CRM Win Cilent Overview

India SAP CoE, Slide 1

CR1007 - Interaction Center Winclient Overview CR1007 - Interaction Center Winclient Overview v1.0v1.0


1 PrepareMe

2 TellMe

3 ShowMe

4 LetMe

5 HelpMe

Interaction Center - WinclientInteraction Center - Winclient


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2 TellMe

3 ShowMe

4 LetMe

5 HelpMe



PurposePurpose

• SAP CRM Interaction Center helps collaborate and communicate with customers over various channels, ensuring efficient and consistent service.

• It supports agents and managers of the Interaction Center.

• All customer relevant information is available at one location for the agent to refer and use

• Managers have a portal for access to administrator, maintenance and reporting tools ensuring optimized and efficient interaction center operations.


UseUse

• Interaction Center Winclient is SAP GUI-based agent desktop interface

• It provides a framework for processing IC Winclient functions

• It can be used to perform business transactions via phone, email, chat, paging, web call back, or Voice over Internet Protocol (VoIP)

• It provides fully integrated connections with the backend system ECC, can perform the ATP Check, check the ECC transactions etc.


ChallengesChallenges

• CTI Integration• The SAP GUI Installations and Upgrades need to

be performed for each agent individually thereby increasing the operational challenge


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2 TellMe

3 ShowMe

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5 HelpMe



Interaction Center WinclientInteraction Center Winclient

• Overview• Architecture• Concept


Interaction Center : OverviewInteraction Center : Overview

• The Interaction Center offers two parallel user interfaces, namely

Winclient Webclient


Interaction Center: Winclient and WebclientInteraction Center: Winclient and Webclient Winclient

It is SAP GUI-based agent desktop interface for interaction center

The client switch allows to use one system for hosting multiple interaction centers, while keeping data for each interaction center separate.

CTI makes the actual calls to SAPphone when you use the Interaction Center (IC) WinClient soft phone functions. Computer Telephony Integration (CTI) provides the telephony portion of the call center functions to the IC WinClient.

Webclient

It is a thin-client, highly-optimized desktop application for interaction center agents

Higher flexibility to meet non standard requirements

The Scratch Pad is an Electronic notepad that agents use to record miscellaneous information during an interaction.

Communication management software refers to third party software products that manage communication channels such as phone, e-mail, and chat. The Integrated Communications Interface (ICI) allows the communication management software to communicate with the Interaction Center (IC) Webclient.


mySAP CRM System Landscape ArchitecturemySAP CRM System Landscape Architecture

APO

BIW

ERP

E-SellingWeb

Server

CTI PBX

Web

IC

SAP CRM

CRM Server

Application

Integration Services

Mobile


CTI Connection vial SAPphoneCTI Connection vial SAPphone

Computer Telephony Integration (CTI) offers the following advantages in Interaction Center

• Simplified Operations• Automatic Caller Identification (ANI)• Speeding up of the operations in Interaction

Center


CTI Connection vial SAPphone: ComponentsCTI Connection vial SAPphone: Components

ACD

PBX

CTI Server

SAP Phone

CRM Application Server

IC Application

Work Center

Agent’s Work Center


Incoming Calls with CTIIncoming Calls with CTI

ACD

PBX

CTI Server

SAP Phone


IC Application


Ext. Client

02203746

Incoming call to 912267568000

Distribute call to free extensions

Transfer call to extension

Transfer call to SAPphone

Determine client

Determine BP by telephone no of caller


ACD: Distribution of Incoming CallsACD: Distribution of Incoming Calls

ACD

PBX

CTISAP

Phone


IC Application

Incoming call to 912267568000

Automatic Call Distribution

Hotline

Agent StatusRekha Ready

Vish Not Ready

Sagar Not Ready

Distribute of call

Select agent who is free


CTI Connections: AlternativesCTI Connections: Alternatives


Telephone System

(PBX)

CTI Gateway of Third Party Provider

TAPI Service

ProviderTAPI

SAPphone Server

RFC

RFCSAP

Phone

CRM Application

Server


SAPphone: Telephony ServerSAPphone: Telephony Server

It Represents the external CTI Server and is used to assign work centers to the telephone servers

