mySAP CRM Interaction Center: Technical Principles, Implementation, and Modification

This book enables consultants, project managers and decisionmakers to quickly familiarize themselves with the technology and programming techniques of mySAP CRM Interaction Center.



First, learn about the technical principles of IC WinClient, IC WebClient and IC Management, including a profound introduction into the architecture and framework. The book focuses on customizing and enhancing basic functions, master data and transaction integration, as well as communication channels and customer-specific alerts. Highly detailed examples, used throughout the book, can be easily emulated—to the benefit of your own projects.



Based on actual projects that extend across various industries, business processes and company sizes, concrete business scenarios illustrate the technical aspects of customizing. Valuable insights on mySAP CRM Interaction Center usage options are guaranteed to benefit you, even if you have already implemented.

Highlights include:

• Architecture and Design: mySAP CRM Interaction Center, Components, Business Scenarios and Processes
• Technical Principles: IC WinClient, IC WebClient, IC Management
• Customizing and Enhancement Options: Action Box, Transaction Starter, Workspaces, Invisible Components, Business Partner Search, Information Sheet, Alerts, ERMS
• Examples from Customer Projects: Support Help Desk, Consumer Care, Employee Interaction Center, Computer Telephony Integration (CTI), Sales Advisory Services, Third-Party Implementation