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Integrating a call center to SAP CRM 4.0: What are my connection choices?

When implementing a multi channel customer service center (phone, email, fax, chat etc) and integrating it to SAP CRM 4.0 WinClient, what are my connection choices? Do I only have the SAP Multi Channel Interface Server option or can I use the SAPphone Server? If there are different possibilities, what are the main decision criteria?

When implementing a multi channel customer service center (phone, email, fax, chat etc) and integrating it to SAP CRM 4.0 WinClient, what are my connection choices? Do I only have the SAP Multi Channel Interface Server option or can I use the SAPphone Server? If there are different possibilities, what are the main decision criteria?
SAPphone Server is a telephony gateway between SAP CRM system and CTI (Computer Telephony Integration) system SAP provides multi channel interface with Genesys, Nortel, Aspect, Cisco etc. The answer depends on the type of switch that is proposed to use.
This was last published in May 2008

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