http://www.sdn.sap.com/sdn/weblogs.sdn?blog=/pub/u/27347 SAP Developer Network SAP Weblogs by John Burton © Copyright 2009 SAP. All rights reserved. SAP.com en-us http://weblogs.sdn.sap.com/pub/wlg/16789 This blog discusses SAP's strategy for phasing out the old IC-specific business transactions that were native to the SAP CRM Interaction Center and replacing these IC-specific transactions with the generic CRM WebClient transactions that are used in all other non-IC business roles like Sales Pro, Service Pro, and Marketing Pro. John Burton Business Process Expert, Business Suite 7, CRM en-us 2009-11-19T15:58-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/16681 This blog describes the steps necessary to implement computer telephony integration (CTI) with your SAP CRM Interaction Center. John Burton Business Process Expert, Business Suite 7, CRM en-us 2009-11-11T18:44-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/16350 This blog examines two different options for scheduling outbound telemarketing and telesales efforts from the SAP CRM Interaction Center: call lists and planned activities. John Burton Beginner, Business Process Expert, Consumer Products, CRM, Retail, Utilities Industry en-us 2009-10-19T10:52-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/16073 This blog will help you understand the difference between the Interaction Center and other CRM WebClient business roles (i.e., Sales Pro, Service Pro) available in CRM 7.0, and help you decide which option is best suited to your organization’s requirements. John Burton Business Process Expert, CRM en-us 2009-10-02T15:41-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/14742 This is the second blog entry of a multi-part series where we examine emerging contact center trends. Here we discuss the evolution of contact-center communication channels -- from the traditional telephony based systems of the past, to the modern Internet Protocol (IP) based multi-channel communication systems of today. John Burton Beginner, Business Process Expert, CRM en-us 2009-06-18T22:56-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/14671 This multi-part blog series examines emerging contact center trends and discusses how SAP software -- including the SAP CRM Interaction Center and SAP BCM -- can help organizations capitalize on these trends. In this blog entry, we look at how the strategies of many contact centers have shifted from pure cost-minimization, to a focus on service differentiation and service revenue/margin optimization. John Burton Beginner, Business Process Expert, CRM en-us 2009-06-14T11:51-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/11947 Learn how to determine which Interaction Center business transactions are best suited for your particular CRM Service needs. Discover the difference between case management, complaint management and service ticket/order management. Learn when to use service tickets, service orders, complaints, cases and interaction records in the SAP CRM Interaction Center. John Burton Business Process Expert, CRM en-us 2008-11-10T07:55-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/11771 Discover the difference between alerts, system messages, and broadcast messages in the SAP CRM Interaction Center. Learn how to leverage each tool most effectively for providing agents with real-time, relevant, easy-to-find information. John Burton CRM en-us 2008-10-28T10:31-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/9268 Update: Apply SAP note 1169540 to enable right-click context menus, required for certain third-party spell-check tools. End-of-update. Explore the different options for integrating third-party and browser-based spell checking tools into the IC WebClient and CRM WebClient. John Burton CRM en-us 2008-04-14T05:19-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/8823 This is one in a series of postings by the presenters of the SAP Insider Conference "CRM 2008" held in Las Vegas, March 2-5. The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations. John Burton CRM en-us 2008-03-03T10:11-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/8824 This is one in a series of postings by the presenters of the SAP Insider Conference "CRM 2008" held in Las Vegas, March 2-5. The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations. John Burton CRM en-us 2008-03-03T10:11-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/8319 Learn how automated outbound dialing modes such as preview dialing, power/progressive dialing, and predictive dialing can be leveraged in your call center as part of your Customer Relationship Management (CRM) strategy. John Burton Automotive, Beginner, Beyond SAP, Chemicals, Consumer Products, CRM, Healthcare, Higher Education, Integration and Certification, Life Sciences, Oil and Gas, Public Sector, Retail, Shared Service Center, Utilities Industry en-us 2008-01-15T12:24-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/7684 Learn about Computer Telephony Integration (CTI) and Multi-Channel Integration for the SAP CRM Interaction Center. Add telephony, e-mail, and chat to your call center, contact center, interaction center, or customer care center. John Burton Beginner, Business Solutions, Chemicals, Consumer Products, CRM, Defense, Healthcare, Higher Education, Integration and Certification, Life Sciences, Manufacturing, Mining and Metal, Oil and Gas, Public Sector, Retail, Utilities Industry en-us 2007-10-29T16:39-08:00 text/html © Copyright 2007 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/7653 Learn about two options for enabling computer telephony integration (CTI) and multi-media integration into the CRM Interaction Center: SAPphone and ICI (Integrated Communication Interface) John Burton Beginner, Business Solutions, CRM, Integration and Certification, Life Sciences, Public Sector, Utilities Industry en-us 2007-10-25T23:34-08:00 text/html © Copyright 2007 SAP. All rights reserved. SAP