John Burton
Maximizing Your SAP CRM Interaction Center
Discover the strengths and capabilities of the new SAP CRM Interaction Center (IC). Learn how to optimize an customize the IC for your everyday business processes. Explore real-world examples and sucess
John Burton
Maximizing Your SAP CRM Interaction Center
Discover the strengths and capabilities of the new SAP CRM Interaction Center (IC). Learn how to optimize an customize the IC for your everyday business processes. Explore real-world examples and sucess
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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,…mehr
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.
Produktdetails
- Produktdetails
- SAP Press
- Verlag: Rheinwerk Verlag
- Seitenzahl: 463
- Erscheinungstermin: November 2008
- Englisch
- Abmessung: 228.6mm
- Gewicht: 870g
- ISBN-13: 9781592291977
- ISBN-10: 159229197X
- Artikelnr.: 25080463
- Herstellerkennzeichnung Die Herstellerinformationen sind derzeit nicht verfügbar.
- SAP Press
- Verlag: Rheinwerk Verlag
- Seitenzahl: 463
- Erscheinungstermin: November 2008
- Englisch
- Abmessung: 228.6mm
- Gewicht: 870g
- ISBN-13: 9781592291977
- ISBN-10: 159229197X
- Artikelnr.: 25080463
- Herstellerkennzeichnung Die Herstellerinformationen sind derzeit nicht verfügbar.
John Burton (Palo Alto, CA) has been involved with CRM at SAP since 1999. He is currently a Product Manager for SAP for the CRM Interaction Center. He has written numerous articles for CRMExpert and is the editor for the SAP-internal IC Newsletter. Burton attends the annual ASUG/SAPPHIRE conferences, SAP Field Kick-Off meetings, and SAP CRM Insider Events.
1 ... Introduction ... 21
... 1.1 ... Terminology ... 22
... 1.2 ... Functions of an Interaction Center ... 24
... 1.3 ... History and Evolution of Interaction Centers ... 26
... 1.4 ... The SAP CRM Interaction Center ... 39
... 1.5 ... Summary ... 48
2 ... Computer Telephony Integration (CTI) and Multi-Channel Integration ... 49
... 2.1 ... Telephony ... 50
... 2.2 ... Computer Telephony Integration (CTI ... 52
... 2.3 ... Multi-Channel Integration ... 60
... 2.4 ... SAP's Multi-Channel Integration Strategy ... 69
... 2.5 ... SAP's Multi-Channel Partners ... 71
... 2.6 ... SAP Business Communications Management (BCM ... 76
... 2.7 ... Adding CTI or Multi-Channel Integration to an Existing Project ... 77
... 2.8 ... Summary ... 79
3 ... IC User Interface and Technology ... 81
... 3.1 ... Browser Versions and Settings ... 82
... 3.2 ... Interaction Center User Interface ... 83
... 3.3 ... Interaction Record ... 94
... 3.4 ... Getting the Interaction Center Up and Running ... 97
... 3.5 ... Architecture and Technology ... 108
... 3.6 ... Summary ... 112
4 ... IC Marketing ... 115
... 4.1 ... Campaigns ... 116
... 4.2 ... Call Lists and Planned Activities ... 120
... 4.3 ... Outbound Dialing ... 131
... 4.4 ... Interactive Scripting ... 135
... 4.5 ... Questionnaire/Survey and Lead Integration ... 136
... 4.6 ... Marketing-Based Product Proposals ... 142
... 4.7 ... SAP Real-Time Offer Management (RTOM) ... 149
... 4.8 ... Summary ... 150
5 ... IC Sales ... 153
... 5.1 ... Leads and Opportunities ... 155
... 5.2 ... Searching for Products ... 157
... 5.3 ... IC Sales Transactions ... 166
... 5.4 ... Configurable Products ... 176
