What is 'broadcast messaging' in SAP CRM-CIC - Interaction Center WinClient?

broadcast messaging - Overview

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: A function that allows managers to immediately transmit information to agents by sending out an electronic message that appears instantly on each agent's screen. In addition, managers can define rules within the system that trigger messages to be sent automatically. For example, the system could be customized to send and display an automatic greeting message when a call is answered. Since broadcast messaging is based on single-direction communication, agents cannot create or send messages.

broadcast messaging - Details

• 
  Key Concepts: 
  Broadcast messaging is a feature of the CRM-CIC Interaction Center WinClient that allows users to send messages to multiple recipients at once. It is a quick and efficient way to communicate with a large group of people, such as customers or employees. The messages can be sent via email, SMS, or other communication channels.
  
  How to use it: 
  To use broadcast messaging, users must first create a message template in the CRM-CIC Interaction Center WinClient. This template can be customized with the desired content and recipients. Once the template is created, users can select it and send the message to all of the recipients at once.
  
  Tips & Tricks: 
  When creating a broadcast message, it is important to make sure that all of the recipients are included in the template. Additionally, users should double-check that all of the content is accurate before sending out the message.
  
  Related Information: 
  The CRM-CIC Interaction Center WinClient also offers other features such as customer segmentation and automated responses. These features can be used in conjunction with broadcast messaging to further customize and streamline communication with customers and employees.