This area in SAP Customer Relationship Management (SAP CRM) provides you with tools to help you ensure efficient and consistent customer service by collaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center.

Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in one location, such as account data, order status, and product-related information.

Managers can access administration, maintenance, and reporting tools, ensuring optimized and efficient interaction center operations. For example, they can forecast, schedule, and monitor their staff, adjust workflow and routing rules, monitor inbound and outbound interactions, and view analytics to make strategic decisions for the interaction center.