4. Explain functionalities of SAP CRM Interaction Center ?

Explain functionalities of SAP CRM Interaction Center ?

Answer

  • IC Agent receives incoming phone call from Web shop customer regarding problems with the product purchased.
  • IC Agents have access to the knowledge search with which it is possible to propose solution for the customer.
  • Based upon call with customer IC Agent can also create a service ticket and can arrange an appointment with service representatives.
  • IC agents also have access to the call list which is part of a marketing campaign.

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