What is blind transfer in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: blind transfer

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: A function in the toolbar that puts the caller on hold while an agent forwards the call to another agent's extension without first consulting with the agent who is receiving the transferred call.

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• Key Concepts: 
  A blind transfer is a feature in the CRM-CIC Interaction Center WinClient that allows an agent to transfer a customer call to another agent without the customer hearing the transfer. This is useful for transferring customers to agents who are better equipped to handle their inquiries. 
  
  How to use it: 
  To use the blind transfer feature, an agent must first select the “Transfer” option from the menu. Then, they must enter the name of the agent they wish to transfer the call to. Once this is done, the call will be transferred without the customer hearing it. 
  
  Tips & Tricks: 
  When using blind transfers, it is important to make sure that the agent you are transferring the call to is available and able to take on the customer’s inquiry. It is also important to make sure that you have all of the necessary information about the customer before transferring them, as this will help ensure that they get the best possible service. 
  
  Related Information: 
  The blind transfer feature is part of SAP’s CRM-CIC Interaction Center WinClient, which is a suite of tools designed to help agents manage customer interactions more efficiently. Other features of this suite include automated call routing, call recording, and customer data management.