I'd be very glad to hear your experience in these matters, mainly what problems have you've encountered when implementing the CRM-CIC part and how you approached it. What were your biggest challenges?
Customer Interaction Center integration may work fine with all compatible adapters. However, each adapter needs adjustment of settings and customization if you plan to use lot of CTI features. For instance, there could be issues with regard to the appearance of CTI buttons on the agent framework and their usability. The level of automation expected from the CTI integration is another challenge.
Overall, the biggest challenge is usability. Configuration of the agent framework to meet the role-based view of the call center is the biggest challenge.
Related Q&A from Srinivasa Katta
Get a SAP ERP integration tip in this expert Q&A. Find out if SAP CRM and ERP integration is possible when there are two SAP CRM implementations ...continue reading
Get the basics about the SAP enhancement packages available for SAP CRM customers. Learn about SAP's EHP strategy and how it impacts SAP CRM 7.0 ...continue reading
Learn about the integration limitations of SAP CRM On Demand and get more information on SAP CRM in this tip from SAP CRM expert Srini Katta.continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.