What is interaction in SAP CEC-EC - Engagement Center?

SAP Term: interaction

• Component: CEC-EC

• Component Name: Engagement Center

• Description: The complete exchange of information between the customer and agent from the beginning to the end of the contact. This includes all activities, such as communicating with the business partner, creating business transactions, and any follow-up activities.

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• Key Concepts: 
  Interaction is a term used in the SAP CEC-EC Engagement Center to refer to the communication between a customer and a company. It is the process of exchanging information, ideas, and opinions between two or more parties. Interactions can be initiated by either the customer or the company, and can take place in various forms such as emails, phone calls, chat messages, and social media posts. 
  
  How to Use It: 
  The SAP CEC-EC Engagement Center provides tools to help companies manage customer interactions. Companies can use the platform to track customer interactions, respond quickly to customer inquiries, and analyze customer feedback. The platform also allows companies to create automated responses for frequently asked questions and set up automated workflows for customer interactions. 
  
  Tips & Tricks: 
  When managing customer interactions with the SAP CEC-EC Engagement Center, it is important to ensure that all customer inquiries are responded to promptly and accurately. Companies should also strive to provide personalized responses that are tailored to each individual customer’s needs. Additionally, companies should take advantage of the platform’s automated features to streamline their customer interaction processes. 
  
  Related Information: 
  The SAP CEC-EC Engagement Center is part of the SAP Customer Experience Suite, which provides a comprehensive set of tools for managing customer relationships. Other components of the suite include SAP Hybris Marketing, SAP Hybris Commerce, and SAP Hybris Service.