... 5.5 ... Product Proposals ... 178
... 5.6 ... Available-to-Promise (ATP) and Pricing ... 180
... 5.7 ... Summary ... 181
6 ... IC Service ... 183
... 6.1 ... About Help Desks ... 184
... 6.2 ... Information Help Desk ... 184
... 6.3 ... Service Order Management ... 204
... 6.4 ... Service Desk (for External Customers ... 208
... 6.5 ... Complaint Management ... 212
... 6.6 ... Case Management ... 216
... 6.7 ... A Few Words About Self Service ... 219
... 6.8 ... Summary ... 220
7 ... IC Management and Analytics ... 221
... 7.1 ... Monitoring Operations ... 224
... 7.2 ... Managing Operations ... 233
... 7.3 ... Knowledge Management ... 242
... 7.4 ... Process Modeling ... 250
... 7.5 ... Reports ... 254
... 7.6 ... Dashboards ... 259
... 7.7 ... Summary ... 260
8 ... Interactive Scripting ... 263
... 8.1 ... Interactive Script Editor ... 264
... 8.2 ... Launching Interactive Scripts in the Interaction Center ... 275
... 8.3 ... Using Interactive Scripts in the Interaction Center ... 285
... 8.4 ... Summary ... 293
9 ... Rule Modeler and Category Modeler ... 295
... 9.1 ... Rule Modeler ... 296
... 9.2 ... E-Mail Response Management System (ERMS ... 299
... 9.3 ... Order Routing (Ticket Dispatching/Escalation ... 312
... 9.4 ... Intent-Driven Interaction (IDI) ... 315
... 9.5 ... Category Modeler ... 324
... 9.6 ... Summary ... 334
10 ... Back-Office Interaction Centers for Industries and Shared Services ... 337
... 10.1 ... Shared Service Centers ... 338
... 10.2 ... Industry Solutions ... 354
... 10.3 ... Summary ... 364
11 ... Partnerships and Certifications ... 367
... 11.1 ... Types of SAP Partnerships and Certifications ... 368
... 11.2 ... Contact Center Infrastructure Partners ... 373
... 11.3 ... Workforce Optimization Partners ... 376
... 11.4 ... Systems Integration/Consulting Partners ... 378
... 11.5 ... Summary ... 383
12 ... Frequently Asked Questions ... 385
... 12.1 ... User Interface and Framework Questions ... 385
... 12.2 ... Migration/Upgrade Questions ... 389
... 12.3 ... Performance and Benchmarking Questions ... 392
... 12.4 ... CTI Qu
... 1.1 ... Terminology ... 22
... 1.2 ... Functions of an Interaction Center ... 24
... 1.3 ... History and Evolution of Interaction Centers ... 26
... 1.4 ... The SAP CRM Interaction Center ... 39
... 1.5 ... Summary ... 48
2 ... Computer Telephony Integration (CTI) and Multi-Channel Integration ... 49
... 2.1 ... Telephony ... 50
... 2.2 ... Computer Telephony Integration (CTI ... 52
... 2.3 ... Multi-Channel Integration ... 60
... 2.4 ... SAP's Multi-Channel Integration Strategy ... 69
... 2.5 ... SAP's Multi-Channel Partners ... 71
... 2.6 ... SAP Business Communications Management (BCM ... 76
... 2.7 ... Adding CTI or Multi-Channel Integration to an Existing Project ... 77
... 2.8 ... Summary ... 79
3 ... IC User Interface and Technology ... 81
... 3.1 ... Browser Versions and Settings ... 82
... 3.2 ... Interaction Center User Interface ... 83
... 3.3 ... Interaction Record ... 94
... 3.4 ... Getting the Interaction Center Up and Running ... 97
... 3.5 ... Architecture and Technology ... 108
... 3.6 ... Summary ... 112
4 ... IC Marketing ... 115
... 4.1 ... Campaigns ... 116
... 4.2 ... Call Lists and Planned Activities ... 120
... 4.3 ... Outbound Dialing ... 131
... 4.4 ... Interactive Scripting ... 135
