Maximizing Your SAP CRM Interaction Center [Hardcover]

John Burton (Author)

Book Description

Publication Date: December 15, 2008

This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center. You'll discover what the SAP CRM Interaction Center is, and learn how to maximize it through customization and enhancement. Each chapter describes specific functions, explains why they are useful, and then demonstrates how to use and customize them. Topics covered include Computer Telephony Integration and Multi-Channel Integration, the different types of Interaction Centers, IC Marketing, IC Service, Shared Services Center, Telesales, and much more.

You'll also learn about customer success stories and SAP's current and future plans. This book is up to date for CRM 2007, but also provides useful information for all versions of the IC, including tips and suggestions on why it is beneficial to upgrade.

Whether you're a newcomer to SAP CRM and need an introduction to the Interaction Center, or you're a current SAP CRM IC user who wants to know what's new and find out how to customize your options, this book will give you the answers you need.

Highlights:

• Computer Telephony Integration (CTI)
• Multi-Channel Integration
• IC Marketing, Service, and Sales
• IC Management & Analytics
• Rule Modeler and Category Modeler
• Interactive Scripting
• Back-Office Interaction Centers
• User Interface and Technology
• Partner Solutions
• Frequently Asked Questions

Editorial Reviews

About the Author

John Burton is the Director of Product Management at SAP Labs with global responsibility for the Interaction Center product. He has been involved with the SAP CRM Interaction Center since 1999. John has served as the technical editor for Discover SAP CRM, written numerous articles for CRM Expert, and presented at dozens of conferences and events.

Product Details

• Hardcover: 457 pages
• Publisher: SAP Press (December 15, 2008)
• Language: English
• ISBN-10: 159229197X
• ISBN-13: 978-1592291977
• Product Dimensions: 9.2 x 7.2 x 1.1 inches
• Shipping Weight: 1.9 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #934,166 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars Must-have for everyone who implementing/using SAP CRM Interaction Center, February 18, 2009

By 

Satit Nuchitsiripattara - See all my reviews
(REAL NAME)   

This review is from: Maximizing Your SAP CRM Interaction Center (Hardcover)

This book is highly recommended for anybody who is involved with SAP CRM Interaction Center. The book covers all the aspects of the IC from business processes to technical detail explanation. Even though the book explains the technical aspects, it is not too complex to understand. John also wrote several articles for CRM Expert Online already, and with this book you can relate to them and even get more in-depth knowledge of the IC.

As I am working on SAP CRM Interaction Center area, many SAP consultants also use this as a bible/reference for IC implementation. This is the must-have for everyone who is implementing/using SAP CRM IC.

1 of 1 people found the following review helpful:

5.0 out of 5 stars Essential Reading for SAP's CRM Interaction Center, January 20, 2009

By 

slewos (Jacksonville Beach, FL United States) - See all my reviews

This review is from: Maximizing Your SAP CRM Interaction Center (Hardcover)

This book by John Burton is a must read for anyone diving into the SAP CRM Interaction Center for the first time, but also essential for those familiar with the product and its previous versions already. John not only covers basic terminology and gets everyone on the same page, but he also gives a little history, a whole lot of current functionality and CRM integration information, and some insight into the future direction of the product. I've worked in the Interaction Center space for over five years, and I still learned so much from this book. It should be required reading for consultants and business analysts alike, as well as Call Center managers. Anyone navigating a CRM implementation, or upgrading, or planning subsequent phases of their implementation, and wants this type of complete overview of all Interaction Center scenarios(from Marketing to Sales to Service within the IC), but is also interested in the technology behind an Interaction Center, would benefit from reading this book. I hope more SAP Press books are as thorough but as comprehensive as this book. John has written a solid book showcasing his deep knowledge of the indsutry and the product.