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CRM Interaction Center:


SAP Customer Relationship Management provides tools to handle service, sales, and marketing transactions across all communication channels. Agents can access all administration, maintenance, and reporting tools, creating a highly efficient contact center.

Key functions include:

  • Telemarketing to enable marketing organizations to tightly couple their efforts with the interaction center for seamlessly coordinated call lists, agent scripts, promotions, and additional channels
  • Telesales to initiate outbound customer contacts, qualify leads, identify customer needs, provide product information, create product proposals and quotes, and even close the deal -- all within a single solution
  • Service within the interaction center to handle complaints, address customer concerns, answer technical questions, assist with returned materials, and make exchanges
  • Employee interaction center management to provide a central point of contact that unites state-of-the-art customer relationship management techniques with human resources information, so employees have streamlined, easy access to the info they need

Easy Access: CRM IC Info - recommended readings from Support:

  • You want to get Support News for SAP CRM IC? Follow SAP CRM IC News on Twitter (@SAPSupportHelp, #SAPCRM, #IC).

  • You need CRM configuration and troubleshooting info based on CRM IC processes: see Easy Access.

Interaction Center - Blogs:


Interaction Center - Webinars:

CRM 7.0 Roll-out Sessions: Interaction Center CRM 7.0 Enhancements  

The Future is Here with SAP CRM - Featuring The Coca-Cola Company - webinar replay   by Coca-Cola


Interaction Center- Business Transformation Studies:

Eclipse Aviation Corporation Business Transformation Study

Learn how this Eclipse Aviation was able to increase its sales productivity and customer service levels by using the newest release of the SAP Customer Relationship Management application and a streamlined user interface that reduces system training time.

Volkswagon of South Africa Business Transformation Study

Learn how this Volkswagon subsidiary - faced with an increasingly competitive market - set out to transform its customer service, create an IT environment for future growth, and better exploit marketing campaigns and sales leads. The company deployed mySAP CRM to successfully realize its goals.

Interaction Center - White Papers/Articles:

Interaction Center - SAP Press Books:

Component breakdown:

Communication Channels

Business Transactions in Interaction Center

Communication Processes and their Integration with the SAP CRM Interaction Center

How to make use of checklists in SAP CRM service transactions

How to Implement Computer Telephony Integration (CTI) with the SAP CRM Interaction Center

What’s New with SAP EHP1 for SAP CRM 7.0 – Service Request Management

Two Different Approaches for Scheduling Outbound Calls in Your Contact Center: Call Lists and Planned Activities

CRM 7.0 Interaction Center: Enable Navigation from Interaction Record to Business Activity View in Interaction Center

SAP CRM 7.0 Multi Chat for Interaction Center

CRM 7.0 Interaction Center: Replacement of IC-Specific Business Transactions with Generic CRM WebClient Business Transactions

Contact Center Trends in the New Reality (Part 2): Evolution of Communication Channels

SAP CRM 7.0 Service Tickets and Service Requests: Frequently Asked Questions

CRM: Contact Center Simulator Setup

CRM Service in the Interaction Center: Case Management, Complaint Management, Service Ticket&Order Management

Configuring SAP BCM and SAP CRM Interaction Center

Everything you need to know about the Interaction Record in the CRM Interaction Center

What is Computer Telephony Integration (and Why Do I Need It?)

A new Interaction Center Sales Option in CRM 2007

SAPphone versus ICI (Integrated Communication Interface)

5 Ways to Handle Sales Orders in IC WebClient: Which Is Best for You

Does Automated Outbound Dialing Fit in Your CRM / Call Center Strategy?

Understanding the Behavior of CRM UIU Views in IC

Communication Processes and their Integration with the SAP CRM Interaction Center

 Tracking Customer Interactions, a New Feature and  “End is your friend”

Configuring SAP BCM and SAP CRM Interaction Center


How to know an agent state?