Welcome to CY Consulting,

  a professional SAP Solution consulting company
  aligning with you for your better business.
  
 
 
              
English
  Chinese  Site Map

Alerts and Intent-Driven Interaction in SAP CRM 2007


Business Drive

As the word Intent-Driven, it means the system would guide/help you through the interaction in the proper context like driving your mind. I would like to say this an useful and intelligent functions in the interaction center. The objective of Intent-Driven interaction is to ensure customer interactions are processed according to corporate standards through business rule-driven alerts, scripts, navigation, and other actions, based on all kinds of the business data and flexible interaction center events.


For example, depending on the business data, when a customer calls, different alerts can be displayed immediately such as this is a VIP customer, be nicer to them, or this person likes Golf, propose to selling some golf stuff to him or her. Or the system can determine the latest service order/sales order status which probably the customer is calling for, the agent can read the data immediately with a click for more information.

Intent-Driven Interaction

With Intent-Driven Interaction, we can

  • Define our own Interaction Center Events
  • Use Rule Policies (named as Rule Modeler before) to model our own rules based on IC events and other business information, for example, raise alerts, scripts, navigate.
  • Use Alert Editor to create alerts with many predefined text variables.

Rule Policies in Intent-Driven Interaction

Please visit Rule Policies in Intent-Driven Interaction for the predefined rule conditions and actions for Intent-Driven Interaction.

Alerts

Alert is the predefined texts in the interaction center header to alert the agent about items or situations that require the agent's immediate attention in some business context.

With the introduction of Intent-Driven Interaction, the Alerts function is changed. Now we have a Alert Editor to define an alert with predefined variables from current business partner, fact base, service order fields and system variables, and we can assign the event to be triggered.

<Live Demo in a reference customer: Alert Editor for Intent-Driven Interaction>
<Live Demo in a reference customer: Alert Editor for Intent-Driven Interaction>

Live Demo in a reference customer: Alert in the Interaction Center, in Chinese
<Live Demo in a reference customer: Alert in the Interaction Center, in Chinese >

 

   Related Topics

 

CY Consulting is skilled in Intent-Driven Interaction to improve your Interaction Center efficiency, productivity and intelligence.


Last Updated@July 27, 2008

 
Better Business