Purpose

The Customer Interaction Center (CIC) is a working interface for call center agents who have direct contact with customers.

Components that are provided by SAP can be added to this interface meaning that it can be adjusted to meet the requirements of a company and the individual business areas and employees within this company.

The CIC can be connected to external telephone systems and used as a call center. Callers can be identified by their telephone number (Automatic Number Identification). Corresponding call center functions, such as logging on to and off from queues, accepting, forwarding, and terminating contacts can be made available to call center agents using application toolbars or function keys (quick keys). The call status of a customer can also be displayed with the number that the customer has dialed (Dialed Number Identification Service). Comprehensive call logging is also supported.

Various information views for a customer can be displayed simultaneously in the CIC . This information can be used as the basis for entering advertising and subscription orders in the CIC , and creating and changing business partner master data, contacts, and complaints.

Access to the Internet, marketplaces and B2B scenarios is possible in addition to the facility to receive emails and fax documents.

Notes on Implementation

The CIC in SAP Media is the CIC from SAP Customer Service , to which media-specific components have been added. You should therefore make Customizing settings for the CIC in two locations in the Implementation Guide.

A description of the media-specific components is available in this documentation. For a description of the CIC in SAP Customer Service , see  SAP ERP Central Component Logistics Customer Service (CS) CS - Customer Interaction Customer Interaction Center in the SAP Library.

You must create number range intervals for the following objects if you want to use the CIC :

Integration

The CIC can be used with and without telephony integration.

See also: Telephony Integration

The ad spec editor in an external system or the editor provided by SAP in Advertising Management for Classified Ads (IS-M/AMC) can be incorporated in the CIC for the sale of display classified ads.

See also: Ad Spec Editor

Features

The CIC has a modular structure, whose central elements include a framework, components, component profiles, and CIC profiles.

See also: Framework See also: Component See also: CIC Profile

The functionality of the CIC is defined by the components that are assigned to the framework.