Interactive Intelligence’ industry leading contact center platform , the all-in-one Customer Interaction Center has achieved certification with the SAP CRM application. The certification was completed by the SAP Integration and Certification Center for CIC 4.0 with SAP CRM 7.0.
The integration between SAP and CIC offers the following features:
- Multichannel routing
- Screen pop
- Screen pop on call or interaction transfer
- Agent status on SAP CRM desktop
- Call controls embedded into SAP CRM toolbar
- CIC interaction history stored in SAP