What is 'switchboard operator' in SAP CRM-CCI - SAP Contact Center?

switchboard operator - Overview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A person receiving incoming contacts, for example in a company, and connecting or forwarding them to the correct extensions.

switchboard operator - Details

• 
  Key Concepts: 
  A switchboard operator is a component of the SAP Contact Center Infrastructure (CRM-CCI) that provides a central point of contact for customers. It is responsible for routing incoming calls to the appropriate customer service representative, as well as providing basic customer service information. 
  
  How to use it: 
  The switchboard operator can be used to route incoming calls to the appropriate customer service representative. It can also be used to provide basic customer service information, such as product information, pricing, and availability. Additionally, the switchboard operator can be used to transfer calls to other departments or personnel within the organization. 
  
  Tips & Tricks: 
  When using the switchboard operator, it is important to ensure that all customer service representatives are properly trained in its use. Additionally, it is important to ensure that all customer service representatives are familiar with the organization’s policies and procedures regarding customer service. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) provides a comprehensive suite of tools for managing customer interactions. Other components of CRM-CCI include an interactive voice response system (IVR), an automated call distributor (ACD), and a customer relationship management (CRM) system.