... 4.5 ... Questionnaire/Survey and Lead Integration ... 136
... 4.6 ... Marketing-Based Product Proposals ... 142
... 4.7 ... SAP Real-Time Offer Management (RTOM) ... 149
... 4.8 ... Summary ... 150
5 ... IC Sales ... 153
... 5.1 ... Leads and Opportunities ... 155
... 5.2 ... Searching for Products ... 157
... 5.3 ... IC Sales Transactions ... 166
... 5.4 ... Configurable Products ... 176
... 5.5 ... Product Proposals ... 178
... 5.6 ... Available-to-Promise (ATP) and Pricing ... 180
... 5.7 ... Summary ... 181
6 ... IC Service ... 183
... 6.1 ... About Help Desks ... 184
... 6.2 ... Information Help Desk ... 184
... 6.3 ... Service Order Management ... 204
... 6.4 ... Service Desk (for External Customers ... 208
... 6.5 ... Complaint Management ... 212
... 6.6 ... Case Management ... 216
... 6.7 ... A Few Words About Self Service ... 219
... 6.8 ... Summary ... 220
7 ... IC Management and Analytics ... 221
... 7.1 ... Monitoring Operations ... 224
... 7.2 ... Managing Operations ... 233
... 7.3 ... Knowledge Management ... 242
... 7.4 ... Process Modeling ... 250
... 7.5 ... Reports ... 254
... 7.6 ... Dashboards ... 259
... 7.7 ... Summary ... 260
8 ... Interactive Scripting ... 263
... 8.1 ... Interactive Script Editor ... 264
... 8.2 ... Launching Interactive Scripts in the Interaction Center ... 275
... 8.3 ... Using Interactive Scripts in the Interaction Center ... 285
... 8.4 ... Summary ... 293
9 ... Rule Modeler and Category Modeler ... 295
... 9.1 ... Rule Modeler ... 296
... 9.2 ... E-Mail Response Management System (ERMS ... 299
... 9.3 ... Order Routing (Ticket Dispatching/Escalation ... 312
... 9.4 ... Intent-Driven Interaction (IDI) ... 315
... 9.5 ... Category Modeler ... 324
... 9.6 ... Summary ... 334
10 ... Back-Office Interaction Centers for Industries and Shared Services ... 337
... 10.1 ... Shared Service Centers ... 338
... 10.2 ... Industry Solutions ... 354
... 10.3 ... Summary ... 364
11 ... Partnerships and Certifications ... 367
... 11.1 ... Types of SAP Partnerships and Certifications ... 368
... 11.2 ... Contact Center Infrastructure Partners ... 373
... 11.3 ... Workforce Optimization Partners ... 376
... 11.4 ... Systems Integration/Consulting Partners ... 378
... 11.5 ... Summary ... 383
12 ... Frequently Asked Questions ... 385
... 12.1 ... User Interface and Framework Questions ... 385
... 12.2 ... Migration/Upgrade Questions ... 389
... 12.3 ... Performance and Benchmarking Questions ... 392
... 12.4 ... CTI Qu
1 ... Introduction ... 21
... 1.1 ... Terminology ... 22
... 1.2 ... Functions of an Interaction Center ... 24
... 1.3 ... History and Evolution of Interaction Centers ... 26
... 1.4 ... The SAP CRM Interaction Center ... 39
... 1.5 ... Summary ... 48
2 ... Computer Telephony Integration (CTI) and Multi-Channel Integration ... 49
... 2.1 ... Telephony ... 50
... 2.2 ... Computer Telephony Integration (CTI ... 52
... 2.3 ... Multi-Channel Integration ... 60
... 2.4 ... SAP's Multi-Channel Integration Strategy ... 69
... 2.5 ... SAP's Multi-Channel Partners ... 71
... 2.6 ... SAP Business Communications Management (BCM ... 76
... 2.7 ... Adding CTI or Multi-Channel Integration to an Existing Project ... 77
... 2.8 ... Summary ... 79
3 ... IC User Interface and Technology ... 81
... 3.1 ... Browser Versions and Settings ... 82