Geographical Location

Telephony Server

Agent Extension NoAgent Name


Mail Server ConnectionMail Server Connection

SAP Connect


IC E-Mail Inbox

SMTP Plug-In

Mail Server

Mail Server

SMTP

RFCMail Gateway


SMTP Plug-In: E-Mail, Fax and SMSSMTP Plug-In: E-Mail, Fax and SMS

SAP Connect


IC E-Mail Inbox

SMTP Plug-In

Mail Server SMTP

SMS/ Fax is “packed” in mail

Direct e-mail exchange between SAP system and SMTP-enabled mail server

SMTP plug-in can be used for sending and receiving SMS and faxes

Fax and SMS messages are “packed” in SMTP mail


Concepts of Interaction Center WinclientConcepts of Interaction Center Winclient

• Winclient Profile• Profile Components• Action Box• Agent Inbox• Alert Modeler• Management Functions


Interaction Center – Winclient LayoutInteraction Center – Winclient LayoutToolbar

Call State

Scripting Message

Action Box

Application AreaNavigation

Area

Business Partner


Winclient ProfileWinclient Profile

IC Winclient: Functions

• Sales, Service, Marketing

• Telephone Integration

• E-Mail Integration

• Internet Integration

IC Profile Configuration

• Entire Call Center

• Agent Groups

• Individual Agents

Configuration of Agent Profile


Winclient ProfileWinclient Profile

Assign to Org. Unit or Position

Assigned as transactions in the action box

CIC Profile

CIC Framework

TitleComponentsScriptsAlert Modeler etc.

Default Workspaces

Workspace Profile

Script Texts

Script Tree/Script

Interactive Scripting Profile

Variables, Texts

Script Texts

Reminder Scripting Profile

Meta ModelGlobal DataFunctions (JavaScript)Events (Rules)

Alert Modeler Profile

Transactions

Transaction Group

Action Box Profile

Workspace Inbox Configuration

Email Inbox ProfileWorkspace Email Editor ConfigEmail Addresses

Email Editor Profile

Assign Agent

User Id

Position

Organization Unit

Work Center

Maintain User Settings

Email Handling

Call List

Calling Hours

Business Partner

Generate


Profile ComponentsProfile Components

FrameworkIC Winclient

Profile

Organizational

ModelAssignment Assignment

Components of Winclient Profile and Framework

BP Search

Navigation Area

Application Area

Action Box

Call StateReminder Script


Action Box : User InterfaceAction Box : User Interface

The Purpose of an action box is to allow agents to access remote business transactions in a quick and efficient manner

Field for calling functions via transaction Code Transactions

grouped in a pull-down menu


Action Box ProfileAction Box ProfileCreate Group,

Create Transaction

Action Box Profile

Keyboard shortcuts for action box transactions

Transaction


Action Box: Transaction Action Box: Transaction

Transaction definitions can be

• Workspace

• HTML

•BOR Method

• Workflow

Transaction code


Transaction Definition MethodsTransaction Definition Methods

• Workspace : The transaction definition “Workspace” allows you to launch any of the IC Winclient workspaces.

• HTML : HTML definitions allow you to present any HTML page (Internet or Intranet) in the IC Winclient.

• BOR Method : BOR methods allow you to launch objects from the Business Object Repository (BOR) of the CRM system or any remote system, like the R/3 back end.


Agent Inbox Workspace and FeaturesAgent Inbox Workspace and Features

Reserve for later Processing

Change view between Inbox and Outbox

Agent Inbox contains the emails and Business Transactions


E-Mail Process OverviewE-Mail Process Overview

E-Mail from the Customer Identify Customer

Route Mail to Agent’s Inbox

Acknowledgement of mail

Workflow Completed

Agent:Select MailKnowledge SearchSend Answer

Reply with Solution


Alert Modeler: FunctionsAlert Modeler: Functions

Purpose of Alert Modeler is to improve the effectiveness of the Interaction Center Agent

Agent’s Computer

Screen

Listen for events

Behind the Scenes

Executes Functions

Automatically

• Launch Interactive Scripts

• Notify Agent about customer related information


Working of Alert ModelerWorking of Alert Modeler

IC Event

Business Object

Attributes

Rule Exists?

Maintain Java Scripts defined in

the Rule

Execute

Functions (s)

STOPNo

Yes


Management FunctionsManagement Functions

The Management Functions are– Reminder Scripting– Interactive Scripting– Call list Management


Reminder ScriptingReminder Scripting

Remind the caller that he can visit the website

Choose Button

Reminder Script is triggered by events or system activities in the Interaction Center


Interactive ScriptingInteractive Scripting

Call up script

Manually or Automatically

Call Up Functions

Evaluation

Interactive Script helps agent communicate with Business Partners


Creation of Call ListCreation of Call List

Three Options are available for creating call lists are:– Create manually in call list assignment– Create from Business Partner calling hours– Create from Campaign Management


