Contact centers for service, support, sales, and marketing are continuously seeking ways to improve customer experience and operational efficiency. Integrating the SAP CRM application into the multi-channel call center is a critical means to achieve both of these improvement objectives. Customer experience is improved through more personalized, tailored, and expanded customer service. Operational efficiency is improved through more effective processes, distributed or centralized staffing, and simpler consolidated desktop applications.

This document provides a technical integration brief explaining how the SAP CRM application can be integrated into the contact center resulting in functionality such as:

• Screen-pops
• Automated Logging of Events
• Dynamic Buttons for Control of Call Activities
• Intelligent Routing
• And many other functions to improve operational efficiency and customer experience