... 3.2 ... Interaction Center User Interface ... 83
... 3.3 ... Interaction Record ... 94
... 3.4 ... Getting the Interaction Center Up and Running ... 97
... 3.5 ... Architecture and Technology ... 108
... 3.6 ... Summary ... 112
4 ... IC Marketing ... 115
... 4.1 ... Campaigns ... 116
... 4.2 ... Call Lists and Planned Activities ... 120
... 4.3 ... Outbound Dialing ... 131
... 4.4 ... Interactive Scripting ... 135
... 4.5 ... Questionnaire/Survey and Lead Integration ... 136
... 4.6 ... Marketing-Based Product Proposals ... 142
... 4.7 ... SAP Real-Time Offer Management (RTOM) ... 149
... 4.8 ... Summary ... 150
5 ... IC Sales ... 153
... 5.1 ... Leads and Opportunities ... 155
... 5.2 ... Searching for Products ... 157
... 5.3 ... IC Sales Transactions ... 166
... 5.4 ... Configurable Products ... 176
... 5.5 ... Product Proposals ... 178
... 5.6 ... Available-to-Promise (ATP) and Pricing ... 180
... 5.7 ... Summary ... 181
6 ... IC Service ... 183
... 6.1 ... About Help Desks ... 184
... 6.2 ... Information Help Desk ... 184
... 6.3 ... Service Order Management ... 204
... 6.4 ... Service Desk (for External Customers ... 208
... 6.5 ... Complaint Management ... 212
... 6.6 ... Case Management ... 216
... 6.7 ... A Few Words About Self Service ... 219
... 6.8 ... Summary ... 220
7 ... IC Management and Analytics ... 221
... 7.1 ... Monitoring Operations ... 224
... 7.2 ... Managing Operations ... 233
... 7.3 ... Knowledge Management ... 242
... 7.4 ... Process Modeling ... 250
... 7.5 ... Reports ... 254
... 7.6 ... Dashboards ... 259
... 7.7 ... Summary ... 260
8 ... Interactive Scripting ... 263
... 8.1 ... Interactive Script Editor ... 264
... 8.2 ... Launching Interactive Scripts in the Interaction Center ... 275
... 8.3 ... Using Interactive Scripts in the Interaction Center ... 285
... 8.4 ... Summary ... 293
9 ... Rule Modeler and Category Modeler ... 295
... 9.1 ... Rule Modeler ... 296
... 9.2 ... E-Mail Response Management System (ERMS ... 299
... 9.3 ... Order Routing (Ticket Dispatching/Escalation ... 312
... 9.4 ... Intent-Driven Interaction (IDI) ... 315
... 9.5 ... Category Modeler ... 324
... 9.6 ... Summary ... 334
10 ... Back-Office Interaction Centers for Industries and Shared Services ... 337
... 10.1 ... Shared Service Centers ... 338
... 10.2 ... Industry Solutions ... 354
... 10.3 ... Summary ... 364
11 ... Partnerships and Certifications ... 367
... 11.1 ... Types of SAP Partnerships and Certifications ... 368
... 11.2 ... Contact Center Infrastructure Partners ... 373
... 11.3 ... Workforce Optimization Partners ... 376
... 11.4 ... Systems Integration/Consulting Partners ... 378
... 11.5 ... Summary ... 383
12 ... Frequently Asked Questions ... 385
... 12.1 ... User Interface and Framework Questions ... 385
... 12.2 ... Migration/Upgrade Questions ... 389
... 12.3 ... Performance and Benchmarking Questions ... 392
... 12.4 ... CTI Qu
... 1.1 ... Terminology ... 22
... 1.2 ... Functions of an Interaction Center ... 24
... 1.3 ... History and Evolution of Interaction Centers ... 26
... 1.4 ... The SAP CRM Interaction Center ... 39
... 1.5 ... Summary ... 48
2 ... Computer Telephony Integration (CTI) and Multi-Channel Integration ... 49
... 2.1 ... Telephony ... 50
... 2.2 ... Computer Telephony Integration (CTI ... 52
