What is callback in SAP CRM-CCI - SAP Contact Center?

SAP Term: callback

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A function in a contact center that allows customers to leave a request to call them back

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• Key Concepts: 
  Callback is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows customers to request a call back from an agent. It is a way for customers to avoid waiting in a queue for an agent to become available. The customer can enter their contact information and the system will call them back when an agent is available. 
  
  How to use it: 
  To use the callback feature, customers must first enter their contact information into the system. This can be done through a web form or by calling a toll-free number. Once the customer has entered their information, they can request a call back from an agent. The system will then call them back when an agent is available. 
  
  Tips & Tricks: 
  When using the callback feature, it is important to make sure that the customer’s contact information is accurate and up-to-date. This will ensure that they receive the call back in a timely manner. Additionally, it is important to make sure that the customer understands how long it may take for an agent to become available. 
  
  Related Information: 
  The callback feature is part of the SAP Contact Center Infrastructure (CRM-CCI). It is designed to provide customers with an efficient way to get in touch with an agent without having to wait in a queue. Additionally, it can be used in conjunction with other features such as automated voice response systems and chatbots.