Interaction Center

[41 Matches Found]
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by Surya Kuchibotla, SAP CRM Practice Head, Mouritech LLC July 31, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Surya Kuchibotla explains how to integrate loyalty programs, loyalty reward rules, and loyalty member activity with the CRM Web Channel, the CRM WebClient UI, and the Interaction Center WebClient.


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by Praveen Peddibhotla, Principal-Management Consulting Services, Infosys | Raghurama Gurrala, Lead Consultant, Infosys April 30, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Learn from Praveen Peddibhotla and Raghurama Gurrala, both of Infosys, how to get the most from your company’s Installed Base (IBase) design, and gain a better understanding of your customers’ purchases and installations.


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP March 18, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Bill Pritchett and John Burton show how to easily create a saved search in WebClient UI and make it available to other groups. Also learn how to transport a predefined saved search from a development system into other environments, and expand the functionality of saved searches. And discover the new functionality that comes with SAP’s new Central Sharing Tool (CST), delivered with SAP CRM 7.0 enhancement package 1.


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by Susana Messias, SAP CRM Consultant, BBKO Consulting July 6, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

Find out how to capture the current date on a specific date type for a business transaction based on a status change. Using this technique, you can capture important process milestones in customer service and other activities. 


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by Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting May 20, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

Step-by-step see how to configure the interactive voice response (IVR) functionality available in SAP Business Communications Management. You can use it to collect customer data. Then, by using computer telephony integration, SAP CRM can automatically identify the customer who is calling. This reduces the average wait and handling times.


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by Olivier Lempert, Senior Consultant, ecenta AG January 20, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn in a few steps how to display or hide agents’ phone numbers as they call specific CRM business partners using integration between SAP CRM and SAP Business Communications Management. The changes you need to make involve marketing attributes, a modification of the business partner’s phone number before it reaches the dial pad, and specific routing rules in SAP Business Communications Management and in the gateway.

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by Matthias Galley, Senior SAP CRM Consultant, ecenta America Inc. October 19, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to increase your call center agent’s efficiency by using the event handler table to support the campaign/coupon entry process on the line item level. This little trick speeds up the coupon entry process and makes it more flexible compared to standard functionality. This enhancement reduces the order capturing time and improves the customer experience, leading to higher customer satisfaction.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Frank Bregulla, SAP Germany September 27, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 

Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.


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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Renee Wilhelm, SAP Solution Management, SAP Interaction Center & Social CRM, SAP August 20, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
One of the most common — and most costly — issues facing large organizations today is keeping customer master data accurate and clean. Duplicate customer records and other dirty data produce a fragmented view of the customer and can cost organizations millions of dollars annually. Learn how to enable address validation and duplicate checks in the Interaction Center coupled with SAP BusinessObjects Data Quality Management to avoid creating duplicate and inaccurate customer master data.

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by Tobias Scheele, Senior Consultant and Project Manager, ecenta | Sebastian Angerer, Consulting Manager EMEA, ecenta AG August 16, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
See how you can enable the transfer of call attached data to the interaction record, which allows your agents to easily access call-relevant information. Learn how to reduce call processing time by defaulting input fields with values the telephony environment collects automatically.

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by Glenn Abel, President, Covington Creative, LLC December 8, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
The Employee Interaction Center (EIC) provides unique challenges for implementing screen pop, the automated display of a caller's data on the agent's screen. Learn how to overcome them and achieve efficient call handling in your organization’s HR shared services contact center.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP October 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
In this excerpt from John Burton’s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, learn about interactive scripts and how they can help your agents provide your customers with the best and most consistent customer service experience possible.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP October 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
In this excerpt from John Burton’s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, discover one of the ways that the Rule Modeler can be used within the SAP CRM Interaction Center: to route service tickets to the responsible agent or agent group.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Marius Meissner, Application Developer, SAP CRM Development August 12, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to easily change the default branding (brand logo and message) and layout of the context area in the Interaction Center with SAP CRM 7.0 using simple configuration — without any code modification.

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by Katrina Burke, Senior CRM Consultant, SAP Australia April 28, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
The agent inbox in SAP CRM Interaction Center can be a centralized location to receive customer and supplier emails. An incoming email triggers a standard workflow, which routes the workflow object to your agent inbox. Find out the client-independent and client-dependent settings you need to make this work.


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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Vinod C, Developer, SAP CRM January 15, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to configure SAP CRM to send automatic email notifications to your contact center supervisor when the initial response time for a customer email in the queue has been exceeded.

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by Gil Magana, Principal Consultant, Intelligroup November 15, 2008
BI/Financials/HR/SAP Professional Journal/SCM – 
Find out how you can create a custom text type in seven steps that allows you to record all the data you need to support your customers.

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BI/Financials/HR/SAP Professional Journal/SCM – 
See how you can add a customer Tracking No. field to the interaction record in Interaction Center WebClient in two steps. You can use this process to add any extra field to the interaction record to suit your business requirements.

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by Conny Dahlgren, Senior Consultant, SAP Australia December 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 

SAP CRM 2006s introduces the wrap-up list functionality for Interaction Center, which alerts interaction center agents about tasks they need to complete before ending an interaction. Find out how this functionality works and the process to set it up.


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by Gil Magana, Principal Consultant, Intelligroup November 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 
If you are considering upgrading from earlier versions of mySAP CRM, you have two options — the current SAP CRM 2005 and the upcoming SAP CRM 2007. See how key areas in SAP CRM 2007 differ from SAP CRM 2005.

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