IC User Interface and Technology – This introduces the UI features of IC and also touches upon how to start with IC.
If you are keen reader, after this chapter you can decipher which capabilities are provided by a Multi Channel Contact Center and which capabilities are provided by SAP CRM.
Computer Telephony Integration(CTI) and Multi-Channel Integration– This is a very effective chapter which will help you understand the telephony related concepts.
Introduces the topic and touches upon the history of IC and SAP CRM IC.
Introduction – This chapter sets the tone for the book.
This book is just for any body with knowledge of CRM and after reading the book one would feel enriched and adequately prepared to work in the respective topic.The book has made an attempt to familiarize the users with advanced topics such as Multi Channel Contact Center( erstwhile Computer Telephony Integration ) and if the concepts are absorbed here, one can check out the blogs of John Burton to build up further on this topic. Also there are many features in IC which are less used and not known to the CRM community at large. The Interaction Center has got a specific purpose even though the underlying views may be same. First and foremost, for newbie like me, the author has dispelled the myth that Interaction Center is an extension of WebUI. The author has done complete justice to the topic. Reading this book by John Burton I realized the words of manager were prophetic. Few years back when I joined SAP in July 2007, my manager philosophically remarked “In an online world you would be recognized by the content you write”.