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

SAP Term: channel

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Settings that define the e-mail, phone and chat channel behavior

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• Key Concepts: 
  A channel is a communication medium used to interact with customers in the SAP Contact Center Infrastructure (CRM-CCI). It can be used to send and receive messages, such as emails, SMS, and voice calls. It also provides a platform for customer service agents to interact with customers in real-time. 
  
  How to use it: 
  The SAP Contact Center Infrastructure (CRM-CCI) provides a platform for customer service agents to interact with customers through various channels. Agents can use the channels to send and receive messages, such as emails, SMS, and voice calls. They can also use the channels to provide real-time customer service. 
  
  Tips & Tricks: 
  When using channels in the SAP Contact Center Infrastructure (CRM-CCI), it is important to ensure that all messages are sent and received in a timely manner. Additionally, it is important to ensure that customer service agents are properly trained on how to use the channels effectively. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also provides other features such as analytics, reporting, and automation tools that can be used to improve customer service. Additionally, there are various third-party applications that can be integrated with the CRM-CCI to provide additional features and functionality.