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

SAP Term: switching

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Low-level call handling, and delivering calls to different destinations. Should not be mixed with higher level intelligent routing.

Smart SAP Assistant

• Key Concepts: 
  Switching is a feature of the CRM-CCI SAP Contact Center Infrastructure that allows for the transfer of calls between agents and other contact center resources. It enables agents to quickly and efficiently route calls to the most appropriate resource, such as a supervisor or a specialist. It also allows for the transfer of calls between different contact centers, allowing for a more efficient use of resources. 
  
  How to use it: 
  Switching can be used in a variety of ways. Agents can use it to transfer calls to supervisors or specialists, or to transfer calls between different contact centers. It can also be used to route calls to the most appropriate resource, such as a customer service representative or a technical support specialist. 
  
  Tips & Tricks: 
  When using switching, it is important to ensure that the call is routed to the most appropriate resource. This will help ensure that customers receive the best possible service and that their needs are met in a timely manner. Additionally, it is important to ensure that all agents are familiar with how switching works so that they can quickly and efficiently route calls. 
  
  Related Information: 
  Switching is just one of many features available in the CRM-CCI SAP Contact Center Infrastructure. Other features include call routing, call recording, and customer analytics. Additionally, there are many third-party applications available that can be integrated with the CRM-CCI SAP Contact Center Infrastructure to provide additional functionality.