What is engagement center agent in SAP CEC-EC - Engagement Center?

SAP Term: engagement center agent

• Component: CEC-EC

• Component Name: Engagement Center

• Description: A person who handles inbound or outbound customer interactions in SAP Customer .

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• Key Concepts: 
  An engagement center agent is a user of the SAP Customer Engagement Center (CEC) who is responsible for managing customer interactions. The agent is responsible for responding to customer inquiries, providing customer service, and managing customer relationships. The CEC-EC Engagement Center Agent component provides the tools and features necessary for agents to effectively manage customer interactions. 
  
  How to use it: 
  The CEC-EC Engagement Center Agent component provides agents with the ability to access customer information, respond to inquiries, and manage customer relationships. Agents can access customer information such as contact details, order history, and account information. Agents can also respond to inquiries via email, chat, or phone. Additionally, agents can manage customer relationships by creating follow-up tasks and tracking customer interactions. 
  
  Tips & Tricks: 
  When using the CEC-EC Engagement Center Agent component, it is important to ensure that all customer interactions are tracked and recorded accurately. This will help agents provide better customer service and ensure that customers are satisfied with their experience. Additionally, it is important to ensure that all customer inquiries are responded to in a timely manner. 
  
  Related Information: 
  The CEC-EC Engagement Center Agent component is part of the SAP Customer Engagement Center suite of products. Other components of the suite include the CEC-CRM Customer Relationship Management component and the CEC-SCM Supply Chain Management component. Additionally, the CEC-EC Engagement Center Agent component integrates with other SAP products such as SAP ERP and SAP CRM.