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Are the "agents" in CRM in HR as well?

Are the "agents" in CRM in HR as well? Is the broadcast message the only way to communicate with agents that an "event" has occurred that requires their action? Can outgoing calls be integrated to functionality that plays a recorded message? Can the recorded message have variables (like the customer's name or contact's name)? I'm guessing the telephone functionality is a 3rd-party HW/SW that integrates with SAP.

Are the "agents" in CRM in HR as well? Is the broadcast message the only way to communicate with agents that an "event" has occurred that requires their action? Can outgoing calls be integrated to functionality that plays a recorded message? Can the recorded message have variables (like the customer's name or contact's name)? I'm guessing the telephone functionality is a 3rd-party HW/SW that integrates with SAP.
It is recommended to integrate HR with CRM to bring the employee and positions data together, but it is not mandatory. The agent information could be maintained in the CRM system itself. I believe it is possible to play a recorded message and it should be possible to pick up the customer name or contact person name from the call list. But this is more of a CTI functionality. CTI (Computer Telephony Integration) is a third party tool like Genesys, Avaya or Siemens. Broadcast messaging server is an SAP component.
This was last published in July 2004

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