telephony vendors who specialize in the complex messaging required to turn voice interactions into application interactions. Still, as far as your callers and agents are concerned, the health of your mySAP CRM is irrevocably linked to the health of your CTI integration.

Dan Koloski

Dan Koloski, a 10-year veteran of the software industry, has extensive experience designing, building, deploying, and testing Web and voice applications. He heads the CRM service assurance business for Empirix, where he has driven the introduction of several innovative products including the first integrated quality solution for complex, multichannel CRM implementations. He has also authored numerous papers and articles on application quality. Dan is a graduate of Yale University and holds an MBA from Harvard Business School. Empirix delivers a range of testing and monitoring solutions for next-generation networks, contact centers, and Web-based applications. Hammer Service Assurance for mySAP CRM is being developed in partnership with SAP. For more information, visit www.empirix.com.

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