Getting Started with the Interaction
Center 
Purpose
The Interaction Center (IC) is a key capability of SAP Customer Relationship Management (SAP CRM) and consists of a collection of tools for contact center agents. Agents can use these tools to process and record customer interactions.
Integration
The IC can be integrated with other SAP products, components, and functions, which means that contact center agents have complete access to customer information and customer business transactions.
Organizations use the IC in a variety of business scenarios including sales, service, collections, or human resources. For one company, the IC may be used as an inbound sales center, where agents enter sales orders, answer delivery inquiries, create return material authorizations, or update customer addresses. Another company might use the IC to register service requests for internal or external customers, using e-mail and phone. Agents in an integrated contact center may perform all of these activities.
You can access Interaction Center functions by using one of the following user interfaces:
Internet browser-based user interface
Windows-based user interface