mySAP CRM Interaction Center
Technical Principles, Implementation, and Modification
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Beschreibung
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
Introduction and architecture of IC WinClient, IC WebClient and IC Management
Customizing and enhancement of Action Box, Workspaces, Agent Inbox, Email Response Management and much more
Including technical example scenarios based on company projects
Autor*in
Thorsten Wewers
Dr. Thorsten Wewers is a member of the board of directors at ecenta AG, a medium-sized SAP consulting firm with offices in Walldorf, Germany, and in Singapore and the Americas. As a consultant Thorsten has led multiple international projects in the SAP Interaction Center area.
Prior to co-founding ecenta AG in 2000, he worked for two years in Business Process Technology product management at SAP, where he was responsible for SAP Business Workflow applications in SAP CRM. In 1998, he received a doctorate from Prof. Dr. Dr. h. c. mult. Peter Mertens at the University of Erlangen-Nuremberg, Germany, for his thesis on Inter-Enterprise Workflow Management.
Themen in »mySAP CRM Interaction Center«
SAP PRESS mySAP CRM CRM mySAP CRM Interaction Center Interaction Center IC ABAP SAP Programmierung