... 2.3 ... Multi-Channel Integration ... 60
... 2.4 ... SAP's Multi-Channel Integration Strategy ... 69
... 2.5 ... SAP's Multi-Channel Partners ... 71
... 2.6 ... SAP Business Communications Management (BCM ... 76
... 2.7 ... Adding CTI or Multi-Channel Integration to an Existing Project ... 77
... 2.8 ... Summary ... 79
3 ... IC User Interface and Technology ... 81
... 3.1 ... Browser Versions and Settings ... 82
... 3.2 ... Interaction Center User Interface ... 83
... 3.3 ... Interaction Record ... 94
... 3.4 ... Getting the Interaction Center Up and Running ... 97
... 3.5 ... Architecture and Technology ... 108
... 3.6 ... Summary ... 112
4 ... IC Marketing ... 115
... 4.1 ... Campaigns ... 116
... 4.2 ... Call Lists and Planned Activities ... 120
... 4.3 ... Outbound Dialing ... 131
... 4.4 ... Interactive Scripting ... 135
... 4.5 ... Questionnaire/Survey and Lead Integration ... 136
... 4.6 ... Marketing-Based Product Proposals ... 142
... 4.7 ... SAP Real-Time Offer Management (RTOM) ... 149
... 4.8 ... Summary ... 150
5 ... IC Sales ... 153
... 5.1 ... Leads and Opportunities ... 155
... 5.2 ... Searching for Products ... 157
... 5.3 ... IC Sales Transactions ... 166
... 5.4 ... Configurable Products ... 176
... 5.5 ... Product Proposals ... 178
... 5.6 ... Available-to-Promise (ATP) and Pricing ... 180
... 5.7 ... Summary ... 181
6 ... IC Service ... 183
... 6.1 ... About Help Desks ... 184
... 6.2 ... Information Help Desk ... 184
... 6.3 ... Service Order Management ... 204
... 6.4 ... Service Desk (for External Customers ... 208
... 6.5 ... Complaint Management ... 212
... 6.6 ... Case Management ... 216
... 6.7 ... A Few Words About Self Service ... 219
... 6.8 ... Summary ... 220
7 ... IC Management and Analytics ... 221
... 7.1 ... Monitoring Operations ... 224
... 7.2 ... Managing Operations ... 233
... 7.3 ... Knowledge Management ... 242
... 7.4 ... Process Modeling ... 250
... 7.5 ... Reports ... 254
... 7.6 ... Dashboards ... 259
... 7.7 ... Summary ... 260
8 ... Interactive Scripting ... 263
... 8.1 ... Interactive Script Editor ... 264
... 8.2 ... Launching Interactive Scripts in the Interaction Center ... 275
... 8.3 ... Using Interactive Scripts in the Interaction Center ... 285
... 8.4 ... Summary ... 293
9 ... Rule Modeler and Category Modeler ... 295
... 9.1 ... Rule Modeler ... 296
... 9.2 ... E-Mail Response Management System (ERMS ... 299
... 9.3 ... Order Routing (Ticket Dispatching/Escalation ... 312
... 9.4 ... Intent-Driven Interaction (IDI) ... 315
... 9.5 ... Category Modeler ... 324
... 9.6 ... Summary ... 334
10 ... Back-Office Interaction Centers for Industries and Shared Services ... 337
... 10.1 ... Shared Service Centers ... 338
... 10.2 ... Industry Solutions ... 354
... 10.3 ... Summary ... 364
11 ... Partnerships and Certifications ... 367
... 11.1 ... Types of SAP Partnerships and Certifications ... 368
... 11.2 ... Contact Center Infrastructure Partners ... 373
... 11.3 ... Workforce Optimization Partners ... 376
... 11.4 ... Systems Integration/Consulting Partners ... 378
... 11.5 ... Summary ... 383
12 ... Frequently Asked Questions ... 385
... 12.1 ... User Interface and Framework Questions ... 385
... 12.2 ... Migration/Upgrade Questions ... 389
... 12.3 ... Performance and Benchmarking Questions ... 392
... 12.4 ... CTI Qu