Question:
Dear Gentlemen
We are planning to configure the SAP IC (interactive Center)
And the recommendations is to also buy MRS from Cycos
Is it possible to configure the IC without the Cycos Tool?
As this is expensive
And what are the advantages and disadvantages for going without the MRS cycos
Thanks
Answer:
Well as far as I know, the MRS cycos stuff that has been recommended is telephony system which someone is suggesting you integrate with CIC
In a telephony enabled environment in CIC, the customer can be determined based on the caller id when a new call is received. As a result the customer information is all available to the call center operator when a call is received. There is also functionality to manage call loads and stuff.
But for sure you don't need to implement a telephony solution in order to use CIC, in the non telephony approach, you start off with a search to find a customers master records based on his zip code or name or phone number or whatever.
So the short answer is no... you don't need MRS cycos to implement CIC
_________________
Just me and a pygmy pony behind the dental floss bush