Managing Call ListManaging Call List

Create Call List

Process Call list

Assign Call list

Monitor Call List

Campaigns

Call Lists

Call Lists

Calling Hour

BP

Scripts

Call Center

Agent Group

Agents

Open

In Process

Completed


Telemarketing: Call ListTelemarketing: Call List

Select Call List

Select Call and Prepare Conversation

Conduct Conversation

End Conversation and create follow up activity

Campaigns

Call Lists

Interaction History

Fact Sheet

Interactive Script

Sales Transaction

Wrap Up


Interaction Center AnalyticsInteraction Center Analytics

Marketing

Sales

Service

Analytics• Customer Analytics

• Product Analytics

• Sales Analytics

• Interaction Center Analytics

Interaction Center

Field Applications

E-Commerce

Interaction Center Analytics

• Connection Volume

• Average Handling Time

Interactive Scripting Analytics

• Business Partner Feedback

Call List Evaluation


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IC WinclientIC Winclient


Winclient Profile : Creating FrameworkWinclient Profile : Creating Framework

Result


Winclient Profile: Maintain Window TitleWinclient Profile: Maintain Window Title

Result


Profile Components: Visible ComponentsProfile Components: Visible Components

Result


Profile Components: Hidden ComponentsProfile Components: Hidden Components

Result


IC Winclient Profile DefinitionIC Winclient Profile Definition


Assign Profile to Organizational ModelAssign Profile to Organizational Model


Action BoxAction Box


Action Box – Sales Order in ECCAction Box – Sales Order in ECC

We are calling the ECC Sale Order by taking BOR method by taking Object type-Bus 2032 .

In Data Flow we have to take for sales order TA and mapped logical system .


Result of Action Box - Creation of Sales Order in Result of Action Box - Creation of Sales Order in ECC from IC WinclientECC from IC Winclient

Result


Agent Inbox Customization SettingsAgent Inbox Customization Settings

Activate Agent Inbox for the Profile

Make Workspace “INBOX” available


E-Mail Workflow SettingsE-Mail Workflow Settings

Standard Workflow

Workflow: WS14000004

Business Object receiving mail and triggering workflow: CICSUPRT2

Workspace Agent Inbox: INBOX

Workspace Email Editor: MAIL_EDIT

Workflow Using ERMS*

Workflow: WS00200001

Business Object receiving mail and triggering workflow: ERMSSUPRT2

Workspace Agent Inbox: INBOX

Workspace Email Editor: MAIL_EDIT

* E-Mail Response Management System


Administration: Recipient Distribution and Assign Administration: Recipient Distribution and Assign UsersUsers

Maintain the Recipient Distribution List

2

Maintain the Agents list who would receive these mails


Alert Modeler ProfileAlert Modeler ProfileCreate a new Alert Modeler Profile

Alert Modeler Editor is used to assign the Mets model, define rules and functions


Management Functions: Reminder ScriptingManagement Functions: Reminder Scripting

Maintain Script Profile

Assign script profile to Agent’s IC Profile

Maintain Script text

Assign events to text

Maintenance

Customizing Application


Reminder ScriptingReminder Scripting

Create a new Alert Modeler Profile

Alert Modeler Editor is used to assign the Mets model, define rules and functions

Result


Management Functions: Interactive ScriptingManagement Functions: Interactive Scripting

Maintain Script texts

Maintain Script tree

Integrate scripts into scripting profile

Assign script profile to workspace

Maintenance

CustomizingApplication


Interactive ScriptingInteractive ScriptingCreate a Script Profile

Create the script variablesResu

lt

Maintain the script structure

The script as seen by the agent


Call List ManagementCall List Management

Result

Generate the Call list from the BP call times

The call list as seen by the agent to make outbound calls


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• Create an Interaction Center Winclient Profile and assign it to a Position in the Organizational Model

• Create an Interactive script to be used with this Profile wherein the agent can welcome the customer and guide him to take down the request to change the communication address for customer.

• Create an Alert Modeler to intimate the agent to wrap up a call after 5 minutes

• Create a new Reminder script to alert the agent to promote the newly launched Product to the customer who has called the Interaction Center.


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• The Interaction Center Winclient is launched using the transaction code cic0

• The call list can be generated using the transaction code CRMD_CALL_LIST

• The agents can be assigned for e-mail handling by the transaction code CRMC_CIC_MAIL_WF

• The Winclient profile can be assigned to the Organization Model using the path SAP Easy Access Interaction Center Interaction Center Winclient Supporting Processes IC Structure PPOCW - Create Organization and Staffing

CRM Win Cilent Overview

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