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

SAP Term: redial

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Scheduling a new call to a customer who could not be reached in an Outbound campaign.

Smart SAP Assistant

• Key Concepts: 
  Redial is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows agents to quickly call back customers who have recently called in. It is designed to save time and effort for agents, as they do not need to manually dial the customer's number. 
  
  How to use it: 
  To use the redial feature, agents must first select the customer's contact information from the CRM-CCI system. Once selected, the agent can then click on the redial button to initiate a call with the customer. The system will then automatically dial the customer's number and connect the agent with them. 
  
  Tips & Tricks: 
  When using redial, it is important to ensure that the customer's contact information is up-to-date and accurate. This will help ensure that the call is connected quickly and efficiently. Additionally, it is important to remember that redial only works for customers who have recently called in, so it may not be available for all customers. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also includes other features such as automated call distribution (ACD), which allows agents to quickly route calls to the appropriate department or agent. Additionally, CRM-CCI also includes features such as call recording and analytics, which allow agents to track customer interactions and gain insights into customer behavior.